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Press Release

Publicis Sapient Delivers Conversational Experiences with Salesforce and WhatsApp

Publicis Sapient will help businesses deploy WhatsApp with Salesforce to deliver personalized, conversational engagement at scale across the customer journey

NEW YORK, NY, October 5, 2023 – Publicis Sapient, a digital business transformation company, today announced it will help deliver personalized customer experiences at scale for Salesforce customers using Service Cloud, Marketing Cloud and Commerce Cloud on WhatsApp.           

Messaging is transforming interactions between people and businesses. Publicis Sapient will  help brands implement WhatsApp with Salesforce Service Cloud, Marketing Cloud and Commerce Cloud to boost engagement and help delight customers on the world’s most popular messaging platform with more than 2 billion daily users and over 100 billion daily messages. With the help of AI, Publicis Sapient will empower brands using Salesforce to tailor their interactions for seamless, meaningful and easy customer connections with WhatsApp.

Salesforce’s direct integration with WhatsApp Business Platform gives brands the ability to provide customers with a more personalized experience at every step of their journey. This versatility enables brands to effortlessly offer in-the-moment customer support and service and market and sell the most relevant products. For example, when buying new running shoes, customers can order the shoes – style, color and size – from their preferred brand on WhatsApp, pay on their phone and then arrange to collect them at a nearby store. At the store, customers can scan a QR code on WhatsApp to join a running support community group and explore registering for a marathon sponsored by the brand.  While training for the marathon, customers can seek personal advice on WhatsApp. This seamless end-to-end journey is all completed on customers’ preferred simple and convenient messaging platform.

“As a digital business transformation company, Publicis Sapient partners with its clients to transform their businesses by bringing together SPEED (strategy, product, experience, engineering and data & AI) capabilities that help them build a competitive advantage, deliver value to customers and accelerate growth,” said Nigel Vaz, CEO of Publicis Sapient. “Publicis Sapient is enabling our clients using Salesforce to offer unified, conversational messaging at scale to drive business growth.”

“WhatsApp-first business messaging enables Salesforce customers to provide personal and conversational experiences that increase sales, improve customer service and engage customers wherever they are,” said MichaeI Affronti, SVP and General Manager, Commerce Cloud. “Publicis Sapient is helping our customers deploy WhatsApp on the Salesforce platform to help them build new messaging experiences that meet their business goals faster.”

Named as a Leader in Digital Business Transformation Services by Constellation Research and a Leader in Experience Consulting Services by IDC and Gartner, Publicis Sapient also leverages its breadth of data and artificial intelligence services to apply deep AI and machine learning expertise across data strategy, science, analytics and engineering.

Salesforce, Service Cloud, Marketing Cloud, Commerce Cloud and others are among the trademarks of Salesforce, Inc.


About Publicis Sapient

Publicis Sapient is a digital business transformation company. We partner with global organizations to help them create and sustain competitive advantage in a world that is increasingly digital. We operate through our expert SPEED capabilities: Strategy, Product, Experience, Engineering and Data & AI, which combined with our culture of curiosity and deep industry knowledge, enables us to deliver meaningful impact to our clients’ businesses through reimagining the products and experiences their customers truly value. Our agile, data-driven approach equips our clients’ businesses for change, making digital the core of how they think and what they do. Publicis Sapient is the digital business transformation hub of Publicis Groupe with 20,000 people and over 50 offices worldwide. For more information, visit


About WhatsApp

More than 2 billion people in over 180 countries use WhatsApp to stay in touch with friends and family, anytime and anywhere. WhatsApp is free and offers simple, secure, reliable messaging and calling, all over the world.

Media Contact

Abby Evans