Author: David Dungay

How EXP KSA is Redefining the Experience Movement in the Middle East

Featuring insights from Mohamed Debouk, CEO of New Metrics Saudi Arabia has entered a defining phase in its transformation journey. One where experience has become central to how organizations deliver value, earn trust, and drive growth. That transformation took center stage at EXP KSA,...

Team Building Activities for Work: How to Strengthen Employee Experience, Connection, and Performance

A few years back, team lunches just happened. People talked in the hallway without thinking about it. Now you have to plan it. Hybrid work didn’t ruin connection, but it did make it something you have to look after. When you...

Beyond AHT and NPS: The Customer Experience Metrics That Actually Matter in 2026

Customers don’t compare brands by category anymore. They compare every experience to the smoothest one they’ve had lately. Maybe it was an instant refund, a chatbot that actually helped, or a quick call answered by someone who already knew the...

Digital Customer Journey Mapping: Create, Analyze & Optimize the End-to-End Experience

Customer journeys don’t follow the rules anymore. They zig. They loop. Sometimes they disappear altogether. Someone might spot your brand on Instagram, check prices on their phone, read reviews over coffee, then finally buy from a laptop two days later....

EXP KSA: Achieving CX Orchestration at Scale

Orchestration is moving from isolated touchpoints to holistic, connected journeys says New Metrics CXM spoke to Rami Haffar, Partner at New Metrics, at the recent Experience KSA event in Riyadh about how companies should approach their CX orchestration. The discussion explored how...

From Listening to Action – Medallia Redefines the Omni-Channel Experience

Listening is not enough, companies must act on what their customers are telling them says Medallia At Experience KSA, hosted by New Metrics in partnership with Medallia, Customer Experience Magazine caught up with Mark Boniface, Executive Advisor Global Alliances at Medallia,...

Stop Asking Everything: The Employee Engagement Survey Questions That Matter Most

Plenty of companies listen to their employees. That’s not the problem. The issue is that they’re asking the wrong things. You can run engagement surveys all year, gather mountains of feedback, and still not know why people feel drained or disconnected....

Tawuniya Shares the Importance of Top-Down CX Transformations

The CXM team are seeing more transformation stories coming from the Saudi region than ever before. This week, at Experience KSA – an experience management event organized by New Metrics in partnership with Medallia, Customer Experience Magazine spoke with HH Princess...

The Employee Experience Platform: The Complete Guide for Modern Workplaces

Work has changed. On a Monday morning, a new hire tries to reset a password, files an IT ticket, waits, then scrolls through three different portals to find benefits info. By midafternoon, they’re already wondering if anyone has thought about...

Medallia’s Mike Debnar says it is Time to Take Action in the Moment

At the recent Experience KSA event, the New Metrics experience managment event held with Medallia, CXM spoke to Mike Debnar, VP Retail Executive Advisor, at Medallia, to explore how CX transformation is evolving in the age of real-time data, empowered employees,...