Customer and Employee Experience Analytics

Understanding what customers and employees feel, need, and expect at every interaction helps organizations create experiences that drive satisfaction, loyalty, and retention. Without structured insights, teams may overlook critical friction points or emerging opportunities. Experience analytics bridges this gap, allowing decision-makers to act on real-time data to improve service delivery, product development, and engagement strategies.

CX Strategy as the Foundation

Seamless Integration

Driving Loyalty and Growth

Building Trust and Competitive Edge

What You Gain

With our analytics offering, organizations can.

Capture real-time Voice of Customer (VoC) and Voice of Employee (VoE) feedback across multiple channels.

Monitor digital journeys to uncover pain points and behavior patterns.

Analyze social conversations for trend detection and reputation management.

Access unified customer intelligence through a centralized data cloud.

Use predictive models to identify churn risk, loyalty drivers, and key moments of influence.

How we Help You Succeed

Voice of Customer and Voice of Employee Programs

Set up feedback mechanisms across surveys, web interactions, chat, contact center, and mobile channels. Design closed-loop systems to drive action and accountability.

Digital Experience Analytics

Monitor user interactions using platforms like FullStory and Medallia DXA. Diagnose journey bottlenecks, optimize paths, and improve conversion.

Social Listening and Insight Mining

Use AI tools like Sprinklr and Qualtrics to track brand sentiment and identify emerging themes. Create real-time alerts for reputational issues or product feedback.

Customer Data Cloud and Unified Intelligence

Integrate structured and unstructured feedback into one system. Provide dashboards and reporting tools to support agile decisions.

Predictive and Prescriptive Analytics

Apply machine learning models to anticipate behavior and recommend next actions. Prioritize insights based on impact and urgency.

Why Choose New Metrics

Certified implementation and strategy partners with Medallia, Qualtrics, Sprinklr, FullStory, and Creatio.

Experience-led focus that combines technology with insight strategy.

Regional and industry-specific models tailored to enterprise and public sector needs.

Advanced analytics frameworks with built-in governance and action tracking.

All our Services

Research and Insights

Growth Enablement

Customer Experience CX And Engagement

CX Maturity Assessment

Strategy and Operating Model

Voice of Customer Programs (Medallia, Sprinklr)

CX Enhancement & Personalization

Service Design & Optimization

Customer Journey Mapping