In today’s digital-first world, experience transformation is no longer a luxury—it’s a necessity. Nowhere is this more evident than in highly regulated industries such as financial services and healthcare, where the stakes are uniquely high. These sectors must not only meet rising customer expectations for seamless, personalized experiences but also navigate a complex landscape of compliance, security, and trust. Yet, as recent success stories show, organizations in these industries are not just keeping pace—they are setting new standards for what’s possible.
Financial services and healthcare organizations face a dual imperative: deliver innovative, customer-centric experiences while maintaining rigorous compliance and safeguarding sensitive data. The challenge is formidable. Years of incremental improvements and siloed technology investments have often resulted in fragmented journeys, operational inefficiencies, and customer frustration. However, these very challenges create opportunities for bold transformation.
At Publicis Sapient, we have seen firsthand how a holistic, human-centered approach—grounded in deep industry knowledge and enabled by modern technology—can unlock value, drive efficiency, and build lasting trust.
A leading European bank undertook a sweeping transformation of its customer experience across digital, branch, and contact center touchpoints. By reimagining journeys such as business account opening, working capital management, and retirement planning, the bank made it simpler for customers to get what they need—while also streamlining internal processes. The results speak volumes:
This transformation was not just about technology. It required cross-functional collaboration, agile delivery, and a relentless focus on both customer and regulatory requirements. The outcome: a more resilient, efficient, and customer-centric organization.
Nationwide Building Society recognized that delivering up-to-the-minute, personalized experiences required a robust, secure data foundation. By centralizing customer data on a resilient cloud platform, Nationwide enabled real-time notifications, personalized banking products, and advanced fraud monitoring—all while achieving:
This approach not only improved customer engagement and operational efficiency but also ensured compliance and data security at every step.
For public health agencies, the ability to respond rapidly to emerging needs is critical. The Health Resources and Services Administration (HRSA) transformed its digital platform to connect 16,000 healthcare providers with 17 million patients, supporting four times more providers and processing three times more transactions with the same staffing. During the pandemic, the platform enabled HRSA to project community impacts and allocate resources effectively, guiding policy and promoting health equity. The transformation delivered:
Healthcare organizations are also leveraging digital portals to enhance patient experience while maintaining strict regulatory compliance. For example, a leading orthopedic hospital launched a secure, cloud-based patient portal that allows patients to manage appointments, access documents, and communicate with providers—all in compliance with GDPR and healthcare regulations. The result: improved patient satisfaction, time savings for providers, and peace of mind for leadership.
With over 30 years of experience in digital business transformation, Publicis Sapient partners with leading organizations in financial services, healthcare, and beyond to deliver measurable impact. Our SPEED capabilities—Strategy, Product, Experience, Engineering, and Data—enable us to address the unique challenges of regulated industries, from compliance and security to customer trust and operational excellence.
Experience transformation in regulated sectors is not just about meeting today’s expectations—it’s about building the resilient, customer-centric organizations of tomorrow. By embracing a holistic, agile, and data-driven approach, financial services and healthcare leaders are proving that regulation and innovation can go hand in hand—delivering better outcomes for customers, patients, and society as a whole.
Ready to lead the way in your industry? Connect with Publicis Sapient to discover how experience transformation can unlock new value for your organization.