Understanding Customer Engagement: Embracing Personal Connections in a Digital World
Offering Summary
Mastering the Customer Engagement Journey
- 74% of customers have used multiple channels to start and complete a transaction.
- 54% say it generally feels like sales, service, and marketing teams don’t share information.
- 66% of customers expect companies to understand their unique needs and expectations.
- 76% of customers expect consistent interactions across departments.
To master the customer engagement journey, organizations must:
- Identify Me
- Know Me
- Anticipate Me
- Interact with Me
- Learn from Me
Deliver Authentic Engagement and Foster Lasting Customer Relationships
Three foundational pillars drive authentic engagement:
Digital Identity
- Gain a 360° unified customer view for improved personalization and smarter decision-making.
- Maximize data utility to improve rich customer insights.
- Break down data silos and merge customer data from various touchpoints into a single, secure platform.
Personalization
- Drive growth via personalization, with loyalty program members seeing 12-18% incremental revenue growth per year compared to nonmembers.
- Create meaningful connections based on individual preferences.
- Increase conversion rates during customer interactions.
- Drive higher customer lifetime value (CLV) with personalized journeys.
Loyalty
- Unlock lifelong brand advocates, with 72% of loyalty members saying they shop more at companies with loyalty programs.
- Deliver seamless cross-channel experiences that build personal relationships with your brand.
These pillars compound value on top of each other: building loyalty without personalization is hard, and personalizing without identity is impossible. Companies that engage with us on these offerings connect data to personalized experiences to loyalty, ensuring measurable and repeatable value from their Salesforce investment.
World-Class Digital Business Transformation + The World’s #1 CRM
We drive accelerated growth through generative AI, personalization, retail media networks, digital commerce, and customer data platforms. We empower organizations to create impactful customer experiences, optimize operations, and gain a competitive edge.
Publicis Sapient Capabilities:
- Marketing Transformation
- CRM Strategy
- Data & Identity
- Creative & Media
- Platform Implementation
- Campaign Operations
- Analytics & Insights
- Epsilon Data Essentials
- Digital Identity
- Personalization
- Loyalty
- Martech Transformation
Salesforce Capabilities:
- Marketing Engagement
- Marketing Personalization
- Marketing Intelligence
- Sales
- Commerce
- Data Cloud
- Experience
- Service
- MuleSoft
- Tableau
- Epsilon Data Essentials (AppExchange)
What Sets Us Apart
How We’ve Made an Impact
Global Quick Serve Restaurant
The imperative for change:
This QSR sought to capitalize on growth by implementing a new customer-centric platform to create personalized connections with customers, supporting revenue growth and restaurant expansion.
Solution outcomes:
- Hyper-personalized marketing campaigns at an individual level
- Improved effectiveness of marketing spend
- Ad retargeting/remarketing
- Engagement and interaction insights across owned and paid properties, including OTV/CTV
- Comprehensive business value analysis to validate potential revenue uplift from the strategy investment
Technology:
- Marketing Cloud – Engagement
- Marketing Cloud – Personalization
- Marketing Cloud – Intelligence
- Data Cloud
- Epsilon Data Essentials
- Google Analytics
National Footwear Retailer
The imperative for change:
The retailer needed to elevate their loyalty program by combining offline and online experiences, enabling customer self-service and providing agents with a more cohesive customer view.
Solution outcomes:
- Increased conversion for loyalty program signups
- Reduced ad spend by targeting customers who matched the ideal “look-alike” customer
- Faster time to value for campaigns from ideation to execution (powered by Data Cloud)
- “Delivering Delight” with surprise awards for loyalty program loyalists, keeping the program fresh and exciting
Technology:
- Marketing Cloud – Engagement
- Loyalty Cloud
- Data Cloud
Global Biopharmaceutical Company
The imperative for change:
Over several years, this organization tripled its number of brands and needed a consistent way to engage with patients and providers.
Solution outcomes:
- Personalized marketing journeys and campaigns for providers and patients
- Improved user experiences with new automation
- Intelligent reporting based on identity resolution that connects activities from all channels and sources of data
Technology:
- Marketing Cloud – Engagement
- Marketing Cloud – Personalization
- Marketing Cloud – Intelligence
- Data Cloud
- Epsilon Data Essentials
Let’s Connect
Contact us for a review of how our capabilities and partnership with Salesforce can establish, augment, and extend your digital transformation.
Amy Kitscher
Customer Engagement Solution Leader, North America
Email: amy.kitscher@publicissapient.com
Caroline Reeves
Customer Engagement Solution Leader, EMEA
Email: caroline.reeves@publicissapient.com
For more information, please visit publicissapient.com/partnerships/salesforce.
About Publicis Sapient
Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain a competitive advantage in a world that is increasingly digital. We operate through our expert SPEED capabilities: Strategy and Consulting, Product, Experience, Engineering, and Data. Combined with our culture of curiosity and deep industry knowledge, this enables us to deliver meaningful impact to our clients’ businesses by reimagining the products and experiences their customers truly value. Our agile, data-driven approach equips our clients’ businesses for change, making digital the core of how they think and what they do. Publicis Sapient is the digital business transformation hub of Publicis Groupe, with 20,000 people and over 50 offices worldwide. For more information, visit publicissapient.com.