August 14, 2025
What Are CX Leaders Really Measuring?
In the Gulf, CX leaders are measuring success differently. They rely less on proving immediate ROI and more on refining customer loyalty scores, streamlining journeys, and building new feedback engines.
While Western markets are under pressure to justify every CX investment with financial return, Gulf organisations are still leaning heavily on traditional metrics like NPS and CSAT. But dig deeper, and there’s plenty of innovation happening behind the scenes.
A telecoms provider has unified 60+ touchpoints into a single NPS framework. A property developer working with UAE government entities boosted its NPS by 13% while slashing registration times. And one international bank has built an entire online community, a self-sustaining research engine that’s reshaping how the company measures, listens, and learns.
So what does this say about the region’s approach to measurement, feedback and insight?
Drawn from real finalist submissions to this year’s Gulf CX Awards, Awards International’s new insights report explores the contrasting strategies behind CX metrics in the region. Whether it’s the rise of CLTV modelling, the smart use of unstructured data, or the shift to in-house research, the case studies reveal how Gulf businesses are evolving their measurement mindset, even without the same economic pressure.
Curious about what’s next for CX metrics in the Gulf? Get access to the full report now.
