AI-Driven Experience Transformation: Industry-Specific Success Stories

In today’s rapidly evolving digital landscape, the question is no longer whether to embrace artificial intelligence (AI), but how to harness its power to create meaningful, measurable value for customers and employees. At Publicis Sapient, we believe that what’s next is now—and we’re leading the way in AI-driven experience transformation across industries. Our approach is rooted in human-centered design, powered by data and AI, and focused on delivering tangible business outcomes. Here, we spotlight how our work in automotive, retail, and financial services is setting new standards for digital excellence.

The SPEED Model: The Engine of Transformation

At the heart of our success is the SPEED model—Strategy, Product, Experience, Engineering, and Data & AI. This integrated framework ensures that every transformation initiative is grounded in strategic vision, rapid product development, human-centered experience design, robust engineering, and advanced data and AI capabilities. By weaving AI and experience into every stage, we help organizations adapt, scale, and thrive in a world where customer expectations are constantly evolving.

Automotive: Reinventing Mobility with AI and Data

The automotive industry is undergoing a profound shift, driven by electrification, connectivity, and changing consumer behaviors. Publicis Sapient partnered with Renault to launch the award-winning Plug Inn platform—a peer-to-peer network that connects electric vehicle (EV) drivers to a vast ecosystem of home and business charging stations across France. Powered by AI, Plug Inn optimizes the user experience by matching drivers with available charging points, predicting demand, and facilitating seamless transactions. This platform not only enhances convenience for EV owners but also creates new revenue streams and strengthens Renault’s position as a leader in sustainable mobility.

Our work extends beyond platforms. For one of the world’s largest automakers, we built a digital showroom that consolidates online car shopping data from 190 markets and 105 countries. Leveraging AI and machine learning on a cloud-native architecture, the platform turns data into actionable insights, enabling the automaker to prioritize offers and incentives for customers with the highest likelihood of conversion. The result? A 900% increase in test drives and significantly improved conversion rates—demonstrating how AI can drive both customer engagement and business growth.

Retail: Personalization and Omnichannel Engagement at Scale

Retailers today face the dual challenge of meeting rising consumer expectations for personalization while optimizing operations for efficiency. Publicis Sapient’s integration of Salesforce with WhatsApp is a prime example of how AI can transform customer engagement. By connecting CRM data with real-time messaging, brands can deliver personalized, context-aware experiences at scale—anticipating needs, streamlining interactions, and building lasting loyalty.

Our partnership with leading retailers also includes the deployment of AI-powered media network accelerators. These solutions enable retailers to monetize first-party data, automate media management, and deliver AI-driven audience segmentation and personalization. The result is a new revenue stream through targeted advertising, improved operational efficiency, and deeper customer engagement—helping retailers stay ahead in a competitive market.

Financial Services: Empowering Advisors and Clients with AI

In financial services, the ability to deliver timely, relevant advice is a key differentiator. Publicis Sapient worked with a leading wealth management firm to build a contextual search experience within its advisor platform. By ingesting real-time financial data from multiple sources and applying AI-driven search and recommendation algorithms, we enabled advisors to provide more accurate, personalized guidance to their clients. After migrating the solution to the cloud, the platform now supports over 20,000 advisors, reduces search response time by 80%, and is rated as the favorite feature by more than 90% of users.

We also help financial institutions leverage robotic process automation (RPA) and AI to streamline operations, reduce manual effort, and improve compliance. By automating repetitive, rule-based tasks, employees are freed to focus on higher-value activities—driving both efficiency and employee satisfaction.

Human-Centered, AI-Powered Transformation

What sets Publicis Sapient apart is our commitment to human-centered design. We believe that technology should enhance—not replace—the human element in every interaction. Our AI solutions are designed to keep people in the loop, foster emotional connections, and deliver outcomes that matter. Whether it’s creating a peer-to-peer EV charging network, enabling real-time customer conversations, or empowering financial advisors, our focus is always on the people at the heart of the experience.

Measurable Business Outcomes

Across industries, our AI-driven transformations deliver measurable results:

Automotive: 900% increase in test drives, improved conversion rates, and new ecosystem value.
Retail: Enhanced personalization, new advertising revenue streams, and increased customer loyalty.
Financial Services: 80% reduction in search response time, higher advisor satisfaction, and streamlined operations.

Recognized Leadership and Industry Impact

Publicis Sapient’s leadership in AI-driven experience transformation is recognized by industry analysts and clients alike. We have been named a Leader in multiple IDC MarketScape reports for customer and employee experience services. Our clients consistently praise our ability to combine creativity, design, and technology to drive business value.

The Future: AI as a Catalyst for Human-Centric Innovation

As organizations worldwide embrace the era of AI, Publicis Sapient is uniquely positioned to guide them from imagination to realization. Our blend of design, technological prowess, and strategic vision enables clients to build and scale a new generation of digital products and services. With AI and experience at the core, we help businesses become more relevant, efficient, and emotionally connected to the people they serve.