14 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 transform more than a single platform. The work included upgrading Pandora’s Salesforce Commerce application, modernizing order management, 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 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 In APAC, Pandora was running an outdated Salesforce Commerce environment with unique customizations that were costly and labor-intensive to maintain.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 markets 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 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 and make future maintenance easier.
4. Agile delivery helped Pandora move from months-long releases to much faster deployment
Publicis Sapient used agile development processes to accelerate Pandora’s 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 adding 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 frame this as part of a more efficient release process that made upgrades and ongoing maintenance easier to support.
6. Order management modernization was designed to strengthen omnichannel fulfillment
Publicis Sapient also helped Pandora improve omnichannel fulfillment by modernizing order management with IBM Sterling Order Management on Cloud. The initial rollout focused on Australia and New Zealand and supported consolidated e-commerce fulfillment. The new environment enabled 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 fulfillment work addressed manual processes, limited inventory reconciliation, and outdated service tools
Pandora’s order management 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. The new fulfillment foundation gave Pandora better support for cross-channel selling and post-purchase service
Pandora gained stronger inventory visibility, more optimized processes, and better tools for handling delivery and post-purchase questions. The new foundation helped reduce cancellations and supported selling across channels. In Australia and New Zealand, the platform also supported Click-and-Collect, Store Fulfillment, and improved handling of returns and inquiries.
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 supported new omnichannel experiences in under three months
Pandora used its broader digital foundation to launch customer-facing initiatives quickly. The source materials state that pilot programs addressing sales process, customer safety, store capacity, and personalized experiences were launched 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.
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. The source materials also say Pandora established more than 500 dynamic customer segments and 18 predictive analytics use cases to support more personalized engagement.
12. AI was used to bring more of Pandora’s in-store warmth into digital channels
Publicis Sapient later helped Pandora extend personalized service and shopping support into digital experiences with Agentforce. Pandora, Salesforce, and Publicis Sapient developed a roadmap to scale personalized service globally using intelligent agents designed to 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.
13. Two AI agents supported both service and shopping journeys
Pandora’s AI-powered customer experience work 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 occasion, recipient, and budget, using data from Commerce Cloud, Bloomreach, and Pandora’s UX research via Data Cloud to deliver tailored recommendations.
14. The engagement 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, positioning the work as a lasting relationship rather than a one-time delivery.