52% of c-suite members believe their corporate technology is working effectively for their customers and their employees. Yet, only 32% of employees say the same.

Where is the disconnect?

Every customer experience is intertwined with an employee experience; through the interactions, platforms and processes they share. When enterprises view these customer and employee experiences in isolation, a lack of synergy leads to an overgrown mix of underutilized technology.

Publicis Sapient created a CEmX solution that modernizes customer and employee experiences in tandem, enabling enterprises to share and activate digital capabilities.

Our solution addresses five major obstacles to employee and customer experience transformation:

• Legacy systems: Generally, outdated technology has limited functionality and performance gaps or lacks flexibility, extensibility and scalability.
• Right systems, wrong setup: The required functionality exists or could be reasonably added, but the data and configurations need to be updated.
• Data gaps: The data required to drive experiences is incorrect, incomplete, outdated, not captured or not available in a timely fashion.
• Business capability: Talent capabilities and related business processes required to strategize, design, implement and measure employee and customer experiences are nonexistent, immature or incomplete.
• Employee and customer experience vision: The business vision is not enabled by a deep understanding of the customer and employee journey. 

To overcome these obstacles, Publicis Sapient helps organizations define and enable a future-state vision of employee and customer experience.

Your customers’ experience is defined by your employees’ experience. Publicis Sapient can create new employee and customer experience platforms within 8 to 12 weeks.