Human-Centered AI: Elevating Both Customer and Employee Experiences

In today’s digital landscape, artificial intelligence (AI) is not just a technological leap—it’s a catalyst for holistic transformation. At Publicis Sapient, we believe the true promise of AI lies in its ability to elevate both customer and employee experiences, blending operational efficiency with emotional resonance and creativity. By leveraging Salesforce’s advanced AI capabilities—including generative AI and proprietary tools like PSChat—organizations can unlock new value, foster innovation, and build a future where technology amplifies human potential.

The Dual Imperative: Customers and Employees at the Center

AI’s impact is most profound when it is designed with people at the center. For customers, this means hyper-personalized, emotionally resonant journeys that anticipate needs and remove friction. For employees, it means empowering creativity, automating repetitive tasks, and enabling smarter, faster decision-making. This dual focus is essential for organizations seeking to drive sustainable growth and innovation.

Transforming Customer Journeys with Salesforce AI

Salesforce has redefined customer engagement by embedding both predictive machine learning and generative AI across its platform. Out-of-the-box features like Einstein Insights, Send Time Optimization, and generative content creation in Marketing and Commerce Clouds allow organizations to:

Deliver personalized recommendations and communications at scale
Anticipate customer needs using real-time data and predictive analytics
Guide users through complex processes with conversational interfaces
Accelerate innovation by rapidly testing and deploying new digital experiences

For example, in retail, a leading UK supermarket partnered with Publicis Sapient to build a new e-commerce platform powered by Salesforce and AI. The result was a frictionless, omnichannel experience that drove rapid digital growth and customer loyalty. In financial services, AI-driven personalization enabled banks to move beyond mass messaging, orchestrating journeys that adapt to individual behaviors and preferences while maintaining compliance and data security.

Empowering Employees: Creativity, Productivity, and Innovation

AI is equally transformative for the employee experience. Generative AI tools, such as PSChat, provide secure, context-aware assistants that help employees across disciplines—strategy, product, engineering, and data—work smarter and faster. These tools:

Automate repetitive tasks, freeing employees to focus on higher-value, creative work
Enhance knowledge sharing by surfacing relevant information and best practices in real time
Support decision-making with data-driven insights and scenario simulations
Foster a culture of continuous learning and inclusion by making expertise accessible to all

For instance, Publicis Sapient’s deployment of PSChat across the organization has enabled employees to ideate, draft, and refine content in a secure environment, accelerating project delivery and unlocking new levels of creativity. In healthcare, generative AI has streamlined marketing automation, improved targeting, and enabled faster go-to-market for new campaigns.

Best Practices for Human-Centered AI Adoption

To realize the full potential of human-centered AI, organizations should follow a structured, people-first approach:

Identify and Prioritize Use Cases: Start with high-value opportunities that serve both customers and employees. Use collaborative frameworks, such as the Value Alignment Lab, to align stakeholders and surface impactful, achievable AI applications.
Assess Data Readiness: Ensure your data is accurate, accessible, and unified across systems. Salesforce Data Cloud and Customer Data Platforms (CDPs) are powerful enablers for breaking down silos and creating a real-time view of the customer.
Plan for Governance and Responsible AI: Establish robust governance frameworks that address privacy, ethics, and compliance. Salesforce’s Einstein Trust Layer and grounding techniques (field, flow, and document-based) ensure AI outputs are secure, relevant, and compliant.
Launch Pilot Programs and Measure Impact: Start small with targeted pilots, leveraging out-of-the-box Einstein capabilities or custom solutions. Define clear success metrics and iterate based on feedback and results.
Foster a Culture of Experimentation and Learning: Equip teams with the skills and resources needed to harness AI’s evolving capabilities. Encourage continuous learning, cross-functional collaboration, and ethical innovation.

Real-World Impact Across Industries

Organizations across sectors are already seeing measurable benefits from this approach:

Retail: Increased engagement and conversion through AI-driven personalization and dynamic pricing
Consumer Products: Faster time-to-market and enhanced loyalty via agile, AI-powered commerce platforms
Financial Services: Improved customer trust and compliance with secure, personalized journeys
Healthcare: Streamlined workflows and targeted communications, accelerating innovation cycles

The Path Forward: AI as a Catalyst for Human-Centric Innovation

As AI continues to evolve, its potential to transform every aspect of experience—customer, employee, and organizational—is only beginning to be realized. At Publicis Sapient, our human-centered, AI-powered approach ensures that innovation always serves people first, driving relevance, efficiency, and emotional connection in a rapidly changing world.

Ready to explore how human-centered AI can elevate your business? Connect with Publicis Sapient’s experts to start your journey.