October 13, 2025
Experience KSA 2025 – Powering Vision 2030 Through Data, Technology & Human Insight
On 15th October 2025, senior leaders from government, business, and technology will gather at the Crowne Plaza Riyadh RDC Hotel & Convention for Experience KSA 2025 — a strategic summit where data, technology, and human insight converge to accelerate Saudi Arabia’s national transformation agenda.
Hosted by New Metrics, in partnership with Medallia, the event is a CX and EX national platform that aligns with Vision 2030’s citizen-first mandate, enhancing the delivery of value by public institutions and private organisations through improved customer and employee experiences.
For more details, click here.
Saudi Arabia’s Vision 2030 has set an ambitious course for a Vibrant Society, a Thriving Economy, and an Ambitious Nation. While economic diversification, infrastructure, and technology investments often make headlines, experience maturity — how citizens, customers, and employees interact with institutions — is emerging as a critical enabler of success.
Eric Din, SVP Alliances at Medallia, commented, “As customer and employee experience become increasingly critical worldwide, global events like the Medallia Experience Las Vegas hit the road with World Tour stops in London, Sydney and Mexico City.
Recognising the unique momentum in the Kingdom, New Metrics, in partnership with Medallia, is bringing this conversation to KSA through a locally-driven, high-impact event. This exclusive gathering reflects the same vision: to accelerate experience innovation and share best practices tailored to the region.“
The New Metrics–Medallia Partnership
Central to this event is the strategic partnership between New Metrics and Medallia. Together, they are powering some of Saudi Arabia’s most ambitious CX and EX programs.
This partnership combines Medallia’s global technology — real-time feedback analytics, AI-driven insights, and scalable listening platforms with New Metrics’ regional expertise — cultural fluency, on-the-ground consulting, and change management tailored to Saudi organisations.
This blend of global capability and local execution has already enabled national-scale programs across multiple sectors. Financial institutions and insurance companies have operationalized customer feedback to enhance retention and drive product innovation. Large-scale projects, including NEOM and Red Sea Global, are using experience data to improve service delivery and stakeholder engagement. Government entities, such as the Ministry of Culture and HRDF, are leveraging integrated feedback ecosystems to advance Vision 2030 goals and modernize citizen interactions.
Experience KSA 2025
Experience KSA 2025 is the meeting point where innovation, strategy, and application come together. The event agenda is structured to explore how experience management can deliver measurable impact across public and private sectors.
Key Sessions Include:
The Ten Principles Behind Great Customer Experiences
- Matt Watkinson shares insights behind truly exceptional customer experiences based on best practices and behavioural insights.
Medallia Vision Keynote
- Mike Debnar will show how leading organizations are transforming customer and employee experience by listening at scale, acting on signals, and creating intelligent, always-on, and truly actionable journeys that shape the future of CX and EX.
Citizen Experience Panel
- Leaders from government entities discuss how citizen feedback and digital platforms are driving public sector excellence.
CX in Landmark Developments
- How mega-projects — from NEOM to tourism initiatives — are embedding experience at the core of their strategies.
Employee Experience Panel
- Examining how Saudi organisations are competing for talent through purpose, engagement, and experience-driven workplace cultures.
Advancing National CX & EX Maturity
Experience KSA 2025 is designed to translate Vision 2030 ambitions into actionable pathways. For the public sector, this means citizen-centric services that are responsive, data-driven, and trusted. Businesses want customer-driven growth, innovation, and differentiation in competitive markets. For employees, it means creating meaningful workplaces that unlock performance and attract top talent.
By bringing together policy leaders, industry executives, technology innovators, and experience practitioners, the event serves as a national dialogue on experience maturity — moving the conversation from measurement to transformation.
Saudi Arabia is entering a decisive phase of Vision 2030 implementation. Experience KSA 2025 is a strategic platform for shaping the citizen, customer, and employee experiences that will define the Kingdom’s next decade.
As New Metrics and Medallia continue to enable transformation at scale, this summit offers leaders a front-row seat to the future of experience in the region — and a chance to shape it actively.
Mohamed Debouk, CEO and Founder of New Metrics, commented, “We’ve consistently seen that leaders want to learn more, share more, and build better experiences together. As the national conversation on transformation deepens, these exchanges have never been more important. EXP KSA was created to bring leaders into the same space — to reflect, exchange perspectives, and shape how experiences are designed and delivered for greater impact.”
To find out more about Experience KSA 2025, click here.
