In today’s digital era, artificial intelligence (AI) is not just a technological upgrade—it’s a catalyst for holistic experience transformation. At Publicis Sapient, we believe that the true power of AI lies in its ability to elevate both customer and employee experiences, blending operational efficiency with emotional resonance and creativity. Our approach is rooted in human-centered design, ensuring that every AI-driven solution is crafted to serve real people, solve real problems, and unlock new value across industries.
Publicis Sapient’s leadership in AI-driven experience transformation is anchored by a clear vision: AI and experience are inseparable pillars of modern business transformation. Our leadership team, including experts with decades at the intersection of design, technology, and business, is dedicated to accelerating growth through AI- and experience-led digital transformation. This vision is embodied in our SPEED model—Strategy, Product, Experience, Engineering, and Data & AI—ensuring that innovation is always connected to human needs and business outcomes.
AI is most impactful when it is designed with people at the center. At Publicis Sapient, we champion a human-centered philosophy, keeping humans in the loop to drive both innovation and efficiency. Our solutions are not about replacing people, but about empowering them—enhancing the quality of interactions, fostering emotional connections, and delivering meaningful outcomes for customers and employees alike.
AI enables brands to deliver deeply personalized experiences at scale. For example, our work with Homes & Villas by Marriott Bonvoy reimagined the vacation rental search experience. By leveraging generative AI and natural language processing, we enabled travelers to describe their ideal getaway in their own words—"a beachfront home in the Caribbean perfect for a bachelorette celebration"—and receive tailored recommendations that match not just their criteria, but their emotions and aspirations. This intuitive, conversational approach removes friction, inspires discovery, and drives higher engagement and satisfaction.
Across industries, AI is transforming customer journeys by:
AI is equally transformative for the employee experience. Our proprietary tools, such as PSChat, provide secure, context-aware generative AI assistants that help employees across disciplines—strategy, product, engineering, experience, and data—work smarter and faster. These tools:
By reducing the burden of mundane tasks and amplifying creative potential, AI empowers employees to innovate, solve problems, and deliver better outcomes for customers and the business.
AI-driven transformation is not limited to isolated tools or features—it’s about building end-to-end digital ecosystems. Publicis Sapient helps organizations connect customers, employees, and partners through seamless, data-driven platforms. Whether it’s a peer-to-peer network for EV drivers, a personalized commerce platform, or an AI-powered knowledge hub, our solutions are designed to:
Our approach to AI-driven experience transformation is grounded in measurable business value. We help clients:
For example, the rollout of AI-powered search for Homes & Villas by Marriott Bonvoy led to a doubling of property saves, record-high search-driven visits, and accelerated product innovation cycles. In retail, AI-driven personalization and conversational commerce are increasing conversion rates and customer satisfaction, while internal knowledge assistants are streamlining employee workflows and decision-making.
With great power comes great responsibility. Publicis Sapient is committed to ethical AI development, ensuring that our solutions are transparent, fair, and aligned with our clients’ values. We help organizations establish robust governance frameworks, address bias and privacy concerns, and design safeguards to manage risk. Our focus on responsible AI ensures that technology enhances—not diminishes—human outcomes and trust.
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, we are uniquely positioned to guide organizations on this journey, blending design, technology, and strategy to build the next generation of digital products and services. 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 AI-driven experience transformation can elevate your business? Connect with Publicis Sapient’s experts to start your journey.