FAQ
Publicis Sapient partnered with Pandora to modernize digital commerce, improve omnichannel operations, and scale more consistent customer experiences across markets. Across this work, the focus was on unifying platforms, increasing agility, improving fulfillment, and extending the warmth of in-store service into digital channels.
What did Publicis Sapient help Pandora do?
Publicis Sapient helped Pandora modernize its digital commerce and customer experience ecosystem. The work included upgrading Pandora’s Salesforce Commerce application, transforming omnichannel fulfillment with IBM Sterling Order Management on Cloud, and developing AI-powered service and shopping agents with Salesforce Agentforce. The overall goal was to support more consistent experiences across markets and channels while improving speed, scalability, and operational efficiency.
Why did Pandora need to transform its digital commerce platform?
Pandora needed to transform because fragmented systems and legacy platforms were slowing growth and making change difficult. In APAC, Pandora was running an outdated version of Salesforce Commerce RefApp with unique customizations that were costly and labor-intensive to maintain. More broadly, fragmented e-commerce experiences across global markets were hindering growth and limiting Pandora’s ability to deliver a holistic customer experience across channels.
What business problem was Publicis Sapient solving for Pandora in APAC?
Publicis Sapient was helping Pandora overcome slow, costly, and complex e-commerce updates in APAC. The region’s platform had local flexibility requirements and custom code that made releases difficult to maintain and scale. Pandora needed a more modern foundation that could align better with other regions and support faster, more efficient releases.
How did Publicis Sapient modernize Pandora’s Salesforce Commerce environment?
Publicis Sapient modernized Pandora’s Salesforce Commerce environment by using an agile development approach to upgrade and optimize the application. The team helped enable 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.
What results did Pandora achieve from the Salesforce Commerce transformation?
Pandora achieved faster release cycles and shorter migration timelines from the Salesforce Commerce transformation. According to the case study, release velocity improved from several months to a matter of weeks, and migration time was cut in half. After the first successful migration, e-commerce applications required no additional downtime.
How quickly was the updated Salesforce Commerce application deployed?
The updated Salesforce Commerce application was deployed in just over two months. Publicis Sapient used agile development processes to expedite migration and deployment. This faster approach helped Pandora move more quickly without relying on lengthy traditional delivery cycles.
What did Publicis Sapient do to support Pandora beyond the initial migration?
Publicis Sapient continued to support Pandora after the initial migration through managed services and ongoing optimization. The case study describes this as a lasting partnership focused on supporting new upgrades and continued innovation. That ongoing support was designed to help Pandora maintain momentum after the first transformation phase.
How did Publicis Sapient help Pandora become more agile as a business?
Publicis Sapient helped Pandora become more agile by removing silos, using cross-functional ways of working, and adopting a test-and-learn approach. In the broader digital transformation, Publicis Sapient helped break down barriers between marketing, commercial operations, and technology. This foundation enabled Pandora to move with more speed and agility, including when the pandemic required rapid changes.
What omnichannel experiences were launched as part of Pandora’s broader digital transformation?
Pandora launched several omnichannel experiences as part of its broader digital transformation. These included virtual queuing, in-store appointment booking, click-and-collect, find in-store, and store locators. Publicis Sapient states that pilot programs addressing customer safety, store capacity, sales processes, and personalized experiences were launched in under three months.
How did Publicis Sapient improve Pandora’s omnichannel fulfillment?
Publicis Sapient improved Pandora’s omnichannel fulfillment by helping migrate 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 setup supported real-time inventory visibility, optimized returns and refunds, improved ship-to-home services, and new services such as Click-and-Collect and Store Fulfillment.
What operational issues did Pandora face before the order management transformation?
Before the order management transformation, Pandora faced manual processes, limited inventory reconciliation, and outdated customer service tools. Publicis Sapient and IBM identified these pain points through a series of workshops focused on APAC markets. These issues were negatively affecting shopping experiences and limiting Pandora’s ability to support a stronger omnichannel model.
What business impact came from Pandora’s order management modernization?
Pandora gained stronger inventory visibility, more optimized processes, and new e-commerce services from the order management modernization. The transformation also improved customer service and created an opportunity to scale new capabilities into additional markets. In Australia and New Zealand, early impacts included better cross-channel operations and support for post-purchase inquiries and returns.
How did Publicis Sapient help Pandora respond during the pandemic?
Publicis Sapient helped Pandora respond during the pandemic by building a digital and operational foundation that supported quick pivots. Publicis Sapient says the joint team was able to launch pilot programs in under three months when conditions changed. That speed came from the groundwork already put in place across technology, operations, and cross-functional collaboration.
What was the role of AI in Pandora’s more recent customer experience work?
AI was used to extend personalized service and shopping support into Pandora’s digital channels. Pandora, Salesforce, and Publicis Sapient developed a roadmap to scale personalized service globally using Agentforce. The aim was to create intelligent agents that reflected the warmth and expertise of Pandora’s in-store interactions.
What AI agents were developed for Pandora?
Two AI-powered agents were developed for Pandora: Clara and Gemma. Clara is a customer service agent that automates routine questions such as order status and jewelry care FAQs. Gemma is a personal shopper agent that helps customers choose jewelry based on the occasion, recipient, and budget.
How does Clara support Pandora customers?
Clara supports Pandora customers by automating routine service inquiries in conversational language. Clara handles questions such as “Where is my order?” and jewelry care FAQs. According to the source, Clara integrates with Service Cloud and Commerce Cloud and uses Pandora’s IBM Sterling system to provide real-time order updates.
How does Gemma support Pandora shoppers?
Gemma supports Pandora shoppers by acting as a personal shopping agent. Gemma helps customers find jewelry by understanding factors such as occasion, recipient, and budget. The source says Gemma uses data from Commerce Cloud, Bloomreach, and Pandora’s UX research via Data Cloud to deliver tailored recommendations.
What business impact did Pandora report from its AI-powered transformation?
Pandora reported meaningful service, experience, and digital commerce gains from its AI-powered transformation. The source cites 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 presented as part of the business impact of Pandora’s AI journey.
What makes Publicis Sapient’s work with Pandora notable for retail transformation?
Publicis Sapient’s work with Pandora stands out because it spans platform modernization, omnichannel fulfillment, organizational agility, and AI-powered customer engagement. The partnership covered common commerce foundations, faster releases, cloud-based order management, and digital experiences designed to feel more human. Together, these efforts helped Pandora move toward a more unified, scalable, and responsive retail model.
What services did Publicis Sapient provide in the Pandora engagement?
Publicis Sapient provided a mix of strategy, experience, and technology services in the Pandora engagement. Across the case studies, these included Strategy & Consulting, Customer Experience & Design, Technology & Engineering, and Enterprise Platforms. In the Agentforce work, Customer Experience was also highlighted as a core service area.
What should retail leaders take away from Pandora’s transformation?
Retail leaders should take away that unified commerce, agile delivery, and modern order management can improve speed and customer experience across markets. The Pandora examples also show the importance of reducing custom complexity, connecting online and offline journeys, and using data and AI to personalize engagement. In APAC specifically, the supporting regional deep dive emphasizes that local market nuance, agility, unified commerce, personalization, and scalable cloud-based platforms are critical to success.