Regional Deep Dive: Digital Transformation in APAC Retail – Lessons from Pandora and Beyond

Navigating the Unique Landscape of APAC Retail

The Asia-Pacific (APAC) region stands as one of the most dynamic and complex retail environments in the world. With its vast diversity of markets, rapid digital adoption, and evolving consumer expectations, APAC presents both significant challenges and immense opportunities for retailers seeking to accelerate digital transformation. Success in this region requires more than simply replicating global strategies—it demands a nuanced, agile approach tailored to local market realities and digital maturity levels.

Pandora’s APAC Journey: A Blueprint for Regional Transformation

Pandora, a global leader in jewelry retail, offers a compelling example of how digital transformation can be shaped to meet the specific needs of APAC markets. Facing the challenge of fragmented e-commerce systems and rising consumer expectations, Pandora partnered with Publicis Sapient to modernize its digital commerce and omnichannel capabilities across the region.

Accelerating E-Commerce with Agile Salesforce Migration

In 2018, Pandora’s APAC operations were hampered by an outdated Salesforce Commerce platform, burdened with unique customizations and costly, labor-intensive updates. Recognizing the need for speed and scalability, Pandora and Publicis Sapient adopted an agile development approach to overhaul the system. By decoupling and rebuilding the region’s custom code, the team enabled a common codebase and storefront implementation, dramatically increasing release velocity and slashing migration time in half. The result: new features and updates could be deployed in weeks rather than months, with no additional downtime—empowering Pandora to keep pace with the region’s fast-moving retail landscape.

Omnichannel Fulfillment: Meeting APAC’s Cross-Channel Demands

Pandora’s transformation extended beyond e-commerce to omnichannel fulfillment, a critical capability in APAC where consumers expect seamless integration between online and offline experiences. Publicis Sapient led the migration of Pandora’s order management to a cloud-based IBM Sterling platform, initially rolling out in Australia and New Zealand. This enabled real-time inventory visibility, optimized returns, and new services such as Click-and-Collect and Store Fulfillment. The impact was immediate: greater inventory accuracy, improved customer service, and the ability to scale these innovations across new markets in the region.

Lessons for APAC Retailers: Key Takeaways from Pandora and Regional Leaders

Pandora’s APAC transformation highlights several lessons that are highly relevant for retailers across the region:

Local Nuances Matter: APAC is not a monolith. Each market has its own digital maturity, consumer behaviors, and regulatory requirements. Successful transformation starts with a deep understanding of these local nuances and the flexibility to adapt global platforms to regional needs.
Agility is Essential: The pace of change in APAC retail is relentless. Agile methodologies—characterized by cross-functional teams, rapid prototyping, and continuous iteration—are critical to delivering new capabilities quickly and responding to shifting market demands.
Unified Commerce is the Goal: Consumers expect a consistent experience across all channels. Integrating e-commerce, physical stores, and fulfillment operations through modern order management and inventory systems is foundational to meeting these expectations.
Data-Driven Personalization: APAC consumers are increasingly digital-savvy and expect personalized experiences. Leveraging data and AI to tailor recommendations, promotions, and services is a key differentiator in the region’s competitive landscape.
Scalable, Cloud-Based Platforms: Migrating to cloud-native, API-driven architectures enables retailers to scale quickly, reduce operational costs, and future-proof their technology investments.

Beyond Pandora: Regional Success Stories

Pandora’s journey is echoed by other leading retailers in APAC who have partnered with Publicis Sapient to drive transformation:

A Global Jewelry Brand: By optimizing omnichannel fulfillment in Australia and New Zealand, this retailer achieved real-time inventory visibility, streamlined returns, and introduced new services like Click-and-Collect—laying the groundwork for regional expansion.
Top Global Grocer: Through a decade-long partnership, a leading grocery retailer scaled its online grocery platform across international markets, optimized supply chain operations, and adopted agile engineering practices—resulting in significant revenue growth and improved customer experiences.
Mall Operator and Marketplace Innovator: A major retail estate trust in APAC created a digital marketplace platform that seamlessly connects online and offline shopping, enabling personalized experiences for millions of VIP customers and driving both digital and in-store engagement.

Actionable Insights for APAC Retailers

To thrive in the APAC retail landscape, leaders should:

Invest in agile, cross-functional teams to accelerate delivery and foster a culture of continuous improvement.
Modernize legacy systems with cloud-based, API-first platforms that support rapid innovation and scalability.
Prioritize omnichannel integration to deliver seamless, connected experiences across all customer touchpoints.
Leverage data and AI to personalize engagement and optimize operations.
Adapt global best practices to local market realities, ensuring relevance and compliance in each country.

Partnering for Success

Digital transformation in APAC retail is a journey—one that requires vision, agility, and a deep understanding of local markets. As demonstrated by Pandora and other regional leaders, partnering with an experienced digital transformation consultancy like Publicis Sapient can provide the strategic guidance, technical expertise, and operational support needed to unlock growth and deliver exceptional customer experiences across the region.

Ready to accelerate your digital transformation in APAC? Connect with our experts to start your journey today.