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CEmX (Customer and Employee Experience) Platform Design
Customer and Employee Experience Platform Design rapidly transforms enterprises through design-thinking, process labs and proof of concept.
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.
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.
“Companies are using decades of tools, processes and systems built on each other without ever standing back to reimagine what the customer and employee experience could look like.”
Garry Moore , Director of customer experience and innovation, Publicis Sapient
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:
To overcome these obstacles, Publicis Sapient helps organizations define and enable a future-state vision of employee and customer experience.
Our approach to CEmX consists of four stages:
A lab that ensures the investment will deliver high value to people and to the business.
This outcome-driven half-day collaboration session kickstarts transformation by defining a vision based on customer and employee needs, behaviors and patterns.
A proposal that allows our clients to get to know how we work and the value we can provide.
This summary of the completed vision and opportunity work includes key challenges and opportunities, use cases and success criteria with a proposal for proof of concept.
An actionable plan that will validate our proposal to solve customer and employee experience problems.
This 8-12 week definition, experience and solution design effort results in a comprehensive backlog to deliver a validated concept design and a functional proof of concept.
Agile delivery of an MVP foundational platform that follows our Publicis Sapient SPEED framework.
In this phase, we build and launch a foundational platform, followed by incremental feature releases using scaled agile development methodology, applying learnings to refine the platform and product backlog.
Your customers’ experience is defined by your employees’ experience. Publicis Sapient can create new employee and customer experience platforms within 8 to 12 weeks.
How consumer products companies can unlock digital growth and retain tech talent with employee experience (EX) journey transformation.
Assessment highlights key areas of strength for Publicis Sapient across employee experience practices and business consulting for people and organization change
We helped a top U.S. pharmacy chain cure their ailing experience and operations with a platform business model.
