What to Know About Publicis Sapient’s Work With Pandora: 10 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 helped Pandora build a more unified retail foundation across commerce, fulfillment, and customer experience
Publicis Sapient’s work with Pandora went beyond a single platform upgrade. The partnership included Salesforce Commerce modernization, omnichannel fulfillment improvements with IBM Sterling Order Management on Cloud, and AI-powered service and shopping agents using Salesforce Agentforce. Taken together, these efforts were aimed at supporting more consistent experiences across markets while improving speed, scalability, and operational efficiency.
2. Pandora’s transformation started with a clear business problem: fragmented systems were slowing growth and making change harder
Pandora needed to transform because legacy platforms and fragmented experiences were creating operational drag. In APAC, Pandora was running an outdated Salesforce Commerce environment with unique customizations that were costly and labor-intensive to maintain. More broadly, fragmented e-commerce experiences across global markets were hindering growth and limiting Pandora’s ability to deliver a holistic customer experience across channels.
3. Publicis Sapient used agile Salesforce Commerce modernization to simplify complexity and speed up releases
Publicis Sapient modernized Pandora’s Salesforce Commerce application using an agile delivery approach. The team helped enable 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 and scalability easier.
4. The Salesforce Commerce upgrade moved quickly, with deployment completed in just over two months
Pandora’s updated Salesforce Commerce application was deployed in just over two months. Publicis Sapient used agile development processes to speed migration and deployment rather than relying on a longer traditional delivery cycle. That faster approach helped Pandora modernize its commerce environment while moving more quickly toward alignment with other regions.
5. Pandora saw measurable commerce gains, including faster releases and shorter migration timelines
The Salesforce Commerce transformation delivered concrete operational improvements. According to the case study, 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.
6. Publicis Sapient also helped Pandora improve omnichannel fulfillment through IBM Sterling Order Management on Cloud
Pandora’s transformation extended beyond the storefront to the order management layer. Publicis Sapient, working with IBM, 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 fulfillment modernization addressed manual processes, weak inventory reconciliation, and outdated service tools
Before the order management transformation, Pandora faced several operational issues that were limiting omnichannel performance. 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 cross-channel retail model.
8. Publicis Sapient helped Pandora become more agile by changing how teams worked, not just what technology they used
Pandora’s broader transformation included organizational and operating model changes as well as platform work. 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 with more speed and agility, including when market conditions changed quickly.
9. That agile foundation helped Pandora launch new omnichannel experiences in under three months
Pandora used its new foundation to move quickly on customer-facing initiatives. Publicis Sapient states 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, and store locators.
10. Publicis Sapient later helped Pandora extend in-store-style service into digital channels with AI agents
Pandora, Salesforce, and Publicis Sapient developed a roadmap to scale personalized service globally using Agentforce. Two AI-powered agents were developed: Clara, a customer service agent for routine questions such as order status and jewelry care, and Gemma, a personal shopper agent that helps customers choose jewelry based on occasion, recipient, and budget. According to the source materials, Clara integrates with Service Cloud and Commerce Cloud and uses Pandora’s IBM Sterling system for real-time order updates, while Gemma uses data from Commerce Cloud, Bloomreach, and Pandora’s UX research via Data Cloud to deliver tailored recommendations.
11. Pandora reported meaningful AI-era outcomes in service, customer experience, and digital commerce
Pandora presented several business results from its AI-powered transformation. 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 suggest that Pandora’s more recent work was not only about automation, but also about improving customer experience and supporting digital commerce performance.
12. The partnership continued beyond initial delivery through managed services and ongoing optimization
Publicis Sapient’s role did not end with the first migration or launch. The Salesforce Commerce case study describes a lasting partnership in which Publicis Sapient continued to provide managed services and support new upgrades and optimization efforts. That ongoing support helped Pandora maintain momentum after the first phase of transformation and continue building toward a more unified, scalable, and responsive retail model.