Customer and Employee Experience Management

Delivering consistent, responsive, and personalized experiences requires more than insights. It demands the ability to act across channels with speed, coordination, and intelligence. Organizations that manage experience interactions effectively build deeper relationships, reduce churn, and improve brand equity. With the right tools and governance, businesses can respond to feedback, manage their reputation, and engage customers and employees in real time.

CX Strategy as the Foundation

Seamless Integration

Driving Loyalty and Growth

Building Trust and Competitive Edge

What You Gain

Our Customer and Employee Experience Management service enables organizations to

Respond to feedback with agility across digital, social, and physical channels.

Manage brand presence and reputation across social platforms

Build two-way engagement with customers and employees through personalized communication.

Orchestrate marketing and service messages using advanced automation tools.

Centralize content publishing, community management, and care across touchpoints.

How we Help You Succeed

Online Reputation and Review Management

Monitor and respond to reviews across platforms using tools like Medallia and Sprinklr. Track sentiment trends and measure impact on customer choice.

Social Media Care and Community Engagement

Route social mentions to care teams in real time. Use AI-powered categorization to triage and prioritize public feedback. Track resolution times and quality metrics for community interaction.

Social Content Publishing and Governance

Centralize social calendar and campaign management using Sprinklr or Qualtrics. Ensure brand consistency and approval workflows across all channels.

Marketing Cloud Integration

Personalize communications across email, SMS, push, and in-app experiences. Build intelligent customer journeys based on behavior, preference, and segmentation.

CPaaS (Communication Platform as a Service)

Enable scalable, secure, and integrated communication through channels like WhatsApp, SMS, email, and chat. Partner with Infobip to deliver unified customer messaging at scale.

Why Choose New Metrics

Platform partnerships with Medallia, Sprinklr, Qualtrics, Melqart, and Infobip.

Cross-functional implementation expertise across customer care, brand, and marketing teams.

Custom governance models to streamline response, publishing, and campaign workflows.

Deep integration with existing CRMs, service desks, and marketing stacks for seamless activation.

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