Pandora Drives Revenue Growth and CX Improvement Through Digital-Enabled Business Transformation
This IDC Perspective provides insights into Pandora's digital-enabled business transformation. Danish jewelry giant Pandora was already embarking on a major technology and business transformation — Programme NOW — when the COVID-19 pandemic hit. Thanks in part to transformation of technology and work practices that had been driven by Programme NOW during 2019, Pandora was able not just to prevent a catastrophic fall in revenue during 2020 but to emerge from the pandemic stronger and more ready for the future. "Business transformation is a complex and difficult project to get right, particularly when the world is grappling with a pandemic," says Douglas Hayward, research director, Worldwide Digital Strategy and Agency Services at IDC. "To survive and flourish at a time of crisis, you need a strong technology foundation and modern ways of working to drive agility, collaboration, and proactivity. But most likely you also need strong external technology and consulting partners that on the one hand will support you with flexibility and empathy and on the other hand will politely but assertively challenge you to be at your best."
Please Note: Extended description available upon request.
- Executive Snapshot
- Situation Overview
- The Challenge for Pandora in 2018
- The Turnaround Begins: Programme NOW
- The Four Pillars of Pandora's Transformation in 2019–2021
- Accelerating Pandora's Digital Transformation
- eCommerce Storefront Rationalization
- Transforming Omni-Channel Order Management Globally
- Driving a Better Customer Service Experience
- And Then Came a Big Complication — The Pandemic
- Programme NOW: The End Results
- Brand Enhancement
- Shareholder Value
- Improved Customer Experience — and Customer Satisfaction
- Better Marketing Visibility — and Effectiveness
- What's Next for Pandora: Growth Strategy Phoenix
- Improving the In-Store Experience
- Driving Greater Personalization
- Enabling New Offerings
- Advice for the Technology Buyer
- Look for Partners That Are Supportive But That Challenge You Too
- Take a Truly End-To-End View of Problems
- Keep Raising the Bar with Your Talent …
- … And Make Sure You Drive a Great Employee Experience
- Make Technology and Digital Truly Part of "The Business" …
- … But Embrace Blurring and Ambiguity as Part of Collaboration
- Learn More
- Related Research
- Synopsis
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