In today’s rapidly evolving digital landscape, organizations are increasingly recognizing that exceptional customer experience (CX) is inextricably linked to the quality of their employee experience (EX). At Publicis Sapient, we believe that the most successful business transformations are those that address both sides of this equation—empowering employees to deliver the kinds of customer experiences that drive loyalty, growth, and competitive advantage.
The relationship between EX and CX is more than just a correlation; it’s a powerful synergy. Employees who are engaged, equipped with the right tools, and supported by a culture of innovation are better positioned to understand and meet the evolving needs of customers. When organizations invest in their people—through change management, digital enablement, and cultural transformation—they create a workforce that is agile, motivated, and aligned with the company’s customer-centric mission.
Publicis Sapient’s leadership in both employee and customer experience consulting has been recognized by leading industry analysts. Our approach is rooted in the understanding that digital transformation is not just about technology, but about people—how they work, collaborate, and ultimately, how they serve customers.
Publicis Sapient’s unique SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—form the backbone of our holistic transformation model. This integrated approach ensures that every transformation initiative considers both the employee and customer perspective, driving sustainable value across the organization.
Clients consistently highlight our strengths in change management, leadership development, and knowledge transfer. By focusing on organizational change and culture, we help businesses foster environments where employees feel empowered to innovate and deliver exceptional service. Our guidance is designed to be repeatable and scalable, ensuring that positive change permeates throughout the organization.
Digital transformation is only as effective as the people who use the tools. We work closely with clients to design and implement digital solutions that enhance employee productivity, collaboration, and engagement. Whether it’s through advanced data platforms, AI-powered assistants, or seamless integration of new technologies, our solutions are engineered to make work more meaningful and efficient—enabling employees to focus on delivering value to customers.
At the heart of our methodology is a commitment to human-centered design. We blend creativity, design thinking, and technology to reimagine both employee and customer journeys. This approach ensures that digital solutions are intuitive, accessible, and aligned with the real needs of users—whether they are employees on the front lines or customers interacting with a brand.
Our track record speaks for itself. Publicis Sapient has been recognized as a leader in both customer and employee experience consulting by independent analysts. Clients commend us for our ability to drive measurable business value, foster innovation, and deliver lasting cultural change. For example, our work with major global organizations has resulted in:
Based on our extensive experience, we recommend the following best practices for organizations seeking to align EX and CX:
What sets Publicis Sapient apart is our relentless focus on value creation for both employees and customers. Our multidisciplinary teams bring together expertise in strategy, technology, design, and organizational change to deliver end-to-end transformation. We understand that true digital business transformation is achieved when employees are empowered to deliver the experiences that customers truly value.
By bridging the gap between EX and CX, Publicis Sapient helps organizations build the foundations for sustainable growth, resilience, and innovation. If you’re ready to unlock the full potential of your people and deliver exceptional customer experiences, we’re here to help you lead the way.
Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in a world that is increasingly digital. Our expert SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—combined with a culture of curiosity and deep industry knowledge, enable us to deliver meaningful impact to our clients’ businesses through reimagining the products and experiences their customers and employees truly value.