Marketing, Growth & Experience

Customer Experience CX And Engagement

Voice of Customer Programs (Medallia, Sprinklr)

In today’s environment, understanding customer sentiment and acting on real-time feedback is critical to building a responsive, customer-centric organization. A strong Voice of Customer (VoC) program goes beyond gathering data—it translates customer insights into strategic actions that enhance satisfaction, loyalty, and long-term growth.

CX Strategy as the Foundation

Seamless Integration

Driving Loyalty and Growth

Building Trust and Competitive Edge

How a VoC Program Drives Impactful Change

Our VoC program is designed to help you make decisions that genuinely reflect your customers’ needs, allowing you to

Create a Feedback-Driven Culture

We establish processes that allow customer feedback to inform all levels of decision-making, helping you stay connected to evolving customer expectations.

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Prioritize High-Impact Investments

By linking feedback to performance metrics, we ensure your organization invests in the improvements that matter most, optimizing resources for maximum ROI.

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Accelerate Continuous Improvement

Gain real-time insights that empower your teams to make timely adjustments, ensuring that every customer interaction aligns with your brand promise.

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Enhance Customer Understanding Across Channels

Our program captures feedback across all touchpoints, giving you a comprehensive view of customer experiences to drive more personalized, relevant interactions.

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Our Approach to Voice of Customer

We collaborate with your teams to develop a VoC program that not only gathers data but enables you to make impactful changes. Each component is designed to bring meaningful improvements to the customer experience

Comprehensive Feedback Collection

From surveys to social listening, we gather customer feedback from every relevant source, creating a full picture of customer sentiment and satisfaction.

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Real-Time CX Measurement

Our frameworks capture CX metrics that are directly tied to organizational performance, enabling you to connect customer feedback to actionable insights and growth opportunities.

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Advanced Analytics

Leveraging Medallia and Sprinklr platforms, we offer sophisticated data analytics, including sentiment analysis and trend tracking, that provide in-depth understanding across touchpoints.

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Strategic Recommendations and Prioritization

We go beyond data analysis to identify high-impact actions and provide a roadmap for implementation, helping you focus on changes that drive the most value.

Why Choose New Metrics for Your VoC Program

At New Metrics, we understand that effective VoC programs are about more than data collection—they’re about creating a culture that values customer insights and acts on them strategically. Our approach combines proven methodologies, regional expertise, and best-in-class technology to ensure your VoC program becomes a powerful tool for growth

Exclusive Technology Partnerships

As the exclusive partner of Medallia in Saudi Arabia and a certified expert with Sprinklr, we leverage cutting-edge platforms to capture, analyze, and act on customer feedback, providing robust capabilities that enhance every aspect of your VoC program.

Strategic Insight and Actionability

Our approach goes beyond insights—we ensure each finding directly informs strategic decisions that drive tangible results.

What You Can Expect

Intuitive Dashboards for Actionable Insights

Customized dashboards allow easy access to real-time insights, enabling decision-makers across the organization to stay informed and responsive.

Alignment with Business Goals

Our approach connects VoC findings directly to business metrics, ensuring that each insight contributes to strategic goals and measurable outcomes.

Implementation Support and Training

We provide hands-on support, from initial program setup to team training, ensuring your organization is empowered to sustain improvements over time.

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