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IDC Perspective

How Pandora Drove Revenue Growth and CX Improvement Through DBT With Publicis Sapient

IDC studied Pandora’s transformative “Programme NOW” initiative—and how Publicis Sapient helped them prepare for Next.

The case study explores how the global jeweler, in partnership with Publicis Sapient, staged a huge turnaround, pivoted for the pandemic, and is now looking ahead with a new growth strategy. These lessons are distilled into three key takeaways as well as three recommended actions for organizations embarking on digital transformation initiatives.

In 2018, Pandora’s e-commerce presence was fragmented at best, and online competition began to erode their position as the world’s biggest jewelry brand.

They developed a high-level plan to create a better foundation across technology and operations—and chose Publicis Sapient as a key global partner. We helped them remove internal silos between marketing, commercial operations and technology, challenging them to move with more speed and agility.

Then came pandemic lockdowns, shifting our collective team’s priorities to quickly test and develop virtual queuing, in-store appointment booking, click-and-collect, find in-store, store locators, endless aisles, faster checkouts, virtual try-ons, and remote shopping assistants.  

Together, we created and delivered pilot programs across four opportunity areas: sales process, customer safety, store capacity and personalized "wow" experiences—then rolled out final products in less than three months.

The report reviews our partnership’s impact on the brand, shareholder value, customer experience and marketing effectiveness. It closes by offering six actionable pieces of advice for decision-makers seeking transformation partners.

We’re honored that IDC recognized the impact of our work with Pandora in this comprehensive case study.

"Publicis Sapient brought us the ability to bring global expertise to bear on particular local issues, which was incredibly important. But they also brought us agility and the ability to move at pace and flex around our needs. I really liked their ability to flex creatively and not be tied slavishly back to a statement of work all the time—that was really key for us."
David Walmsley, Chief Digital & Technology Officer, Pandora

About Publicis Sapient

Publicis Sapient is a digital transformation partner helping retail businesses such as Walmart, Carrefour and Eileen Fisher get digitally enabled, both in the way they work and the way they serve their customers. As digital pioneers with 20,000 people and 53 offices around the globe, our experience spanning technology, data sciences, consulting and customer obsession enables us to accelerate our clients’ businesses through designing the products and services their customers truly value. Publicis Sapient is the digital business transformation hub of Publicis Groupe.

Andy Halliwell
Andy Halliwell
Senior Client Partner at Publicis Sapient, Retail and Consumer Products