FAQ
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.
What did Publicis Sapient help Pandora do?
Publicis Sapient helped Pandora modernize commerce, fulfillment, and digital customer experience. The work included rebuilding Pandora’s digital commerce, order management, and customer service foundation, upgrading its Salesforce Commerce application, and improving omnichannel fulfillment. Publicis Sapient also supported AI-powered service and shopping experiences designed to make digital interactions feel more personal and connected.
Why did Pandora need this transformation?
Pandora needed this transformation because fragmented systems and aging technology 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 In APAC specifically, Pandora was also running an outdated Salesforce Commerce environment with unique customizations that were costly and labor-intensive to maintain.
What business problems was Pandora trying to solve?
Pandora was trying to solve fragmented customer experiences, slow releases, operational complexity, and limited visibility across commerce and fulfillment. The company struggled to understand customers consistently, answer basic order questions, and introduce new services efficiently. Manual processes, outdated service tools, and limited inventory reconciliation also made it harder to support a stronger omnichannel model.
How did Publicis Sapient modernize Pandora’s commerce platform?
Publicis Sapient modernized Pandora’s commerce platform by upgrading and optimizing its Salesforce Commerce application using an agile delivery approach. 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.
What was the broader transformation approach behind Pandora’s digital modernization?
The broader transformation combined platform modernization with organizational change. Pandora launched Programme NOW to rebuild how it served customers across digital and physical channels, with Publicis Sapient as a key global partner alongside Salesforce, IBM, and Teleperformance. The program brought digital development, analytics, operations, e-commerce, and marketing technology closer together and helped remove silos between marketing, commercial operations, and technology.
How quickly was the updated Salesforce Commerce application deployed?
The updated Salesforce Commerce application was deployed in just over two months. Publicis Sapient used agile development processes to expedite migration and deployment. That approach helped Pandora move faster than a more traditional delivery cycle would have allowed.
What results came from the Salesforce Commerce transformation?
Pandora achieved faster releases and shorter migration timelines from the Salesforce Commerce transformation. Release velocity improved from several months to a matter of weeks, and migration time was cut in half. After the first successful migration, Pandora’s e-commerce applications required no additional downtime.
How did Publicis Sapient improve Pandora’s omnichannel fulfillment?
Publicis Sapient improved Pandora’s omnichannel fulfillment by helping modernize 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.
What operational issues did Pandora face before the order management modernization?
Before the order management modernization, Pandora faced manual processes, limited inventory reconciliation, and outdated customer service tools. Customer service, logistics, and technology often relied on third parties, and Pandora did not control its own e-commerce sites in some markets. These issues affected shopping experiences and made it harder to support a connected cross-channel retail model.
What business impact did Pandora see from the order management transformation?
Pandora gained stronger inventory visibility, more optimized processes, and better support for cross-channel selling from the order management transformation. The new foundation helped reduce cancellations and improved tools for answering delivery and post-purchase questions. In Australia and New Zealand, the platform also supported Click-and-Collect, Store Fulfillment, and better handling of returns and inquiries.
How did Publicis Sapient help Pandora become more agile as an organization?
Publicis Sapient helped Pandora become more agile by removing silos, using cross-functional ways of working, and applying a test-and-learn approach. The transformation brought marketing, commercial operations, and technology closer together so teams could move with more speed and flexibility. Publicis Sapient also helped Pandora build a global digital hub in Copenhagen to bring key digital capabilities closer together.
What omnichannel customer experiences did Pandora launch as part of the transformation?
Pandora launched several omnichannel experiences as part of its broader transformation. These included click-and-collect, store-based fulfillment, virtual queuing, in-store appointment booking, find in-store, and store locators. Publicis Sapient states that pilot programs addressing sales process, customer safety, store capacity, and personalized experiences were launched in under three months.
What measurable business impact did Pandora report from the broader transformation?
Pandora reported substantial business and operational gains from the broader transformation. 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.
What role did AI play in Pandora’s more recent customer experience work?
AI was used to extend more personalized service and shopping support into Pandora’s digital channels. Pandora, Salesforce, and Publicis Sapient developed a roadmap to scale personalized service globally using Agentforce. The goal was to create intelligent agents that reflected the warmth and expertise of Pandora’s in-store interactions rather than relying on rigid scripted exchanges.
What AI agents were developed for Pandora?
Two AI-powered agents were developed for Pandora: Clara and Gemma. Clara is a customer service agent for routine questions such as order status and jewelry care FAQs. Gemma is a personal shopper agent that helps customers choose jewelry based on factors such as occasion, recipient, and budget.
How does Clara support Pandora customers?
Clara supports Pandora customers by automating routine service inquiries in conversational language. Clara handles questions such as order status and jewelry care and integrates with Service Cloud and Commerce Cloud. According to the source materials, Clara also uses Pandora’s IBM Sterling system to provide real-time order updates.
How does Gemma support Pandora shoppers?
Gemma supports Pandora shoppers by acting as a personal shopping agent. Gemma helps customers find jewelry by understanding the occasion, recipient, and budget. The source materials say Gemma uses data from Commerce Cloud, Bloomreach, and Pandora’s UX research via Data Cloud to deliver tailored recommendations.
What business impact did Pandora report from its AI-powered customer experience work?
Pandora reported meaningful service and customer experience gains from its AI-powered work. The source materials cite 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. These results were presented as evidence that AI-supported service and shopping can improve both efficiency and digital commerce performance.
What services did Publicis Sapient provide in the Pandora engagement?
Publicis Sapient provided a mix of strategy, experience, engineering, and platform services in the Pandora engagement. Across the source materials, these included Strategy & Consulting, Customer Experience & Design, Technology & Engineering, and Enterprise Platforms. Publicis Sapient also continued supporting Pandora through managed services and ongoing optimization after the initial migration work.
What should retail leaders take away from Pandora’s transformation?
Retail leaders should take away that a common commerce foundation, agile delivery, modern order management, and connected service capabilities can improve speed and customer experience across markets. Pandora’s example also shows the value of reducing duplicate customization, separating true local needs from unnecessary complexity, and connecting technology modernization with better ways of working. In APAC especially, the source materials emphasize balancing a shared core with local market nuance.