What to Know About Publicis Sapient’s Work With Pandora: 12 Key Facts for Retail Leaders
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’s work with Pandora spanned commerce, fulfillment, and digital customer experience
Publicis Sapient helped Pandora transform more than a single platform. The work 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. The stated goal across these efforts was to support more consistent experiences across markets while improving speed, scalability, and operational efficiency.
2. Pandora’s transformation was driven by fragmented systems and legacy complexity
Pandora needed change because fragmented systems and aging platforms were making growth and change harder. Across markets, Pandora’s e-commerce presence was inconsistent, and in APAC the company was operating an outdated Salesforce Commerce environment with unique customizations that were costly and labor-intensive to maintain. These issues made it harder to deliver a holistic customer experience across online and offline 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 an agile delivery approach to speed 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 position 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, limited inventory reconciliation, and outdated service tools
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. The new fulfillment foundation supported better cross-channel operations and future scale
Pandora gained stronger inventory visibility, more optimized processes, and better tools for post-purchase inquiries and returns from the order management transformation. The new foundation helped reduce cancellations and supported selling across channels. In Australia and New Zealand, it also supported Click-and-Collect and Store Fulfillment, while creating an opportunity to scale these 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 used AI to bring more of its in-store warmth and expertise into digital channels
Publicis Sapient later helped Pandora extend in-store-style service 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 rather than rigid scripted ones.
12. Two AI agents supported both service and shopping, with measurable business impact
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. 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.