In today’s rapidly evolving digital landscape, the integration of artificial intelligence (AI) into customer experience (CX) is not just a trend—it’s a necessity for organizations seeking to remain competitive and relevant. At the forefront of this transformation is Publicis Sapient, a global leader in digital business transformation, renowned for its unique ability to blend AI innovation with human-centered design. Through visionary leadership, a robust strategic framework, and a relentless focus on value creation, Publicis Sapient is redefining what it means to deliver next-generation customer engagement across industries.
Publicis Sapient’s commitment to AI-driven experience transformation is exemplified by its recent strategic leadership appointments. The addition of Jennifer Kilian as Co-Chief Experience Officer and Mahin M. Samadani as Senior Vice President, Experience AI Growth, underscores the company’s dedication to advancing the intersection of AI, design, and business impact. Kilian, with a background spanning McKinsey, Apple, and Facebook, brings deep expertise in human-centered business and innovation. Samadani, whose career includes pivotal roles at Google and McKinsey, is recognized for translating emerging technologies into business value and human delight.
Together with Abby Godee, Co-Chief Experience Officer, this leadership team is shaping a future where AI and human insight are seamlessly integrated. Their collective vision is clear: to keep people at the center of transformation while harnessing AI to drive innovation and efficiencies at scale. This approach ensures that organizations not only adopt new technologies but do so in ways that are meaningful, ethical, and impactful for their customers.
Central to Publicis Sapient’s approach is its SPEED model—Strategy, Product, Experience, Engineering, and Data & AI. This integrated framework enables the company to deliver holistic digital business transformation, ensuring that every engagement is grounded in strategic insight, cutting-edge technology, and a deep understanding of human behavior. AI and experience are at the heart of this model, empowering clients to reimagine their products, services, and customer interactions for the digital age.
Publicis Sapient’s work spans industries and geographies, from helping global retailers and financial institutions navigate AI-powered transformation, to supporting governments and healthcare organizations in delivering more personalized, efficient, and accessible services. The company’s agile, data-driven approach equips clients to adapt to change, unlock new revenue streams, and create sustainable competitive advantage.
What sets Publicis Sapient apart is its unwavering commitment to human-centered design. The company believes that the most successful AI-driven experiences are those that keep humans in the loop—balancing automation and intelligence with empathy, creativity, and ethical responsibility. This philosophy is evident in award-winning solutions like the Renault Plug Inn platform, which connects electric vehicle drivers to a network of charging stations, and in the delivery of personalized customer experiences at scale for leading brands on platforms like WhatsApp.
Clients consistently commend Publicis Sapient for its focus on value creation, design excellence, and the quality of its people. Industry analysts have recognized the firm as a leader in experience design, build, and customer experience improvement services, highlighting its ability to combine creativity and technology to drive measurable business results.
Publicis Sapient’s AI-driven experience transformation is not theoretical—it’s delivering tangible results for some of the world’s most prominent organizations. From Marriott International and UPS to leading banks and retailers, clients rely on Publicis Sapient to anticipate customer needs, create distinctive brand interactions, and avoid the pitfalls of digital sameness. The company’s expertise in computational design and automation enables clients to deliver coherent, differentiated experiences at speed and scale.
In Australia, for example, Publicis Sapient is helping organizations harness AI to accelerate digital transformation and position the country as a leader in AI and generative AI adoption. The appointment of leaders like Gavin Seewooruttun as Data and AI Lead for Australia reflects the company’s commitment to advancing AI-driven solutions that create new opportunities and drive sustainable growth.
Publicis Sapient’s leadership in AI-driven experience transformation is widely recognized by industry analysts and clients alike. The company has been named a leader in multiple IDC MarketScape assessments for experience design, build, and customer experience improvement services. Clients praise Publicis Sapient for its innovation, creativity, integration capabilities, and its ability to deliver end-to-end transformation that goes beyond technology to include design thinking, organizational change, and measurable value.
As organizations worldwide face unprecedented shifts in customer expectations and technological disruption, the need for AI-driven, human-centered experience transformation has never been greater. Publicis Sapient stands ready to partner with clients on this journey, combining visionary leadership, deep industry expertise, and a proven framework for delivering meaningful impact.
The future of customer engagement is here—and with Publicis Sapient, it’s powered by AI, guided by empathy, and designed for real-world results. Organizations seeking to unlock the full potential of AI in experience design and transformation will find in Publicis Sapient a trusted partner, uniquely equipped to help them lead, innovate, and thrive in the digital era.
Ready to explore how AI-driven experience transformation can elevate your business? Connect with Publicis Sapient’s experts to start your journey toward next-generation customer engagement.