The Value Alignment Lab

Publicis Sapient and Salesforce help organizations deliver connected, real-time customer engagement powered by unified data, AI and journey orchestration. Through our Customer Engagement Lab, we help clients define the right personalization strategy across marketing, commerce, service and loyalty experiences.

Using Salesforce Data Cloud, Marketing Cloud and Agentforce, we enable organizations to activate first-party data at scale — creating more relevant, predictive and conversational customer interactions across every touchpoint.

Our teams help clients accelerate:

• AI-powered personalization
• Cross-channel journey orchestration
• Loyalty and lifecycle engagement
• Real-time audience activation
• Connected customer experiences across CRM, commerce and service

With customers increasingly expecting seamless and personalized interactions, the Customer Engagement Lab helps organizations move from fragmented engagement to connected, intelligent experiences that drive measurable business value.

Publicis Sapient and Salesforce partner to help organizations build connected, AI-enabled commerce experiences across the full customer journey. Through the Commerce Value Alignment Lab, we help clients identify opportunities to modernize commerce operations, improve conversion and unlock more agile digital growth.

Leveraging Salesforce Commerce Cloud, Agentforce and Data Cloud, we help brands create scalable commerce ecosystems that connect product discovery, personalization, fulfillment, customer service and post-purchase engagement.

The lab focuses on helping organizations:

• Increase conversion and basket size
• Reduce friction across digital journeys
• Enable conversational and agentic commerce experiences
• Improve operational agility and speed-to-market
• Connect commerce data across marketing, service and loyalty

As consumer expectations continue to evolve, organizations need commerce experiences that are intelligent, adaptive and deeply connected across channels. Our Commerce Lab helps define the roadmap to achieve that transformation.

Publicis Sapient and Salesforce help organizations prepare for the next evolution of digital commerce — where AI agents become a new interface to customer engagement, product discovery and purchasing journeys. Through the Agentic Commerce Lab, we help clients identify how autonomous agents, connected data and AI-powered experiences can unlock new growth opportunities across the commerce ecosystem.

Leveraging Salesforce Commerce Cloud, Agentforce and Data Cloud, the lab helps organizations design and activate intelligent commerce experiences that combine conversational interfaces, personalization and real-time decisioning across every stage of the customer journey.

The Agentic Commerce Lab focuses on helping organizations:

• Explore agent-powered shopping and service experiences
• Enable conversational and AI-assisted commerce journeys
• Activate real-time personalization using unified customer data
• Connect commerce, loyalty, marketing and service interactions
• Increase API-driven commerce flexibility and scalability
• Improve conversion, retention and customer lifetime value
• Identify operational efficiencies through AI-enabled automation

As AI reshapes how customers discover, evaluate and purchase products, organizations need commerce experiences that are adaptive, connected and intelligent by design. The Agentic Commerce Lab helps define the strategic roadmap, technical architecture and business priorities required to compete in an increasingly agent-driven economy.

Publicis Sapient, Publicis Media and Salesforce help organizations build trusted, privacy-first data foundations for the AI era. Through the Identity Resolution Lab, stakeholders collaborate to define how customer data can be unified, governed and activated across the enterprise.

Powered by Salesforce Data Cloud and Publicis Groupe’s data capabilities, the lab helps organizations create a connected customer graph that improves personalization, audience intelligence and marketing effectiveness — while reducing reliance on third-party identifiers.

Key focus areas include:

• First-party data strategy
• Identity resolution and customer unification
• Consent and privacy-aware activation
• Data Cloud enablement
• Audience and segmentation strategy
• Measurement and media optimization

The outcome is a scalable, future-ready data foundation that supports connected experiences, AI activation and more effective decision-making across marketing, commerce and customer engagement.

Publicis Sapient, Salesforce and Meta help organizations deliver conversational customer engagement through real-time messaging experiences. Using WhatsApp integrated with Salesforce Marketing Cloud, Service Cloud and Data Cloud, brands can create persistent, personalized conversations across the customer lifecycle.

The Engagement Messaging Lab helps organizations identify high-value use cases for conversational engagement, including:

• Customer service automation
• Proactive notifications and updates
• Personalized marketing journeys
• Conversational commerce
• Loyalty and retention programs
• AI-powered customer interactions through Agentforce

By connecting messaging interactions into Salesforce Data Cloud, organizations gain a richer understanding of customer behavior and engagement — enabling more intelligent orchestration, improved service outcomes and stronger long-term customer relationships.

Publicis Sapient and Salesforce help organizations move from AI experimentation to enterprise-scale AI activation. Through the Agentic AI & Workforce Transformation Lab, we help clients identify where autonomous agents, generative AI and human-AI collaboration can create measurable business value.

Using Salesforce Agentforce, Data Cloud and Einstein AI capabilities, we help organizations design AI strategies that improve customer engagement, increase operational efficiency and empower employees with intelligent assistance embedded directly into workflows.

The lab is designed to help organizations:

• Identify high-impact AI and agent use cases
• Define an enterprise AI roadmap
• Assess AI readiness across people, process and technology
• Enable trusted AI governance and operating models
• Improve employee productivity and customer experience
• Embed AI directly into CRM, commerce and service journeys

Rather than focusing solely on pilots, the lab helps organizations prioritize scalable AI initiatives aligned to measurable business outcomes and long-term transformation goals.