In today’s digital-first world, organizations striving for superior customer experiences often overlook a critical enabler: the employee experience. At Publicis Sapient, we know that the most successful customer journey transformations are those that recognize and harness the powerful synergy between engaged employees and satisfied customers. By integrating employee experience (EX) into the heart of customer journey transformation (CJT), businesses can unlock holistic value—driving growth, efficiency, and sustainable competitive advantage.
The relationship between EX and CX (customer experience) is more than a correlation; it’s a virtuous cycle. Employees who are empowered, engaged, and equipped with the right digital tools are better positioned to understand and meet evolving customer needs. When organizations invest in their people—through change management, digital enablement, and a culture of innovation—they create a workforce that is agile, motivated, and aligned with the company’s customer-centric mission.
Years of incremental improvements and siloed technology investments have often created friction for both customers and employees. For example, new customer care platforms may suffer from low adoption if employees are not included in the transformation journey, leading to workarounds and inefficiencies that ultimately frustrate both staff and customers. By addressing these internal challenges, organizations can untangle problematic moments at every touchpoint, enabling employees to deliver more efficient and gratifying service.
Publicis Sapient’s approach to transformation is built on the understanding that digital change is not just about technology—it’s about people. Our SPEED framework—Strategy, Product, Experience, Engineering, and Data—ensures that every transformation initiative considers both the employee and customer perspective.
Change management is at the core of successful transformation. We help organizations foster environments where employees feel empowered to innovate and deliver exceptional service. This includes leadership development, knowledge transfer, and scalable guidance that ensures positive change permeates throughout the organization. When employees are supported through transitions with training and open communication, they become champions of the customer journey.
Digital transformation is only as effective as the people who use the tools. We work closely with clients to design and implement digital solutions that enhance employee productivity, collaboration, and engagement. Whether it’s advanced data platforms, AI-powered assistants, or seamless integration of new technologies, our solutions are engineered to make work more meaningful and efficient—enabling employees to focus on delivering value to customers. Human-centered design ensures that digital solutions are intuitive, accessible, and aligned with the real needs of users—both employees and customers.
Based on our extensive experience, we recommend the following best practices for organizations seeking to align EX and CX:
Organizations across industries have realized significant benefits by integrating employee and customer journey transformation:
What sets Publicis Sapient apart is our relentless focus on value creation for both employees and customers. Our multidisciplinary teams bring together expertise in strategy, technology, design, and organizational change to deliver end-to-end transformation. We understand that true digital business transformation is achieved when employees are empowered to deliver the experiences that customers truly value.
By bridging the gap between EX and CX, Publicis Sapient helps organizations build the foundations for sustainable growth, resilience, and innovation. If you’re ready to unlock the full potential of your people and deliver exceptional customer experiences, we’re here to help you lead the way.
Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in a world that is increasingly digital. Our expert SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—combined with a culture of curiosity and deep industry knowledge, enable us to deliver meaningful impact to our clients’ businesses through reimagining the products and experiences their customers and employees truly value.