The Kafkaesque Customer Experience: When Complexity Replaces Clarity
Escaping the Kafkaesque is a matter of institutional integrity.Leaders who design for coherence and transparency build durable trust.| New Metrics
Escaping the Kafkaesque is a matter of institutional integrity.Leaders who design for coherence and transparency build durable trust.| New Metrics
Designing public services around life moments that matter is about being effective, human, and worthy of public trust.| New Metrics
The science behind what makes leaders effective, how neuroscience and psychology influence decisions, trust, motivation, and team culture.| New Metrics
What does it mean to be customer-centric in a world where expectations are shifting, technology is accelerating, and transformation is unfolding at national scale? For […] The post Matt Watkinson on CX, Human-Centricity, and Why It All Comes Down to Value first appeared on New Metrics.| New Metrics
Public services are typically built on three pillars: access, efficiency, and equity. These are foundational goals, and rightly so. But in practice, many services stop […] The post Designing Public Services That Citizens Value: Lessons from Pine, Kano, and Drucker first appeared on New Metrics.| New Metrics
Saudi Arabia’s telecommunications industry stands at a pivotal juncture, one shaped not just by infrastructure, but by rising expectations around service quality, innovation, and digital […] The post Rewiring Expectations: Redefining Customer Experience in KSA’s Telecom Sector first appeared on New Metrics.| New Metrics
Phenomenology in CX design shapes lived experience through embodiment, temporality, and AI, creating digital interactions grounded in human perception. The post Phenomenology and CX: Designing for Lived Experience in a Digital World first appeared on New Metrics.| New Metrics
In a shift toward citizen-centric governance, ADAA and DGA frameworks are transforming Saudi Arabia’s public sector by turning experience measurement into a strategic driver of Vision 2030. The post Experience by Design: Understanding and Operationalizing ADAA and DGA Frameworks in Saudi Arabia first appeared on New Metrics.| New Metrics
AI transforms CX through the Extended Mind Thesis by reshaping design, extending cognition, and introducing new ethical responsibilities. The post Designing Cognitive CX: AI, the Extended Mind, and the Future of Experience first appeared on New Metrics.| New Metrics
AI is transforming governance, public services, and social equity across the Middle East through smarter, inclusive, and data-driven systems. The post AI for Public Good: Advancing Inclusive, Data-Driven, and Future-Ready Societies first appeared on New Metrics.| New Metrics
Scaling with Purpose: How Businesses Can Drive Sustainable Growth in a Changing Market| New Metrics
New Metrics is a leading experience management consultancy with a presence across the EMEA region. Dedicated to future-proofing organizations, we achieve sustainable growth through human-centric transformations, data analytics, and employee enablement around four vital strategic verticals: Customer Experience, Employee Experience, Product Experience, and Brand Experience.| New Metrics
Data-driven organizations require a strategic approach, organizational alignment, technological investments, and a commitment to ethical data practices.| New Metrics
