Pivoting for the pandemic and driving new growth

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.

"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

Together, we created and delivered pilot programs across four opportunity areas: sales process, customer safety, store capacity and personalised “wow” experiences—then rolled out final products in less than three months. We’ve increased shareholder value, marketing effectiveness and transformed customer experience.

Other work