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, 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 helped Pandora modernize commerce, fulfillment, and digital customer experience
Publicis Sapient’s work with Pandora covered multiple parts of the retail ecosystem, not just one platform or channel. The partnership 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 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 transformation because fragmented systems and legacy platforms were making growth and change harder. In APAC, Pandora was operating an outdated Salesforce Commerce environment with unique customizations that were costly and labor-intensive to maintain. More broadly, fragmented e-commerce experiences across markets were limiting agility and making 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, making future maintenance easier.
4. Agile delivery helped Pandora move faster on migration and releases
Publicis Sapient used an agile delivery approach to accelerate Pandora’s commerce modernization. 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 delivery 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 position this as part of a more efficient release process that helped Pandora support updates and ongoing improvements more consistently.
6. Omnichannel fulfillment modernization focused on reducing cross-channel friction
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 reconciliation
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. These issues were affecting shopping experiences and making it harder for Pandora to support a stronger omnichannel model.
8. The new fulfillment foundation supported better cross-channel operations and future scale
Pandora gained stronger inventory visibility, more optimized processes, and new e-commerce services from the order management transformation. In Australia and New Zealand, the new platform supported Click-and-Collect, Store Fulfillment, and better tools for post-purchase inquiries and returns. The source materials also state that this foundation created 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. This foundation enabled Pandora to move faster and adapt more quickly when conditions changed.
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 say 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, and store locators.
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.