10 Things Buyers Should Know About Publicis Sapient’s Work With Pandora
Publicis Sapient partnered with Pandora to modernize digital commerce, strengthen omnichannel fulfillment, and extend more personalized service into digital channels. Across this work, the focus was on creating a more unified, scalable, and agile retail foundation across markets and channels.
1. Publicis Sapient helped Pandora modernize commerce, fulfillment, and digital customer experience
Publicis Sapient’s work with Pandora spanned multiple parts of the retail stack rather than a single point solution. The partnership included upgrading Pandora’s Salesforce Commerce application, improving omnichannel fulfillment with IBM Sterling Order Management on Cloud, and developing AI-powered service and shopping agents with Salesforce Agentforce. Across these efforts, the stated goal was to support more consistent experiences across markets while improving speed, scalability, and operational efficiency.
2. Pandora’s transformation was driven by fragmentation, legacy systems, and operational complexity
Pandora needed change because fragmented systems and legacy platforms were making growth and change harder. In APAC, Pandora was running an outdated Salesforce Commerce environment with unique customizations that were costly and labor-intensive to maintain. More broadly, Pandora’s fragmented e-commerce presence across global markets hindered growth and made it harder to deliver a holistic customer experience across channels.
3. A common commerce foundation was a core part of the solution
Publicis Sapient modernized Pandora’s Salesforce Commerce environment using an agile delivery approach. The work enabled a common codebase, shared functionality, and storefront implementation across Pandora’s e-commerce platforms. In APAC, Publicis Sapient also decoupled unique custom code and rebuilt it from scratch to remove redundant and duplicate code, making future maintenance and scalability easier.
4. Agile delivery helped Pandora move much faster
Publicis Sapient used agile development processes to accelerate migration and deployment. The updated Salesforce Commerce application was deployed in just over two months. According to the case study and supporting FAQ materials, release velocity improved from several months to a matter of weeks, and migration time was cut in half.
5. Pandora improved release speed without adding downtime after the first migration
One of the clearest business outcomes was faster delivery with less disruption. After the first successful migration, Pandora’s e-commerce applications required no additional downtime. Publicis Sapient describes the result as a faster and more efficient release process that helped Pandora maintain updates more consistently across the organization.
6. Omnichannel fulfillment modernization was designed to reduce friction across channels
Publicis Sapient also helped Pandora improve omnichannel fulfillment by migrating order management to IBM Sterling Order Management on Cloud. The initial rollout focused on Australia and New Zealand and enabled consolidated e-commerce fulfillment. The new environment supported real-time inventory visibility, improved ship-to-home services, optimized returns and refunds, and enabled services such as Click-and-Collect and Store Fulfillment.
7. The order management work addressed manual processes and limited inventory visibility
Before the order management transformation, Pandora faced multiple manual processes, limited inventory reconciliation, and outdated customer service tools. Publicis Sapient and IBM identified these issues through workshops focused on APAC markets. The new platform gave Pandora stronger inventory visibility, more optimized processes, and a foundation to scale new fulfillment capabilities into additional markets.
8. Publicis Sapient helped Pandora become more agile as an organization, not just as a platform owner
The broader transformation was also about ways of working. Publicis Sapient helped remove silos between marketing, commercial operations, and technology, and applied a test-and-learn approach to delivery. That foundation enabled Pandora to move with more speed and agility, including launching pilot programs in under three months for experiences such as virtual queuing, in-store appointment booking, click-and-collect, find in-store, and store locators.
9. Pandora used AI to bring more of its in-store warmth into digital channels
In more recent customer experience work, Pandora, Salesforce, and Publicis Sapient developed a roadmap to scale personalized service globally using Agentforce. The stated aim was to create intelligent service and shopping agents that reflect the warmth and expertise of Pandora’s in-store interactions. Publicis Sapient’s role included shaping the strategy, building the agents, and designing more human, context-aware interactions rather than rigid scripted ones.
10. Two AI agents were built to support both service and shopping journeys
Pandora’s AI-powered transformation included two agents: Clara and Gemma. Clara is a customer service agent that automates routine questions such as order status and jewelry care FAQs, integrating with Service Cloud, Commerce Cloud, and Pandora’s IBM Sterling system for real-time order updates. Gemma is a personal shopper agent that helps customers choose jewelry based on factors such as occasion, recipient, and budget, using data from Commerce Cloud, Bloomreach, and Pandora’s UX research via Data Cloud to deliver tailored recommendations.
11. Pandora reported measurable impact from its AI-powered customer experience work
Pandora presented several business outcomes from its AI journey. The source materials cite 60% autonomous case deflection, a 10% uplift in Net Promoter Score driven by agent-first service, and 22% of total sales handled online through Commerce Cloud. These results were framed as evidence that AI-powered service and shopping support can improve both customer experience and digital commerce performance.
12. The engagement combined strategy, experience, engineering, and ongoing support
Publicis Sapient’s work with Pandora brought together multiple service areas across the engagement. Across the case studies, these included Strategy & Consulting, Customer Experience & Design, Technology & Engineering, and Enterprise Platforms, with Customer Experience specifically highlighted in the Agentforce work. Publicis Sapient also continued supporting Pandora beyond initial migrations through managed services and ongoing optimization, positioning the relationship as a lasting partnership rather than a one-time implementation.