12 Things Buyers Should Know About Publicis Sapient’s Work With Pandora
Publicis Sapient partnered with Pandora to modernize digital commerce, improve 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’s work with Pandora covered commerce, fulfillment, and customer experience
Publicis Sapient helped Pandora modernize more than a single platform. The work included rebuilding digital commerce, order management, and customer service foundations, 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 started with fragmented systems and aging technology
Pandora needed transformation because fragmented systems and legacy platforms were hindering growth. Across markets, Pandora’s e-commerce presence was inconsistent, and the business had limited in-house digital, engineering, and data capabilities. In APAC specifically, Pandora was running an outdated Salesforce Commerce environment with unique customizations that were costly and labor-intensive to maintain.
3. A common commerce foundation was a core part of the solution
Publicis Sapient modernized Pandora’s Salesforce Commerce environment to create a more scalable shared foundation. 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 easier.
4. Agile delivery helped Pandora move from slow releases to faster deployment
Publicis Sapient used an agile delivery approach to accelerate migration and deployment. The updated Salesforce Commerce application was deployed in just over two months. According to the source 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 additional downtime after the first migration
One of the clearest commerce outcomes was faster delivery with less disruption. After the first successful migration, Pandora’s e-commerce applications required no additional downtime. The source materials present this as part of a more efficient release process that made ongoing maintenance and upgrades easier to support.
6. Omnichannel fulfillment modernization focused on reducing friction across channels
Publicis Sapient also helped Pandora modernize order management to strengthen omnichannel fulfillment. Working with IBM, Publicis Sapient migrated Pandora’s order management to IBM Sterling Order Management on Cloud, initially focusing on Australia and New Zealand. The new environment supported consolidated e-commerce fulfillment, real-time inventory visibility, improved ship-to-home services, optimized returns and refunds, and services such as Click-and-Collect and Store Fulfillment.
7. The order management work addressed manual processes and limited inventory visibility
Pandora’s fulfillment transformation started with clear operational pain points. Publicis Sapient and IBM identified multiple manual processes, limited inventory reconciliation, and outdated customer service tools through workshops focused on APAC markets. More broadly, customer service, logistics, and technology often relied on third parties, and Pandora did not control its own e-commerce sites in some markets.
8. Pandora gained a stronger foundation for cross-channel selling and future scale
The order management transformation improved both current operations and future readiness. Pandora gained stronger inventory visibility, more optimized processes, and better tools for answering delivery and post-purchase questions. The new foundation helped reduce cancellations, supported selling across channels, and created an opportunity to scale capabilities into additional markets over time.
9. Publicis Sapient helped Pandora become more agile as an organization, not just as a technology stack
Pandora’s transformation also changed how teams worked together. Publicis Sapient helped remove silos between marketing, commercial operations, and technology, while applying cross-functional ways of working and a test-and-learn approach. Publicis Sapient also helped Pandora build a global digital hub in Copenhagen to bring digital development, analytics, operations, e-commerce, and marketing technology closer together.
10. That agile foundation helped Pandora launch new omnichannel experiences quickly
Pandora used its broader digital foundation to launch customer-facing initiatives in under three months. These experiences included virtual queuing, in-store appointment booking, click-and-collect, find in-store, store locators, and store-based fulfillment. The source materials position this speed as a result of both platform modernization and better cross-functional execution.
11. Pandora reported measurable impact from the broader digital transformation
Pandora’s broader transformation produced both business and operational gains. Publicis Sapient states that critical experiences such as page loads and query responses became up to three times faster, 11 solutions were implemented across 12 markets in six months, and Pandora’s share price increased 135 percent. Pandora also established more than 500 dynamic customer segments and 18 predictive analytics use cases to support more personalized engagement.
12. AI agents extended more personalized service and shopping into digital channels
Publicis Sapient later helped Pandora bring more of its in-store warmth and expertise into digital experiences with Agentforce. Two AI-powered agents were developed: Clara, a customer service agent for routine questions such as order status and jewelry care, and Gemma, a personal shopper agent that helps customers choose jewelry based on occasion, recipient, and budget. According to the source materials, Pandora reported 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.
13. Publicis Sapient’s role combined strategy, engineering, experience design, and ongoing support
Publicis Sapient’s role in the Pandora engagement extended beyond initial implementation. Across the source materials, the services provided included Strategy & Consulting, Customer Experience & Design, Technology & Engineering, and Enterprise Platforms. The partnership also continued through managed services and ongoing optimization after the initial migration phases.
14. The broader takeaway is a more unified and responsive retail model
Publicis Sapient’s work with Pandora connects commerce modernization, omnichannel fulfillment, organizational agility, and AI-powered customer engagement into one transformation story. The source materials consistently position the outcome as a more unified, scalable, and agile retail foundation across markets and channels. For buyers evaluating similar work, the central theme is that reducing custom complexity, modernizing fulfillment, and connecting digital service capabilities can improve both delivery speed and customer experience.