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Pandora Drives Revenue Growth and CX Improvement Through Digital-Enabled Business Transformation

Publisher IDC
Published Jun 20, 2022
Length 11 Pages
SKU # IDC17273621

Description

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.

Table of Contents

11 Pages
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
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