Pandora Is Redefining Its Digital Architecture

Pandora preserves the strong brand value it has built on a global scale by delivering the same quality of experience in every market. Rising customer expectations, the complexity of an omnichannel structure, and the need for agility led the brand to rethink its digital architecture. The transformation implemented with Salesforce and Agentforce is not merely a technological renewal; it represents a strategic restructuring that unifies the customer journey across all touchpoints and makes Pandora’s global operations more holistic, faster, and more predictable.

A Unified Customer Journey on a Single Platform

The first critical step in Pandora’s transformation journey was to consolidate fragmented data and processes that were previously spread across different channels under a single platform. E-commerce, in-store experience, loyalty programs, and customer service now operate not as isolated systems, but as an integrated ecosystem fed by the same customer profile and speaking the same language.

Thanks to this structure:

• customer preferences became more clearly visible

• disconnections between channels were eliminated

• marketing, sales, and operations teams began accessing the same source

• the customer journey gained a more seamless, end-to-end flow

For a global brand like Pandora, this level of integration creates a strategic inflection point that directly increases efficiency.

A New Level of Privacy and Security

One of the top priorities of the transformation was managing customer data security in compliance with different legal frameworks.
Since regulations vary across the markets where Pandora operates, security evolved from a purely technical concern into a core element of business strategy.

Agentforce enables this transition through:

• a design that does not retain post-interaction data

• automated data deletion mechanisms

• a strong governance model

• strict access controls and security standards

This made it possible for Pandora to move to the new architecture with confidence. As a result, the brand established a modern and personalized experience architecture without compromising security.

AI-Powered Engagement: Bringing In-Store Proximity to Digital

One of Pandora’s key digital ambitions was to carry the strength of in-store consultancy into digital channels.
Smart digital assistants developed with Agentforce provide customers with:

• personalized product recommendations

• campaign and promotion reminders

• exclusive content based on loyalty status

• intelligent guidance based on search and shopping intent

This approach transfers the guidance value of the physical experience into online environments.

Thanks to low-code/no-code structures, business teams can design their own flows quickly without the need for complex IT development, significantly accelerating the pace of innovation.

Agility and Scalability in Global Operations

Pandora operates across dozens of countries, each with different customer expectations, campaign dynamics, and service models.
In traditional monolithic systems, this diversity created complex and costly operational burdens.

With the new architecture:

• market-specific features can be added much faster

• inventory, pricing, and campaign management become more agile

• new digital services are launched in days instead of weeks

• business teams can optimize processes without being dependent on technology teams

This enables Pandora to position technology as a lever for both operational speed and customer experience.

Key Outcomes of Pandora’s Transformation

• Consistent and strong customer experience
  The same level of quality and information flow is ensured across all touchpoints.

• Operational efficiency
  Complex system structures are simplified, reducing the workload on teams.

• Personalized digital engagement
  AI agents deliver more accurate recommendations and guidance to customers.

• Security and regulatory compliance
  Customer data is managed responsibly, transparently, and in line with global standards.

• Accelerated innovation cycle
  New features and experiences can be launched in much shorter timeframes.

Pandora’s transformation with Salesforce and Agentforce stands out as an exemplary implementation, demonstrating how strong connections can be built between customer experience, data integrity, and operational agility in modern retail. The brand positions its technology investment not merely as an infrastructure modernization, but as a strategic transformation tool that redefines customer touchpoints, accelerates global operations, and establishes a future-ready business model.