Real stories from 10 organizations that transformed their customer journeys with personalized customer experiences that drive true engagement and fuel rich, lasting relationships.
Empower your brand by orchestrating all customer interactions from a single platform and gain a 360-degree view of your customer.
Download our CDP offering brochure to learn more.
Personalizing the experience by delivering up-to-the-minute customer data to all digital channels
Business Impact:
The centralized CDP makes Nationwide’s digital services more resilient. The company can now launch new digital products and experiences sooner because developers can connect to the existing CDP instead of reinventing the wheel. On the roadmap are real-time notifications, personalized banking products, fraud monitoring, and more.
By the Numbers:
Services: Technology & Engineering, Data & Artificial Intelligence
Industry: Financial Services
Crafting superior experiences with a 360-degree customer view
Business Impact:
With deeper customer insights, Falabella is marketing more effectively—personalizing the experience, increasing revenues, and reducing churn. The company is on its way to becoming a true algorithmic retailer. Company leaders plan to introduce the data-driven culture to other areas of the business, fueling growth and increasing profitability.
By the Numbers:
Services: Data & Artificial Intelligence, Technology & Engineering
Industries: Retail, Financial Services
Transform your organization to drive personalization at scale and generate exponential growth by creating richer, more meaningful connections with your customers.
Download our Personalization offering brochure to learn more.
Introducing the world’s first data-driven cocktail recommendation engine
Business Impact:
Customers flock to the Cocktail Lab to find Patrón Tequila cocktail recipes filtered by ingredient, taste, type, and difficulty. Already loaded with nearly 600 recipes, the library continues to grow as bartenders around the globe add their creations, becoming brand evangelists. Today, the Patrón brand remains associated with celebration—and now also with versatility.
By the Numbers:
Services: Data & Artificial Intelligence, Customer Experience & Design, Strategy & Consulting, Technology & Engineering
Industry: Consumer Packaged Goods
Hyper-personalizing experiences at massive scale
Business Impact:
Hyper-personalization has boosted restaurant KPIs, including average guest spend and average weekly visits. Email engagement and loyalty enrollment increased, and guests enjoy a consistent experience across content and offers, strengthening the brand.
By the Numbers:
Services: Strategy & Consulting, Customer Experience & Design, Technology & Engineering, Data & Artificial Intelligence
Industry: Travel & Hospitality
Leverage actionable insights from first-party customer data to drive new sources of revenue in an environment where the protection of personal data is becoming more paramount.
Download our Data Monetization offering brochure to learn more.
Turning customer knowledge into revenues
Business Impact:
Hyper-personalized experiences have helped Miral transform itself from an asset management company to a digital experience provider. Yas Connect helps Miral upsell, extend targeted offers, deliver more personalized services, identify opportunities for further property development, and increase operational efficiency. In the CEO’s words, “Through Yas Connect we have created a wall-less destination where our customers can enjoy different experiences.”
By the Numbers:
Services: Strategy & Consulting, Customer Experience & Design, Technology & Engineering, Data & Artificial Intelligence, Marketing Platforms, Product Management
Industry: Travel & Hospitality
Creating a new revenue stream by selling first-party data to partners
Business Impact:
The customer achieved its three-year goal of $100 million in revenue from data monetization and is on track to reach $1 billion annually. Now the grocer plans to put the retail media network to work to improve business operations, data planning and analysis, campaigns, and channel strategy.
By the Numbers:
Additional Outcome:
Services: Strategy & Consulting, Customer Experience & Design, Technology & Engineering, Data & Artificial Intelligence, Marketing Platforms, Innovation & Digital Product Management
Industry: Retail
Increase customer trust in your brand and boost your ROI from digital marketing in a cookieless world.
Download our Digital Identity offering brochure to learn more.
Personalizing customer communications to increase revenues
Business Impact:
The new platform—and a way to track customers’ digital identities—has transformed operations across the restaurant, including data analytics, marketing, customer service, product innovation, and supply chain. Today, the restaurant serves up hyper-personalized marketing campaigns, strengthening loyalty and increasing revenue.
By the Numbers:
Additional Outcomes:
Services: Strategy & Consulting, Customer Experience & Design, Technology & Engineering, Data & Artificial Intelligence, Marketing Platforms, Innovation & Digital Product Management
Industry: Travel & Hospitality
Engaging customers with personalized digital outreach throughout their stay
Business Impact:
Now campaigns deliver better results, including higher opening and click-through rates and fewer opt-outs. Automated workflows make campaigns easier to execute. More guests check in and make reservations online, freeing up staff time for the extra touches that make the experience memorable.
By the Numbers:
Services: Strategy & Consulting, Customer Experience & Design, Marketing Platforms
Industry: Travel & Hospitality
Build loyalty by delivering connected, personalized experiences through every channel, increasing revenues and customer lifetime value.
Download our Customer Loyalty offering brochure to learn more.
Becoming a valued partner to drivers
Business Impact:
Guests give the new app an enthusiastic thumbs up. Sales rose at Flying J travel centers, and the company gives credit to the revamped messaging and loyalty system. Analytics about driver behavior and purchasing choices help company managers make smart decisions. Now Pilot Company is planning to use the same technology to further strengthen customer engagement with personalization, conversational UI, and gamification.
By the Numbers:
Services: Strategy & Consulting, Customer Experience & Design, Technology & Engineering, Product Management
Industry: Energy & Commodities
Becoming a preferred airport by reducing stress
Business Impact:
During the peak of COVID-19, the new platform served as the main communications channel for passengers, helping them feel secure in their travel plans. It was their source for new pandemic protocols, terminal changes, and other updates. The airport’s engineering teams continue to adapt ahead of new customer needs, applying the agile methods we helped introduce.
By the Numbers:
Services: Strategy & Consulting, Customer Experience & Design, Technology & Engineering
Industry: Travel & Hospitality
Learn more
Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value by applying a startup mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and creative problem-solving. Digital pioneers with 20,000 people and 53 offices around the globe, our experience in technology, data sciences, consulting, and customer obsession—combined with our culture of curiosity and relentlessness—enables us to accelerate our clients’ businesses by designing the products and services their customers truly value. Publicis Sapient is the digital business transformation hub of Publicis Groupe. For more information, visit publicissapient.com.