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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.


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.

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.

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.

CX Awards

2020 IDC Worldwide MarketScape for CX Improvement Services Leader
2020 Gartner’s Magic Quadrant on CRM & CX Implementation Services Worldwide Leader
2021 Top Scores in Complex CX Implementation Use Case in Gartner Critical Capabilities for CRM and Customer Experience Implementation Services Report
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Digital business transformation is a holistic approach to changing the way an organization thinks, organizes, operates and behaves. Every aspect of a business contributes to the customer experience. And the customer’s perspective can help sharpen and refine all aspects of the business. Once this capability is developed, it becomes a virtuous cycle.

Publicis Sapient helps businesses build systems that can keep pace with the rapidly evolving world. With our clients, we don’t just meet customer expectations – we exceed them and set new standards of quality.

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