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Customer Experience That Moves People

To grow and thrive in the digital age, businesses need to fundamentally reimagine how they engage with customers. Elevating the entire customer experience is crucial to building an organization that can identify and realize value for the customer and the business. Businesses that design experiences that fulfill and anticipate the customer’s needs and wants drive growth.

Experience is critical to success. A customer-first perspective can delight in ways that increase loyalty, word of mouth and share of wallet. For more than 30 years, Publicis Sapient has helped established companies keep up with the rate of technological change and the ever-rising expectations of customers.

Now to Next: Episode 1

How Three of the World's Biggest Brands Set New Standards for the Customer Experience

Meet leaders from three powerhouse companies: Marriott International, UPS and Verizon. These companies span a variety of industries, but they have one thing in common: they’re customer obsessed—and anticipating customer needs is the secret to thriving in a digital world.

Optimizing Your Experience Capability

Every company’s experience capability is crucial to reaching digital maturity. This determines whether a business can identify opportunities, test prototypes and bring digital products to market that improve their customers’ lives.

Article

How to Develop Your Business’ Muscle for Continuous Change

Experience is one of five capabilities that businesses need to prioritize if they want to undergo digital transformation.
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Article

Below the Glass: What Most Companies Don’t Realize About Customer Experience

Experience isn’t just about what’s on the screen, but what customers will never see. It involves anything and everything that affects a customer’s interactions with a brand.
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Article

Timely Trumps Timeless When Designing for Today’s Customers

Amid rapid change, businesses need to embrace modern design principles that emphasize speed and iteration.
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A New Era of Experience

During quarantine 89% of people purchased clothing online, 78% researched products online and 81% picked up a new hobby — The COVID-19 pandemic greatly accelerated the adoption of digital technologies by businesses and everyday people. The Digital Life Index found that during quarantine, 89 percent of people purchased clothes online, 78 percent researched products online and 81 percent picked up a new hobby – nearly all of which were facilitated by digital platforms. We expect these levels to persist moving forward.

As consumers turned to digital channels to stay connected and productive while socially distanced, businesses were forced to assess whether their digital platforms took advantage of the latest technologies and design strategies to create exceptional customer experiences. Although the crisis illustrated the importance of digital transformation, the truth is that it only hastened the inevitable, and these changes will be around long after the pandemic. In many cases, these changes will be permanent. To stay competitive in this new world, businesses need to rethink the scope of customer experiences.

How Publicis Sapient Helps Its Partners

With a startup mindset and agile methods, Publicis Sapient is a dynamic digital transformation partner. We fuse customer experience with engineering and strategy to unlock value for our clients and their customers.

Case Study

Ninety One

We helped Investec Asset Management transform into Ninety One by creating a new digital experience platform and brand identity that positions them as a different type of asset manager.
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Case Study

Miral

We crafted personalized digital experiences that promoted the attractions on Abu Dhabi’s Yas Island throughout the world.
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Case Study

British Gas

We guided British Gas, the largest energy supplier in the United Kingdom, in building a mobile app experience that helps the company’s overall transformation program.
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