In today’s rapidly evolving digital landscape, organizations are increasingly recognizing that the path to exceptional customer experience (CX) begins within: with their own people. Employee experience (EX) is no longer a peripheral concern—it is a critical driver of successful customer experience transformation. At Publicis Sapient, we believe that empowering employees through organizational change, culture, and digital enablement is fundamental to delivering the seamless, innovative, and human-centered experiences that customers expect.
The connection between EX and CX is both intuitive and measurable. Employees who are engaged, equipped, and inspired are more likely to deliver outstanding service, innovate on behalf of customers, and embody the brand’s values in every interaction. Conversely, organizations that neglect the employee journey often find their CX ambitions undermined by disengagement, inefficiency, and resistance to change.
Publicis Sapient’s leadership in employee experience consulting, as recognized by the 2022 IDC MarketScape for Worldwide Employee Experience Consulting Services, is rooted in a holistic approach. We understand that digital transformation is not just about technology—it’s about people. Our clients consistently highlight our strengths in change management, organizational transformation, leadership enablement, HR strategy, and culture change. These capabilities are essential for building the workforce and organizational resilience needed to sustain customer-centric innovation.
Our approach to digital business transformation fuses people considerations into every stage of customer-oriented change. We help organizations engineer transformation and automation in ways that enhance, rather than erode, inclusion, work quality, and customer engagement. This means:
Clients consistently praise Publicis Sapient for our ability to facilitate digital transformation with a focus on human-driven outcomes. Our work has helped organizations:
One client noted that Publicis Sapient “became a complete extension of our own team in culture and collaboration,” while another highlighted our “strong culture of supporting the client, while taking a rigorous view on scope and timelines.” These testimonials underscore the importance of partnership, trust, and shared purpose in driving both EX and CX success.
Based on our extensive experience across industries, Publicis Sapient recommends several best practices for organizations seeking to harness the power of employee experience in their customer experience transformation:
Our SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—are the foundation of our people-driven approach. We bring together deep industry knowledge, a culture of curiosity, and a relentless focus on value creation for both employees and customers. Whether guiding a global retailer through omnichannel transformation or helping a financial services firm modernize its operating model, we ensure that people are at the heart of every change.
As recognized by leading analyst firms, Publicis Sapient is uniquely positioned to help organizations build workforce and customer equity across digital transformation. Our clients value our ability to balance organizational change between people and technology, ensuring that automation and process redesign enhance, rather than diminish, the human touch.
In a world where digital is the core of how organizations think and operate, employee experience is not just an HR concern—it is a strategic imperative for business leaders across HR, operations, and transformation. By investing in people-driven digital change, organizations can unlock new levels of agility, innovation, and customer loyalty.
At Publicis Sapient, we are committed to helping our clients realize this vision—empowering their people to deliver the experiences that customers truly value, today and into the future.