Medallia names New Metrics as its exclusive partner for UAE market
Medallia, a global provider of enterprise experience management software, has named New Metrics as its exclusive partner for the UAE market.
The collaboration builds on a long-standing relationship between the two companies but has now been elevated, granting New Metrics exclusive status in the strategically important UAE region. Under the agreement, New Metrics will serve as the sole advisory and implementation partner for Medallia platforms and solutions across the region.
“Through this partnership, New Metrics is positioning itself at the forefront of the shift to enterprise experience management, enabling organizations in the UAE to transform experience into a measurable, scalable business advantage,” stated New Metrics in a release.
Enterprise experience management encompasses two core domains: customer experience (CX) and employee experience (EX). Both have consistently been recognized as strategic priorities for organizations – ensuring a satisfied and loyal customer base, as well as an engaged and committed workforce.
Excellence in CX and EX has been shown to drive key performance indicators including revenue growth, operational efficiency, profitability, and resilience to disruptions.
An end-to-end service
In these areas, Medallia brings its globally recognized, AI-powered experience platform, while New Metrics contributes deep expertise in experience strategy, transformation, and operationalization.
“Together, we go far beyond platform deployment. We enable organizations to embed experience management into their operating model – connecting CX, EX, and overall business performance into a single, actionable framework,” said New Metrics. “This approach ensures that experience is not treated as a standalone function, but as a core driver of growth and efficiency.”
From reactive to proactive
A key differentiator of the joint offering is its ability to help clients shift experience management from a reactive model to a proactive one. “We help organizations move from an approach focused solely on measurement and reactive service recovery to one centered on orchestration and proactive intervention,” said New Metrics.
“Traditional experience programs often capture feedback and report on performance, which is valuable but can result in delayed action and missed opportunities to influence outcomes in the moment. Through AI-driven intelligence, we help organizations detect signals across customer and employee journeys in real time, prioritize the moments that matter, and design and deploy interventions quickly and at scale.”
Data sovereignty
With data sovereignty increasingly on the executive agenda, Medallia and New Metrics have designed their service to include a fully local hosting model. This is particularly important for organizations in highly regulated sectors such as government, banking, and telecommunications, where data residency is a core requirement of data hosting strategies.
“With local hosting, we ensure that customer and employee data remains within national borders, that security and governance standards align with local expectations, and that regulatory and compliance requirements are fully met,” stated New Metrics. “More importantly, it removes a long-standing barrier to adoption, enabling organizations to scale advanced experience management capabilities without compromising compliance or control.”
