In today’s digital-first world, customer expectations are evolving at an unprecedented pace. Businesses are challenged not only to keep up, but to anticipate needs, deliver seamless interactions, and foster emotional connections that drive loyalty and growth. At the heart of this transformation is artificial intelligence (AI)—a catalyst for reimagining customer experience (CX) design. Publicis Sapient stands at the forefront of this revolution, leveraging AI to create more personalized, efficient, and emotionally resonant experiences that set new standards for customer and employee engagement.
AI is no longer a futuristic concept; it is a practical, strategic imperative for organizations seeking to differentiate and thrive. At Publicis Sapient, AI is woven into the very fabric of our SPEED model—Strategy, Product, Experience, Engineering, and Data & AI—ensuring that every transformation is both technologically advanced and deeply human-centered. Our approach is guided by a simple but powerful philosophy: technology should empower humanity, not replace it.
The integration of AI at Publicis Sapient is always guided by a human-centered philosophy. We believe that the best experiences are those that keep people at the center—designing AI solutions that enhance, rather than automate away, the quality of interactions. This means:
Publicis Sapient’s AI-driven solutions are making a tangible difference for clients across industries. Here are just a few examples of how we’re shaping the future of CX design:
The award-winning Renault Plug Inn platform exemplifies how AI and experience design can create entirely new value propositions. This peer-to-peer network for electric vehicle (EV) drivers leverages AI to match users with charging opportunities, optimize routes, and foster a community of shared value. The result is not just a better customer experience, but the creation of a new digital ecosystem that benefits both drivers and the brand.
In partnership with Salesforce, Publicis Sapient has enabled brands to engage customers on WhatsApp, one of the world’s most popular messaging platforms. AI-driven automation and data integration allow for real-time, personalized conversations—whether it’s resolving service issues, delivering tailored offers, or supporting complex purchase journeys. This integration demonstrates how AI can bridge channels and create frictionless, omnichannel experiences.
AI’s impact extends beyond customers to employees. By streamlining processes, supporting change management, and fostering a culture of continuous learning and inclusion, AI helps organizations deliver better employee experiences. This, in turn, translates to more engaged teams and superior customer service—a virtuous cycle of value creation.
Publicis Sapient’s leadership in AI-driven experience transformation is consistently recognized by industry analysts and clients. We have been named a Leader in multiple IDC MarketScape reports, including Worldwide Experience Design Services and Employee Experience Consulting Services. Clients commend our ability to combine creativity, design, and technology to drive both business and experience transformation. Our focus on value creation, design excellence, and the quality of our people sets us apart in a crowded marketplace.
What truly differentiates Publicis Sapient is our commitment to a human-centered approach. We ensure that AI is used not just to automate, but to elevate the human experience—balancing efficiency with empathy, and innovation with inclusion. Our proprietary tools and platforms, such as Marcel (an AI-powered personal assistant for practitioners) and the Digital Transformation Index (DTI), help clients develop data-driven visions and roadmaps for digital excellence, always with people in mind.
As organizations worldwide embrace the era of AI, Publicis Sapient is uniquely positioned to guide them from imagination to realization. Our blend of design, technological prowess, and strategic vision enables clients to build and scale a new generation of digital products and services. With AI and experience at the core, we help businesses become more relevant, efficient, and emotionally connected to the people they serve.
The future of customer experience is AI-powered and human-centered—and Publicis Sapient is leading the way. Ready to explore how AI-driven experience transformation can elevate your business? Connect with our experts to start your journey.