In today’s digital-first world, the experiences you deliver to customers and employees are inseparable—and transformative when viewed as a unified whole. Enterprises that treat customer and employee journeys as distinct, disconnected efforts often find themselves with underutilized technology, fragmented processes, and missed opportunities for value creation. Publicis Sapient’s CEmX (Customer and Employee Experience) platform and methodology are designed to break down these silos, enabling organizations to rapidly modernize, drive technology adoption, and unlock sustainable business value.
Every customer experience is fundamentally intertwined with the employee experience. The platforms, processes, and interactions that shape a customer’s journey are powered by the people behind them. When employees are empowered with intuitive tools, clear processes, and a shared vision, they deliver better, more consistent experiences to customers. Conversely, when employee needs are overlooked, even the most advanced customer-facing technologies can fall short.
Yet, a disconnect persists: while over half of C-suite leaders believe their technology is working for both customers and employees, only a third of employees agree. This gap highlights the risk of treating customer and employee experience (CEmX) as separate initiatives. The result is often a patchwork of legacy systems, outdated processes, and data silos that stifle innovation and slow transformation.
Publicis Sapient’s CEmX solution is built on the principle that customer and employee experiences should be designed, implemented, and measured in tandem. Our four-stage approach accelerates transformation and ensures that both groups benefit from every investment:
A collaborative, outcome-driven session that brings together stakeholders to define a shared vision based on real customer and employee needs, behaviors, and patterns. This half-day lab kickstarts transformation by aligning business objectives with human outcomes.
We synthesize insights from the xLab into a clear, actionable proposal. This includes a summary of key challenges and opportunities, prioritized use cases, and success criteria—culminating in a roadmap for a proof of concept (PoC) that demonstrates tangible value.
Over 8-12 weeks, we validate the proposed solution through a rigorous discovery and design process. This phase results in a comprehensive backlog, a validated concept design, and a functional PoC that addresses both customer and employee pain points.
Using agile delivery and our proven SPEED framework (Strategy, Product, Experience, Engineering, Data & AI), we launch a minimum viable product (MVP) platform. Incremental feature releases follow, informed by real-world feedback and continuous learning, ensuring the platform evolves with your business.
Enterprises face five major challenges when transforming customer and employee experiences:
Publicis Sapient’s CEmX methodology is designed to address these obstacles head-on, enabling organizations to reimagine what’s possible and deliver value at speed.
When customer and employee experiences are transformed together, the results are profound:
Publicis Sapient has helped global organizations across industries—from consumer products to financial services—modernize their digital ecosystems by connecting customer and employee experiences. For example, a global provider of value-added services in agriculture, energy, and chemicals partnered with us to overhaul their sales and service platforms. By integrating Salesforce with other core systems and enabling sales reps with mobile tools, the company improved both customer interactions and employee productivity, resulting in increased revenue, operational efficiency, and customer satisfaction.
Recognized as a leader in both customer and employee experience transformation by industry analysts, Publicis Sapient brings together creativity, design, technology, and deep industry expertise. Our SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—ensure that every transformation is human-centered, data-driven, and built for scale.
With CEmX, we help organizations:
Your customers’ experience is defined by your employees’ experience. With Publicis Sapient’s CEmX platform and methodology, you can create new, integrated experience platforms in as little as 8 to 12 weeks—setting your enterprise on a path to operational excellence, technology adoption, and sustainable growth.
Connect with our experts to start your CEmX journey and unlock the full potential of your business.