AI-Driven Experience Transformation: Industry-Specific Success Stories

In today’s rapidly evolving digital landscape, artificial intelligence (AI) is not just a technological upgrade—it’s a catalyst for reimagining how organizations operate, innovate, and grow. At Publicis Sapient, we believe that true transformation is achieved when AI is integrated holistically across Strategy, Product, Experience, Engineering, and Data & AI—the pillars of our SPEED framework. This approach ensures that every initiative is human-centered, outcome-driven, and tailored to the unique challenges of each industry.

Below, we explore how the SPEED framework is delivering measurable business outcomes in banking, retail, hospitality, and insurance, with real-world examples of AI-driven transformation.

Banking: Accelerating Fraud Detection and Risk Management

The financial services sector faces relentless pressure to combat fraud and manage risk, all while delivering seamless customer experiences. AI, when embedded within the SPEED framework, enables banks to move beyond reactive measures and adopt proactive, predictive strategies.

Strategy: We begin by identifying high-value use cases—such as fraud detection and risk assessment—that align with both regulatory requirements and customer trust imperatives.
Product: Rather than treating fraud detection as a one-off project, we help banks develop continuously evolving products that leverage AI to adapt to new threats in real time.
Experience: AI-powered systems are designed to minimize customer friction, enabling secure transactions without unnecessary hurdles. For example, intelligent authentication and anomaly detection can flag suspicious activity while allowing genuine customers to transact seamlessly.
Engineering: Our engineering teams implement robust, cloud-native architectures that support real-time data processing and rapid model deployment, ensuring that fraud detection capabilities are always up to date.
Data & AI: By harnessing both structured and unstructured data, advanced machine learning models can identify patterns and anomalies that traditional systems miss. This has led to significant reductions in fraud losses and improved customer confidence.

Impact: Banks leveraging this approach have seen measurable improvements in fraud detection rates, faster response times, and enhanced regulatory compliance—all while maintaining a customer-first mindset.

Retail: Personalizing the Omnichannel Experience

Retailers today must deliver hyper-personalized experiences across digital and physical channels. AI, integrated through SPEED, enables brands to anticipate customer needs, optimize operations, and create seamless journeys.

Strategy: We work with retailers to define clear business objectives—such as increasing conversion rates or improving customer loyalty—anchored in a deep understanding of shopper behavior.
Product: AI-driven recommendation engines and dynamic pricing tools are developed as evolving products, continuously learning from customer interactions to deliver relevant offers and content.
Experience: By leveraging predictive analytics and conversational interfaces, retailers can offer tailored product suggestions, personalized marketing messages, and frictionless checkout experiences. For example, AI-powered chatbots and virtual assistants guide customers through complex purchase decisions, mirroring the personal touch of in-store associates.
Engineering: Integration across platforms and data sources is key. Our teams build the data and integration layers necessary for unified commerce, enabling a single view of the customer and seamless movement between channels.
Data & AI: Self-learning segmentation models and real-time analytics empower retailers to understand and act on customer intent, driving higher engagement and satisfaction.

Impact: Retailers adopting this approach have reported increased conversion rates, higher average order values, and improved customer retention, all while reducing operational complexity.

Hospitality: Hyper-Personalized Travel Experiences

In hospitality, the ability to deliver emotionally resonant, personalized experiences is a key differentiator. AI, applied through the SPEED framework, transforms every stage of the guest journey.

Strategy: We help hospitality brands identify opportunities to use AI for both operational efficiency and guest delight, such as personalized recommendations and dynamic pricing.
Product: Our work with leading travel brands has included the development of AI-powered search and recommendation engines. For example, vacation rental platforms now allow travelers to describe their ideal getaway in natural language, receiving tailored property suggestions that match their unique preferences and aspirations.
Experience: Conversational AI interfaces remove friction from the booking process, inspire discovery, and foster deeper engagement. Guests receive recommendations that reflect not just their criteria, but their emotions and travel goals.
Engineering: Agile, cloud-based architectures enable rapid deployment of new features and continuous improvement, ensuring that digital experiences keep pace with evolving guest expectations.
Data & AI: By analyzing vast amounts of guest data, AI models anticipate needs, personalize communications, and optimize pricing in real time.

Impact: Hospitality clients have seen a doubling of property saves, record-high search-driven visits, and accelerated product innovation cycles, all while enhancing guest satisfaction and loyalty.

Insurance: Modernizing Legacy Systems for Agility and Growth

The insurance industry is often constrained by legacy systems that hinder innovation and slow time-to-market. Through SPEED, we help insurers modernize their technology landscape and unlock the full potential of AI.

Strategy: We start by aligning modernization efforts with business goals—such as improving claims processing or launching new digital products—ensuring that every initiative delivers tangible value.
Product: AI is embedded in the development of new digital insurance products, enabling rapid prototyping, testing, and iteration.
Experience: Human-centered design ensures that both customers and employees benefit from modernization. For example, AI-powered virtual assistants streamline claims submission and status tracking, reducing frustration and improving transparency.
Engineering: Our proprietary tools accelerate legacy system modernization, enabling cloud migration, test automation, and seamless integration with new digital platforms.
Data & AI: Advanced analytics and AI models drive better risk assessment, fraud detection, and personalized policy recommendations.

Impact: Insurers have achieved higher digital adoption, faster claims resolution, and significant reductions in operational costs, all while delivering better experiences for customers and employees.

The Human-Centered Advantage

Across all industries, the SPEED framework ensures that AI-driven transformation is not just about technology—it’s about people. By placing human needs at the center, we empower organizations to:

Deliver hyper-personalized, emotionally resonant experiences
Accelerate innovation and time-to-market
Enhance operational efficiency and agility
Build trust through responsible, ethical AI adoption

At Publicis Sapient, our industry-specific expertise and proven SPEED framework are helping clients realize the full potential of AI. Whether you’re looking to combat fraud, personalize customer journeys, or modernize legacy systems, we’re ready to partner with you on your transformation journey.

Ready to explore how AI-driven experience transformation can elevate your business? Connect with Publicis Sapient’s experts to start your journey.