Publicis Sapient

Customer Engagement: Customer Data Platform

Offering Summary

Deliver measurable business value, enable personalized experiences, and predict your customer’s next move with Customer Data Platform (CDP) service offerings that provide a 360-degree view of your customers. By collecting data from multiple sources—web, email, mobile apps, call centers, and in-person interactions—our CDP solutions help you blend disparate data sets and gain actionable insights. This unlocks immediate solutions that improve your bottom line and drive faster ROI.

Solving Digital Transformation Challenges

Connected data delivers business value across the enterprise. With CDP solutions, you can deliver the engaging, sophisticated experiences your customers expect by anticipating their needs and making their interactions faster and easier. Personalize and provide unique offers across all channels—not just digital—to capture the full value of your data.

Achieve your data goals with Publicis Sapient CDPs that:

Provide access to real people with high-fidelity audiences
Reach audiences at scale wherever they are in the digital ecosystem
Give advertisers a way to hold media accountable by connecting buy-to-sales impact (online and offline) and closing the loop

A New Data Strategy

Traditional marketing tactics are just that: traditional. Many consumers are wary of giving up their data, concerned about privacy and the lack of real value in return. With the loss of cookies and the diminishing impact of traditional marketing, it’s clear that a new data strategy is needed.

Meet your customers when and where they want to be reached with omnichannel communications that deliver a truly connected digital experience.

Accelerate Time to Value with Four Key Pillars

Data Strategy: Define a strategic agenda and prioritization framework.
Technology: Create flexible technical platforms and enrich existing tools to gain a competitive advantage.
Organization & Governance: Establish the right organization and scalable governance over time.
People: Ensure your organization has the proper workforce and development programs in place to manage and analyze data.

CDP Features & Functionality

Inbound Integration: Streaming integration, out-of-the-box connectors, batch processing
Activation: Out-of-the-box campaign integration, orchestration
Identity Resolution: Deterministic, probabilistic, householding
Outbound Integration: Digital channel plugins, analytics plugins
Customer 360 View: Enterprise-level customer graph, unified profile, extracted features
Analytics: Customer journey analysis, recommendations, reports

Benefits of Implementing a CDP Strategy

Increase revenue through better customer conversion and engagement
Increase customer loyalty and retention through deeper insights into behavior
Make more informed decisions
Reduce churn through improved personalized experiences
Reduce acquisition cost due to efficiency in personalization
Drive cost savings in marketing generated by data-driven personalization

Solving with Publicis Sapient

We help you get the most from your data to improve business strategies, grow customer engagement, and drive better outcomes by:

Understanding customer data from a platform perspective and how it’s used to enhance the customer experience through media and other channels
Leveraging accelerators that allow us to deploy in as little as two weeks, speeding time to value
Bringing extensive experience in building end-to-end solutions, having delivered large bespoke customer data platforms for dozens of Fortune 500 companies
Drawing upon our unique blend of systems integrator and media agency expertise to provide you with an owned asset so you can control, secure, and leverage your customer data
Aligning with best-in-class partners, like Salesforce, Adobe, Microsoft, Google, and AWS, to power every solution we build

How We’ve Made an Impact

Food and Beverage Company

The imperative for change: A leading North American coffee and beverage company wanted to transform the way it interacted with its clients. With customer data residing in silos across various third-party sources, the company realized the need for a centralized CDP.

The transformative solution: Publicis Sapient implemented a CDP to provide unmatched consumer experiences, as well as hyper-targeted and personalized marketing. Integrated with over 15 data sources—including eCommerce, web analytics, IoT, and DMPs—the platform provides an integrated view of customer data to help generate insights, create omnichannel campaign strategies, and drive execution.

The business impact:

Over 30% improvement in email deliverability
13% increase in return on investment on campaigns
20% increase in conversion through campaigns
Increased site conversion, brand affinity, and media engagement

Global Retail Chain

The imperative for change:

Siloed data existed across all business units spanning seven countries in Latin America
Difficulty leveraging insights across disparate sources to drive consistent engagement and growth
Duplication of data wasted resources and risked error

The transformative solution: We built a scalable, multitier, custom CDP solution leveraging Google Cloud Platform and CDP QuickStart. The solution included:

Data ingestion, transformation, consumption, and entity unification
Modular/customizable machine learning, logging/monitoring, scheduling, DevOps, and test automation frameworks
Customer 360 applications, including customer unification/profile, order, product, and transactional analysis
A cloud-agnostic/self-service custom ML to perform predictive data analytics, measure customer lifetime value, and enable product and channel affinity for acquisition, personalization, and retention
More robust predictive analytics, customer genome modeling, and analysis of business drivers like customer lifetime value, product affinity, and acquisition—all while reducing operational costs

The business impact:

Powered by the customer insights the CDP provides, the retailer has already started to identify and activate strategies to realize tangible business benefits through improved marketing effectiveness—reducing customer churn, providing the best customer offers, and superior personalization.

The CDP solution has laid a solid foundation for the retailer to accelerate its journey to becoming a true algorithmic retailer, with the ability to extend a data-driven culture to other areas of its business and drive sustained growth through competitive advantage, enhanced customer-brand connection, and improved profitability.

Stronger sales performance
Improved customer loyalty
Strategic product planning

Let’s Connect

Ray Velez
Executive Vice President | Data & AI, Customer Engagement
ray.velez@publicissapient.com

Kyle Becker
Director of Business Development, Customer Data
kyle.becker@publicissapient.com

Craig Hooper
Director of Business Development, Customer Data
craig.hooper@publicissapient.com

For more information, visit publicissapient.com/solutions.

Why Publicis Sapient

Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain a competitive advantage in a world that is increasingly digital. We operate through our expert SPEED capabilities: Strategy and Consulting, Product, Experience, Engineering, and Data. Combined with our culture of curiosity and deep industry knowledge, this enables us to deliver meaningful impact to our clients’ businesses by reimagining the products and experiences their customers truly value. Our agile, data-driven approach equips our clients’ businesses for change, making digital the core of how they think and what they do. Publicis Sapient is the digital business transformation hub of Publicis Groupe, with 20,000 people and over 50 offices worldwide. For more information, visit publicissapient.com.