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ESG in the GCC:Regulation Is Moving Fast. Capability Is not.

ESG in GCC has moved from compliance to building the right capability that is closely intertwined with economic transformation.

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Insights

The Trust Gap: Why Institutions Will Win or Lose in 2026 on Credibility, Not Capability

Institutions that embed credibility into decision-making, governance, and leadership behavior create resilience that cannot be replicated by technology alone.

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Insights

From Judgment to Value: Why 2026 Is the Year Outcomes Finally Matter

In 2026, outcomes not initiatives, metrics, or motion are the true measure of effectiveness. Leaders must assign accountability, and embed continuous learning

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Insights

From Transformation to Discipline: Why 2026 Is the Year Operating Models Catch Up with Strategy

2026 is about discipline: the discipline to translate strategy into repeatable practices, clear ownership, and coherent decision-making.

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Insights

New Metrics and Saudi Air Navigation Services SANS Announce Strategic Partnership to Advance Employee Experience

New Metrics signed strategic partnership with Saudi Air Navigation Services (SANS) to advance employee experience and well-being across the organization

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Matt Watkinson on CX, Human-Centricity, and Why It All Comes Down to Value

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 Matt Watkinson, it starts with something more elemental: what it means to be human. Ahead of his keynote at EXP KSA and a series of speaking

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Insights

Phenomenology and CX: Designing for Lived Experience in a Digital World

Phenomenology in CX design shapes lived experience through embodiment, temporality, and AI, creating digital interactions grounded in human perception.

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Insights

Experience by Design: Understanding and Operationalizing ADAA and DGA Frameworks in Saudi Arabia

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.

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Designing Cognitive CX: AI, the Extended Mind, and the Future of Experience

AI transforms CX through the Extended Mind Thesis by reshaping design, extending cognition, and introducing new ethical responsibilities.

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Insights

AI for Public Good: Advancing Inclusive, Data-Driven, and Future-Ready Societies

AI is transforming governance, public services, and social equity across the Middle East through smarter, inclusive, and data-driven systems.

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Insights

GCC Smart Cities: Innovation, Sustainability, and the Future of Human-Centric Urban Living

GCC smart cities must enhance human experiences, improve quality of life, and foster economic growth while addressing sustainability challenges.

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Editor’s Picks

Editor’s Picks, Insights

Rewiring Expectations: Redefining Customer Experience in KSA’s Telecom Sector

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 experience. As the Kingdom advances toward the goals of Vision 2030, telecom providers play a critical role in enabling digital transformation, economic diversification, and a more connected society. Yet, the […]

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Editor’s Picks, Insights

The State of Banking in KSA and UAE Through the Lens of Customers

New Metrics draws on proprietary research on evolving customer preferences, emerging trends, and the strategic priorities driving the UAE and KSA banking sectors.

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Editor’s Picks, Insights

From Attraction to Separation: Mapping the Modern Employee Journey

Companies can enhance engagement, productivity, and retention by visualizing and addressing each stage of an employee journey, from attraction to separation.

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