PUBLISHED DATE: 2025-08-14 20:26:14

Reimagining Customer Engagement: Creating Connected Relationships in a Digital, AI-Powered Era

Offering Summary

Mastering the Customer Engagement Journey

Learn from Me. Identify Me. Know Me. Anticipate Me. Interact with Me.

Deliver Authentic Engagement and Foster Lasting Customer Relationships

True transformation takes more than technology. It requires a strategy that connects platforms, data, and human touchpoints to power engagement that’s relevant, immediate, and resilient. That’s why our Customer Engagement offering doesn’t just optimize channels—it builds connected systems and teams that are designed to adapt, scale, and evolve. Our vision is increasingly guided by agentic AI: not as a feature, but as a future state. Intelligent systems that act on behalf of brands and customers will define the next chapter of engagement, and we help our clients get there, one layer at a time.

We activate this vision through five core capabilities:
  1. Martech Foundation helps organizations design and implement a unified, cross-cloud Salesforce environment. This includes aligning architecture, standing up Data Cloud and Marketing Cloud for activation, and ensuring reliable infrastructure is in place to support orchestration and AI-driven experiences.
  2. Digital Identity unifies fragmented customer data into a single, trusted profile—capturing consent, preferences, and behavioral data across all touchpoints. With Salesforce Data Cloud at the center, organizations can finally treat identity as the foundation of meaningful engagement.
  3. Connected Experiences orchestrates cross-channel journeys with precision. From real-time service interactions to always-on marketing and lifecycle programs, we help brands deliver seamless, personalized engagement across Salesforce Clouds and media channels. CoreAI—our proprietary AI platform—can elevate these experiences by embedding intelligence into orchestration, personalization, and media activation as part of a broader strategy.
  4. Customer Intelligence closes the loop between action and outcome. Through advanced analytics, always-on dashboards, and predictive insights, we help clients optimize every interaction—ensuring personalization, segmentation, and KPIs stay aligned.
  5. The Customer Engagement Transformation Office (CETO) keeps it all aligned. By operationalizing governance, enabling cross-functional pods, and embedding agentic AI responsibly, CETO provides the structure to prioritize what matters most—and sustain momentum over time.

Orchestrated Capabilities. Compounding Value.

Each offering within our Customer Engagement framework reinforces the others—unlocking smarter engagement, faster execution, and more sustainable transformation. These real-world outcomes illustrate how value compounds when identity, insight, activation, and governance work together.

Foundation & Identity: Martech Foundation + Digital Identity

We helped a global biopharma unify its Salesforce environment and stand up a cross-cloud identity strategy—connecting patient and HCP data across Marketing and Health Clouds. With a real-time data foundation in place, the organization could activate journeys confidently while meeting complex regulatory needs.
Real-world outcome: Teams could activate audiences in minutes, not weeks—unlocking faster personalization, better data governance, and a foundation ready for AI.

Orchestration & Intelligence: Connected Experiences + Customer Intelligence

A fast-moving consumer brand tapped into Data Cloud and CoreAI to deliver dynamic, behavior-based personalization across channels. A closed-loop intelligence layer refined audiences and messaging based on live engagement signals—no more waiting weeks for optimization cycles.
Real-world outcome: Campaigns dynamically adapted to customer behavior, driving higher conversion while reducing media and production waste by double digits.

Alignment & Governance: Customer Engagement Transformation Office (CETO)

We partnered with a medtech firm to establish a formal governance layer—aligning strategy, execution, and cross-cloud operations through a CETO structure. With shared prioritization and planning rhythms in place, teams could focus on outcomes instead of reacting to complexity.
Real-world outcome: Teams went from rework and duplicate efforts to shared roadmaps, clearer accountability, and a structure that sustained momentum beyond the pilot phase.
*Source: Zippia.com

World-Class Digital Business Transformation + The World’s #1 CRM

Publicis Sapient

Salesforce

What Sets Us Apart

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Discover how Publicis Sapient’s capabilities and partnership with Salesforce can establish, augment, and extend your digital transformation. 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, which, combined with our culture of curiosity and deep industry knowledge, enables us to deliver meaningful impact to our clients’ businesses through 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.