In today’s digital-first world, organizations are increasingly recognizing that exceptional customer experience (CX) is inseparable from outstanding employee experience (EX). At Publicis Sapient, we believe that the most successful digital transformations are those that address both sides of this equation—empowering employees to deliver the seamless, innovative, and personalized experiences that customers demand. Our holistic approach to transformation is rooted in the understanding that when employees thrive, so do customers—and, ultimately, the business itself.
The link between EX and CX is more than theoretical. Employees are the architects and ambassadors of customer journeys. Their engagement, empowerment, and access to the right tools and processes directly shape every customer interaction. When organizations invest in modernizing internal processes, nurturing a culture of innovation, and equipping teams with advanced technology, the result is a workforce that is agile, motivated, and capable of delivering superior customer outcomes.
Publicis Sapient’s leadership in both employee and customer experience transformation has been recognized by leading industry analysts. We have been named a Leader in the IDC MarketScape for Worldwide Employee Experience Consulting Services, as well as in multiple reports for Customer Experience Improvement and Digital Strategy Consulting. Our clients consistently highlight our ability to drive organizational change that balances people and technology, ensuring that transformation is both human-centered and business-driven.
At the heart of our methodology is the SPEED framework—Strategy, Product, Experience, Engineering, and Data & AI. This integrated model enables us to:
Our work with global organizations demonstrates the tangible benefits of aligning employee and customer experience strategies:
Publicis Sapient’s differentiated approach has earned us top marks from clients and industry analysts alike. Clients commend our ability to facilitate digital transformation with a focus on individual human outcomes, not just organizational modernization. Our partnerships are characterized by deep collaboration, empathy, and a relentless drive for measurable business value.
For example, in the retail sector, our transformation programs have enabled frontline employees to deliver seamless omnichannel experiences, resulting in increased customer loyalty and operational efficiency. In financial services, our work has empowered teams to leverage data and AI for more personalized customer engagement, while also streamlining compliance and back-office operations.
As digital transformation accelerates, the organizations that will lead are those that view EX and CX as two sides of the same coin. Publicis Sapient is uniquely positioned to help clients build both workforce and customer equity—ensuring that investments in people, processes, and technology drive exponential value for employees, customers, and the business as a whole.
Our commitment is to leverage digital as a force for good, creating positive impact throughout the journey of transformation. By putting people at the center—both inside and outside the organization—we help our clients unlock new sources of value, foster innovation, and achieve sustainable growth in an ever-changing world.
Discover how Publicis Sapient can help your organization transform employee and customer experience for lasting business success.