Publicis Sapient
Customer Engagement
Offering Summary
Control, secure, and leverage customer data in a flexible and compliant way with Customer Engagement offerings that increase customer lifetime value, drive enterprise growth, and enhance customer acquisition and retention—all while increasing order size and identifying new revenue sources.
As part of our unique approach, Publicis Sapient helps you design and build the right-sized data and technology solutions to transform your business into a consumer-centric organization.
Solving Digital Transformation Challenges
How can you leverage data to attract new customers and deepen existing relationships? As market trends continue to intensify the struggle for brands to drive customer acquisition, deepen relationships, and retain customers, the challenge of leveraging data to increase marketing ROI, inform broader strategic decisions, and increase customer lifetime value expands.
- Acquire & retain customers: Personalize experiences to build loyalty
- Monetize data: Drive growth and new revenue streams
- Unlock value: Design and build the right data and technology solutions
Customer Engagement Platforms (CEPs) Empower Brands
Orchestrate all customer interactions from a single platform and gain a 360-degree customer view to help create stronger, more profound, and intimate bonds with your customers. Deliver more engaging customer journeys.
When you personally engage your customers through the right channels, with the right products, services, and experiences—at the right time—you give customers more personal, convenient, and meaningful moments with your brand. Anywhere, anytime. To make them feel understood. To save time and money. To even become a better version of themselves.
Questions to Ask
- Which customer segments do I engage? Which customer segments do I organize around? What value can be brought to customers and the enterprise, and how do I prioritize and sequence investment in customer experiences and back-stage enablers?
- What do customers engage with? Define, design, and deliver the channels, touchpoints, services, and content that will influence how people behave and drive loyalty as an outcome.
- How do I build it? Deploy the right technologies and assets needed to deliver great things to market with velocity at scale.
- How do we become it? Create the operating model and develop the appropriate culture to innovate faster than the marketplace.
Building Your Customer Engagement Strategy
There are four building blocks to tackle the customer management challenge and understand where to focus investment:
- Define the vision, strategy, and roadmap
- Prioritize and design personalized experiences
- Set out target state technology and data capabilities
- Define the people, process, and operating model to execute
Customer Engagement Offerings Include:
- Customer Data Platform
- Data Monetization
- Digital Identity
- Personalization
- Customer Loyalty
How We’ve Made an Impact
Global Retailer
The imperative for change:
- Disjointed and outdated customer experience across offerings and channels
- Complex, siloed organization lacking coordination across simultaneous customer initiatives
- Competitors disrupting traditional convenience advantage
The transformative solution:
- Conducted comprehensive situation assessment to generate design hypotheses and outline capabilities & gaps
- Defined a ‘North Star’ platform business model that drove a redesign of their total customer experience
- Developed the business case and a rollout plan for the program
- Defined change management priorities to align the organization and deliver against the vision of the customer engagement platform (CEP) program
The business impact:
- Over $5 billion in incremental revenue growth opportunity
- Estimated $1 billion EBIT growth
Quick Service Restaurant
The imperative for change:
- Risk of plateauing growth
- Threat from delivery platforms
- Gaps in foundational marketing & technological capabilities
- Evolving marketplace creating need for personalized experiences
The transformative solution:
- Leveraged a multi-lens approach across three phases of work to define strategy, test & learn, and build & scale capabilities across the organization
- Developed Platform Business Model recommendations based on current state assessment, future state vision definition, and prioritized roadmap & investment case
- Migrated from the strategy phase to execution with test & learn pilots to drive personalization at scale while building marketing data & technology capabilities
The business impact:
- Over $1 billion in incremental top-line growth opportunity
- Over $200 million in EBIT growth
Global Pharmaceutical Company
The imperative for change:
- Slow internal processes and systems limited personalization
- Struggling market performance and new challenger brands
- Lack of customer-centricity and siloed workstreams
The transformative solution:
We designed an integrated, data-driven marketing experience to boost customer engagement and conversion. This new experience enabled:
- Personalized content
- Automated content serving
- Faster content delivery
- Integrated internal processes
- Omnichannel experiences
The business impact:
- Projected revenue growth of roughly $700 million over three years
Let’s Connect
Ray Velez
Executive Vice President | Data & AI, Customer Engagement
ray.velez@publicissapient.com
Kyle Becker
Director of Business Development, Customer Data
kyle.becker@publicissapient.com
Craig Hooper
Director of Business Development, Customer Data
craig.hooper@publicissapient.com
For more information, visit publicissapient.com/solutions.
Why 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.