PUBLISHED DATE: 2025-08-14 20:53:32

Publicis Sapient + Salesforce

Experience Transformation: Reimagining Customer Experiences in the Era of Digital Transformation

Consumers today demand seamless, personalized experiences at every touchpoint. Meeting these expectations is now the bare minimum in a highly competitive marketplace. As digital transformation reshapes both customer and employee journeys, delivering exceptional experiences has become crucial for businesses seeking to foster loyalty, drive revenue growth, and maintain a competitive edge. At Publicis Sapient, we help companies reimagine their customer and employee experiences—going beyond the expected—to succeed in an ever-evolving future.

What Sets Us Apart

As a globally recognized leader in digital business transformation, we bring over two decades of experience crafting tailored solutions across diverse industries and customer segments. Our unique approach combines human-centered design with deep Salesforce product knowledge, enabling us to move beyond simple technology implementation to truly transform customer and employee experiences.

Offering Summary

Our comprehensive Experience Transformation offering leverages data-driven journey design, omnichannel service capabilities, and conversational experiences. We enhance customer engagement on platforms like WhatsApp, balance AI and human involvement, and identify growth opportunities through a service design approach. By mapping customer and employee journeys, we uncover gaps and areas for improvement, enabling businesses to scale their experience initiatives effectively and establish a unified digital strategy that drives measurable impact.

Meet Your Customers Where They Are with a Unified Digital Strategy

We use data-driven decision-making and a comprehensive understanding of Salesforce’s capabilities to craft transformative experiences that boost customer loyalty, drive differentiation, and accelerate growth. Our four approaches include:

  1. Experience Design: We design personalized experiences aligned with your organization’s vision, maximizing both revenue and cost-effectiveness. Covering customer-facing touchpoints and internal processes, we use agile methods to deliver iterative improvements. Our expertise mitigates issues like long timelines and mismatches between user needs and solutions, ensuring alignment with Salesforce capabilities.
  2. Journey Orchestration: We craft exceptional, seamless customer and employee experiences with data-driven journey design, identifying opportunities to adapt, exceed expectations, and boost satisfaction. Our approach focuses on delivering optimal customer journeys that close the gap between expectations and delivery.
  3. Omnichannel Engagement: We deliver consistent, high-quality customer service across all touchpoints, including key platforms like WhatsApp, to boost brand loyalty. Our AI-driven service capabilities enable service agents to tackle critical issues while leveraging Data Cloud to enhance future engagements. By prioritizing use cases and optimizing operations, our solution cuts costs and enhances both customer and employee design and Salesforce expertise.
  4. Conversational Experiences: We leverage AI to personalize customer engagement on messaging apps like WhatsApp across industries. Our approach combines AI chatbots with CRM data to integrate Marketing, Commerce, and Service clouds, ensuring a seamless experience. As the exclusive global partner for a use-case-driven WhatsApp accelerator, Publicis Sapient works with Salesforce and Meta to deliver swift value, enhance security, reduce fragmentation, and improve response times.

Conversational Experiences: Publicis Sapient + Salesforce + Meta

Harness the power of native integration between WhatsApp Business Messenger and Salesforce Service, Marketing, and Commerce clouds. This collaboration enables businesses to drive measurable value across critical customer touchpoints and unlock growth.

How We Unlock Transformative Business Outcomes

Key Statistics:

How We’ve Made an Impact

Global Beverage Company

The imperative for change: A leading beverage company operating in the U.S. faced a disparate and siloed customer experience across touchpoints, causing them to miss valuable opportunities to engage and retain their most loyal customer base. By unifying the brand’s multiple touchpoints, they enhanced the customer experience and engagement, building long-lasting “Fan” relationships.

Solution outcomes:

Technology:

Leading Grocer

The imperative for change: A leading global food chain wanted to revolutionize customer engagement by tapping into the power of WhatsApp and expanding their reach across new, exciting touchpoints.

Solution outcomes (go-live in Summer 2024):

Technology:

Let’s Connect

Contact us for a review of how our capabilities and partnership with Salesforce can establish, augment, and extend your digital transformation.

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.