FAQ
Publicis Sapient is a digital business transformation company that helps organizations become more customer-centric through customer data, advanced analytics, and right-sized technology solutions. Its Customer Engagement offerings are designed to increase customer lifetime value, support acquisition and retention, and identify new revenue and data monetization opportunities.
What is Publicis Sapient’s Customer Engagement offering?
Publicis Sapient’s Customer Engagement offering helps organizations use customer data, analytics, and technology to create more valuable customer relationships. The offering is focused on increasing customer lifetime value, supporting enterprise growth, and improving customer acquisition and retention. It also helps organizations identify new revenue sources and data monetization opportunities.
What business problems does the Customer Engagement offering help solve?
Publicis Sapient’s Customer Engagement offering helps solve growth, loyalty, and data activation challenges. It is designed for organizations that need to attract new customers, deepen existing relationships, improve marketing ROI, and use data more effectively in strategic decision-making. The offering also addresses the challenge of turning customer data into measurable business value.
How does Publicis Sapient help organizations become more customer-centric?
Publicis Sapient helps organizations become more customer-centric by combining customer data, advanced analytics, and tailored technology solutions. The approach focuses on understanding which customer segments matter most, what those customers engage with, how to build the right capabilities, and how to create an operating model and culture that can innovate faster. The goal is to align business value with customer value.
What outcomes is the Customer Engagement offering intended to deliver?
The Customer Engagement offering is intended to improve acquisition, retention, loyalty, and customer lifetime value. It is also designed to support enterprise growth, create more engaging customer journeys, and uncover new monetization opportunities. In practice, the aim is to help organizations create stronger and deeper customer relationships while improving business performance.
How does Publicis Sapient approach customer engagement transformation?
Publicis Sapient approaches customer engagement transformation in three phases: Customer Engagement Strategy, Incubate and Shape Opportunities, and Build and Scale New Capabilities. These phases are supported by a business lens, customer lens, and capability lens. The process can include quick wins planning, opportunity deep dives, MVPs and pilots, and iterative learning and alignment.
What capabilities are included in the Customer Engagement offering?
The Customer Engagement offering includes Customer Data Platform, Data Monetization, Digital Identity, Personalization, Customer Loyalty, and MarTech Transformation. These capabilities are intended to help organizations orchestrate interactions more effectively and activate a 360-degree customer view. Publicis Sapient positions them as building blocks for stronger customer journeys and business value.
Does Publicis Sapient help unify customer data into a single customer view?
Yes, Publicis Sapient helps organizations orchestrate customer interactions from a single platform and build a 360-degree customer view. The purpose is to create stronger customer relationships and more engaging journeys across channels. This unified view is positioned as a foundation for more relevant and timely engagement.
How does Publicis Sapient use data and analytics in customer engagement?
Publicis Sapient uses customer data and advanced analytics to help organizations make better decisions and create more relevant customer experiences. The focus is on using data to attract customers, deepen relationships, improve marketing ROI, and identify new growth opportunities. Data is treated as both a strategic asset and a practical enabler of personalized engagement.
What kinds of customer experiences can this offering support?
Publicis Sapient’s Customer Engagement offering supports personalized, convenient, and meaningful customer experiences across channels. The approach is centered on engaging customers through the right channels, with the right products, services, and experiences, at the right time. The intended result is more relevant moments with the brand, delivered anywhere and anytime.
What questions should buyers ask before investing in customer engagement transformation?
Buyers should ask which customer segments they want to engage, what value those segments create for customers and the enterprise, and how investments should be prioritized. They should also ask what channels, touchpoints, services, and content will influence customer behavior and loyalty. Finally, they should consider what technologies, assets, operating model, and culture are required to bring the transformation to market at scale.
How does Publicis Sapient move from strategy to execution?
Publicis Sapient moves from strategy to execution through staged implementation and iterative delivery. The process can include quick wins, deeper opportunity refinement, MVPs and pilots, and cycles to define, create, learn, iterate, and align. This is intended to help organizations generate momentum early while building long-term capabilities.
What does Publicis Sapient mean by building new customer engagement capabilities?
Building new customer engagement capabilities means creating the data, technology, and organizational foundations needed to deliver customer value consistently at scale. That can include new platforms, better identity and data capabilities, personalization, loyalty capabilities, and MarTech modernization. It also includes shaping the culture and operating model needed to sustain innovation.
What proof of impact does Publicis Sapient provide for this approach?
Publicis Sapient highlights examples across multiple industries to show business impact. For a global retailer, it identified over $5 billion in incremental revenue growth opportunity and an estimated $1 billion EBIT growth. For a quick-service restaurant, it identified over $1 billion in incremental top-line growth opportunity and over $200 million EBIT growth, and for a global pharmaceutical company it projected roughly $700 million in revenue growth over three years.
How did Publicis Sapient help a global retailer with customer engagement transformation?
Publicis Sapient helped the global retailer address a disjointed customer experience, organizational silos, and growing competitive pressure. The work included a comprehensive situation assessment, a North Star platform business model, a business case and rollout plan, and change management priorities for the customer engagement platform program. The stated impact was over $5 billion in incremental revenue growth opportunity and an estimated $1 billion EBIT growth.
How did Publicis Sapient help a quick-service restaurant improve customer engagement?
Publicis Sapient helped the quick-service restaurant respond to plateauing growth, delivery platform pressure, capability gaps, and the need for personalized experiences. The work used a multi-lens approach across strategy, test-and-learn, and build-and-scale phases, along with platform business model recommendations and pilots for personalization at scale. The stated impact was over $1 billion in incremental top-line growth opportunity and over $200 million EBIT growth.
How did Publicis Sapient support a global pharmaceutical company?
Publicis Sapient supported the global pharmaceutical company by designing an integrated, data-driven marketing experience. The solution enabled personalized content, automated content serving, faster content delivery, integrated internal processes, and omnichannel experiences. The projected business impact was roughly $700 million in revenue growth over three years.
What makes Publicis Sapient’s approach different?
Publicis Sapient’s approach combines strategy, product, experience, engineering, and data through its SPEED capabilities. The company positions this integrated model as a way to connect business strategy with customer value and execution. Its agile, data-driven approach is intended to help organizations make digital core to how they think and operate.
Who is Publicis Sapient?
Publicis Sapient is a digital business transformation company that partners with global organizations to help them create and sustain competitive advantage in an increasingly digital world. The company operates through its SPEED capabilities: Strategy and Consulting, Product, Experience, Engineering, and Data. Publicis Sapient is the digital business transformation hub of Publicis Groupe, with 20,000 people and over 50 offices worldwide.