October 15, 2025
EXP KSA: Medallia and New Metrics Power CX Transformation Across Saudi
CXM attended the Experience KSA event this week in Riyadh, the experience management event hosted by New Metrics in partnership with Medallia. David Dungay spoke to Ben Morris, VP of Alliances, Medallia and Nader Abu Zahr, VP, Experience Management & Digital Transformation, New Metrics to discuss the powerful collaboration that is transforming the way organizations in the Kingdom of Saudi Arabia deliver customer and citizen experiences.
Together, Medallia’s global CX and EX technology and New Metrics’ deep local expertise are helping private and public organizations align with Saudi Vision 2030 — driving digital transformation, trust, and service excellence across the region.
A Partnership Driving Regional Transformation
Morris described the partnership as a perfect blend of global innovation and local insight.
“It’s a great partnership here in KSA,” he said. “It brings together the best of global and local. We have Medallia as a world-class technology for customer experience and employee experience, and we marry that with the local expertise of New Metrics — who understand the culture, the local strategy, and the business environment.”
Supporting Vision 2030 Through Citizen Experience
Nader highlighted how the partnership is directly aligned with the Saudi Vision 2030 agenda — a national transformation plan that places citizens and beneficiaries at the heart of service design and delivery.
“Vision 2030 is all about citizen and beneficiary experience — in other words, it’s putting the customer right at the front end,” he explained. “Our partnership with Medallia directly supports that ambition by equipping government and private sector organizations with real-time insights.”
Nader emphasized that by listening, understanding, and acting on feedback at scale, organizations can achieve more than just efficiency — they can build trust, loyalty, and sustainable growth.
“This will not only drive service excellence,” Nada continued, “it will also foster trust, loyalty, and sustainable growth — all of which feed back into Vision 2030’s transformational goals.”To view the conversation see below.
