New Metrics

Customer Experience is shaped by several key states, each adding a unique layer to the overall journey:

Cognitive States: Mental assessments like goal achievement, expectation confirmation, and perceived value shape rational satisfaction.

Social States: Social influences and community engagement build a sense of belonging and loyalty.

Behavioral States: Actions like engagement, loyalty, and advocacy reflect the strength of the customer relationship.

Affective States: Emotions and attachments create deep connections and resonate with customers on a personal level.

Sensory States: Physical and sensory elements make interactions memorable and engaging.

Contextual States: Timing and situational factors ensure the experience is relevant and impactful.

Understanding these states helps create more meaningful and satisfying customer interactions.

To build and maintain brand loyalty, businesses must craft customer experiences that are both personalized and consistent across all touchpoints. It’s not just about meeting customer expectations but anticipating their needs and delivering value at every interaction.

Head to link in Bio to read all the article!

Our recent study reveals fascinating insights into the growing importance of Environmental, Social, and Governance (ESG) principles in Saudi Arabia (KSA) and the United Arab Emirates (UAE). Here are the key takeaways:

Willingness to Pay More for ESG:
KSA: 79% of consumers are willing to pay more for ESG-compliant products.
UAE: 80% of consumers show a strong inclination towards paying extra for sustainable and ethical products.

Investment Preferences:
KSA: 90% of investors prefer companies committed to ESG.
UAE: 88% of investors favor ESG-aligned investments.

Employer Commitment to ESG:
KSA: Over 90% of employees consider their employer’s commitment to ESG very important.
UAE: 85% of employees value their employer’s dedication to ESG principles.

Check the link in Bio to read the full article!

📊 Contact us today for the full report and see how you can align your business with these critical trends!

🌿 Eco-friendly digital transformation is essential for a sustainable future. By integrating renewable energy and optimizing digital efficiency, organizations can reduce their carbon footprint and operational costs. Leveraging smart technologies like AI and IoT not only boosts productivity but also promotes responsible innovation.

🌍 Embrace Eco-Friendly Digital Transformation! Contact New Metrics to learn more.

📸 Live from the E3 CX Conference 2024!

We’ve had an amazing time networking and sharing insights on customer experience. Have you passed by our booth yet? There are only a few hours left until the end of the conference, and our team is excited to meet you!

Don’t miss out on our latest technologies and solutions !

🌟 Highlights from Day 1 at the E3 CX Conference 2024! 🌟

What an incredible start to the conference! Here are some of the key moments from today:

🗣️ Rami Haffar’s Keynote: Rami discussed the evolution of customer listening and how and Medallia’s capabilities are transforming customer experience.

💬 Alaa Halawi’s Panel Discussion: Alaa shared valuable insights on boosting CX programs with social media, engaging the audience with effective strategies.

🤝 Networking at Our Booth: We had fantastic interactions at our booth, discussing our latest AI technologies and customer experience solutions.

🧩 Unveiling of Our CX-Wordle Game: Attendees enjoyed trying out our new CX-Wordle game, a fun and interactive way to explore customer experience concepts.

Stay tuned for more insights!

🎉 Day 1 of the E3 CX Conference 2024 is officially underway at the Fairmont Hotel, Riyadh! 🎉

We’re excited to kick off this incredible event and share our insights on the future of customer experience. Don’t miss Rami Haffar’s keynote and Alaa Halawi’s panel discussion.

Our team is waiting for you at our booth to explore our latest AI technologies and CX solutions.

Let’s transform the future of CX together!

In alignment with Omantel’s strategic direction to weave into the fabric of their organization, New Metrics Academy recently conducted a highly successful AI Integration workshop for Omantel!

📅 Program Name: AI Integration
👥 Target Audience: Middle Management & Professionals
📚 Duration: A very practical 2-day workshop for each batch

The workshop covered a wide array of topics, from an introduction to AI and to ethical practices. Participants engaged in hands-on practice with various AI tools and culminated their learning experience with a hackathon to create IT tool prototypes.

Throughout the workshop, participants gained practical insights and experience with:

Service Innovation
Customer Interaction
Operations Automation

They had the opportunity to apply their knowledge by creating prototypes using GenAI, showcasing the potential of this transformative technology.

We are excited to see how Omantel will leverage these insights and innovations to drive their AI initiatives forward.

A big thank you to Omantel for their trust and collaboration, and kudos to all participants for their enthusiasm and hard work!

Our head of technology Rami Haffar explores how AI-driven insights can transform your approach to customer experience. Learn about:

Integrating data from multiple touchpoints for a unified view
Leveraging sentiment analysis to understand customer emotions
Using predictive analytics to anticipate customer needs
Delivering highly personalized experiences to boost satisfaction and loyalty
Ensuring ethical considerations and data privacy in AI applications

Check the link in Bio to read the full article!

Don’t miss Rami Haffar keynote, “Developing a Comprehensive Understanding of Customer Experience” at the E3 CX Conference 2024 on July 9th at 11:40am for exclusive insights on Medallia AI innovations in !

The evolution of Customer Experience (CX) metrics reflects the growing sophistication in how businesses understand and improve customer interactions. Initially, companies relied solely on operational data such as waiting times and resolution rates, which provided limited insights into customer satisfaction. The integration of customer feedback through surveys marked a significant shift, offering deeper perspectives on customer loyalty and satisfaction. Today, advanced technologies like AI and machine learning enable real-time analytics, sentiment analysis, and hyper-personalization, allowing businesses to deliver proactive and highly customized experiences.

Head to link in Bio to read the full article!

Balancing automation with the human touch is essential for synergy in modern workflows. Automation enhances efficiency in data processing, customer service, and marketing, freeing humans for higher-level tasks. However, human roles remain crucial for complex problem-solving, relationship building, and creativity, where empathy and innovation are key. Effective integration involves using AI to support human decision-making and maintaining human oversight to address biases and ensure ethical use. The future of work lies in harmonizing automation with human skills, creating efficient, innovative, and humane workplaces.

Have a question for our team? Drop it below 👇

To navigate digital disruptions and create outstanding customer experience, businesses must prioritize four key elements:

Customer-Centric Approach: Putting customers at the heart of every decision ensures their needs and expectations are met, fostering loyalty and satisfaction.

Seamless Omnichannel Experience: Offering a consistent and integrated experience across all channels enables customers to interact with your brand effortlessly, whether online or offline.

Data-Driven Insights: Leveraging data to understand customer behavior and preferences allows businesses to make informed decisions and tailor their strategies effectively.

Personalization: Delivering personalized experiences makes customers feel valued and understood, enhancing their overall engagement and driving long-term relationships.

Check the link in Bio to learn more!

Market research is rapidly shifting from the traditional agency model towards in-house capabilities. Central to the transition is leveraging technology to enhance flexibility and cost-effectiveness. Advances in data analytics, artificial intelligence (AI), and digital tools have revolutionized the way organizations collect, analyze, and interpret market data.

Check the link in Bio to read the full article!

🌟 Day 2 didn’t disappoint! Lots of discussions, insights, and networking! Connect with our team and be part of the future of work. Stay tuned for more updates!

What an incredible start to the Saudi Employee Experience Conference! 

Day1 offered invaluable insights from Alaa Arab on “The Impact of Employee Experience on Customer Experience.”

Meet our team at the New Metrics booth and learn more about employee experience and shaping the future of work in Saudi Arabia!

Omotenashi is a deep-rooted Japanese concept of exceptional hospitality that goes beyond just serving guests. It involves genuine care, anticipating guests’ needs with grace and humility, and creating a memorable customer experience. Embracing this ethos in businesses fosters an environment where customers are valued individuals, not just transactions.

Head to link in bio to learn more!

Addressing Pain Points in Saudi Workplaces 
Building on our assessment of the Saudi Employee Engagement Survey, we’re diving deeper into the core pain points affecting workplace satisfaction and productivity. By understanding and addressing these challenges, we aim to create more supportive and rewarding work environments for employees across Saudi Arabia.

Reasons for Pain Points:

Work-life Balance:
Long Working Hours, Commutes, and Remote Work Opportunities: Employees face extended work hours, challenging commutes, and limited remote work options, contributing to work-life imbalance.
Workplace Pressure and Overload: Heavy workloads and pressure to perform impact employee well-being.

Communication and Transparency:
Undefined Communication Channels: Lack of clear communication between management and employees hinders collaboration.
Infrequent Updates: Employees require more frequent updates on organizational changes, goals, and performance.

Learning and Development Opportunities:
Untapped Strengths: Companies usually do not identify employees’ strengths and tailor accordingly.
Personalized Learning: Generic learning programs often do not address individual development paths.

Career Growth:
Limited Lateral Promotions: Opportunities for lateral career growth are scarce.
Mentorship and Coaching: Enhancing mentorship programs can significantly boost career development.

For more insights and updates on our ongoing efforts to enhance employee engagement and workplace satisfaction, follow New Metrics and meet our team at Saudi Employee Experience Conference on May 14-15th in Riyadh!

We conducted an employee engagement study to better understand the evolving needs of employees across various sectors in Saudi Arabia. Our analysis revealed insights into key metrics revealing employees’ motivations and challenges guiding our efforts to optimize their experience and contribute to Saudi Arabia’s growth agenda.

🔍 Key Findings:

Strengths: Our study highlighted strengths in learning and empowerment (70% promoters) and teamwork (71% promoters), indicating a culture of collaboration and growth.

Pain Points: Work-life balance emerged as the biggest pain point, followed by personalized learning and development, communication and transparency, career growth, and, lastly, work environment.

Follow us for more insights in the coming weeks, along with initiatives to address these challenges and foster a supportive workplace.

Earth Day: A reminder of our commitment to cherish our planet and cultivate human value every single day. 🌱🌎

In customer-centricity, distinguishing between Customer Experience (CX) and Customer Service (CS) is crucial. Here’s the breakdown:

Customer Experience (CX): Encompasses a customer’s journey with your brand, from the first encounter to ongoing engagement. CX is proactive and holistic, seeking to shape every touchpoint to leave a lasting impression.

Customer Service (CS): CS, on the other hand, is reactive. It addresses specific customer inquiries, issues, or needs as they arise at individual touchpoints along the journey.

Key Difference:

CX is about the big picture - it’s creating overall positive feelings about your brand. CS is more immediate, focusing on solving problems in the moment.

Recognizing and appreciating cultural diversity within Customer Experience (CX) is essential. As companies operate in increasingly interconnected markets, grasping the subtleties of different cultures becomes crucial for building strong and authentic customer relationships.

Head to link in bio to learn more!

Employee recognition and awards are crucial elements of fostering a positive workplace culture. Acknowledging employees’ efforts and achievements boosts morale and enhances engagement and productivity. Employees who feel appreciated are more likely to be committed to their work and the company’s goals, leading to higher retention rates. Moreover, recognition promotes collaboration and teamwork, creating a supportive environment where everyone feels valued and motivated to excel.

Contact New Metrics to turn your employee recognition into an investment in the success and well-being of your team.

The integration of AI into Customer Experience is a catalyst for profound change, revolutionizing how businesses engage with their customers. From enhancing personalization and streamlining processes to anticipating future trends, AI is reshaping the customer journey. As organizations navigate challenges and leverage technologies like NLP and predictive analytics, the future promises more personalized and emotionally intelligent interactions.

Head to Link in Bio to read the Full Article!

📈 Global Consumer Trends: A Snapshot 🌍

AI Adoption and Investment Rate: The consistent growth in AI investment signals a steadfast commitment to innovation, despite fluctuations in adoption rates. This underscores the enduring strategic importance of AI technologies.

Convenience is Key: Businesses excelling in convenience prioritize seamless customer experiences from start to finish. Our Convenience Emphasis Index quantifies this commitment, showing that convenience-driven brands not only gain market share but also foster lasting customer loyalty.

Values Matter: Consumers now prioritize brands that align with their values. Authentic communication and shared values build strong brand-consumer connections in today’s socially conscious landscape.

Collaboration in Uncertainty: Amid uncertainty, collaborative partnerships between consumers and businesses thrive. The Collaborative Positivity Index measures this trend, highlighting the importance of positive, cooperative interactions.

Privacy Paradigm Shift: Privacy is no longer just a legal requirement but a cornerstone of ethical business. Embracing privacy as a core value strengthens consumer trust and loyalty.

Let’s adapt and thrive in this evolving consumer landscape together. Revisit these trends through the link in Bio!

🌷 Happy Mother’s Day to all the incredible moms out there! 🌷

At New Metrics, we celebrate the amazing mothers in our team who juggle work and family with grace and determination. This Mother’s Day, we’re spotlighting some of our remarkable moms and their insights on what it means to be a working mom.

Join us in honoring these inspiring moms and celebrating the strength and resilience of all mothers everywhere! 💖

Empathetic leadership is about recognizing the humanity in each team member and fostering a culture of care and understanding. While you may not have all the answers, your willingness to listen, understand, and support your team speaks volumes.

To be an empathetic leader, “Be Curious, Be Bold, Be Human-Centric, and always strive towards Creating Human Value!”

Check Link in Bio to read the full article!