Customer Centric | New Metrics

Moments That Matter: Rethinking Public Sector CX Through Life Events

When someone has a baby, loses a job, starts a business, or needs care for an aging parent, they are not thinking about which department handles what. They are thinking about what they need, what to do next, and whether help will come in time. Yet most public services are still structured by how government […]

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

Matt Watkinson Interview with 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 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 engagements across the GCC, we […]

Designing Public Services That Citizens Value: Lessons from Pine, Kano, and Drucker

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 at functionality. They focus on delivery mechanics i.e. how fast a form can be submitted, how many transactions a portal handles, or how well it complies with internal policy. What […]

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 […]