Most people know Pandora for its iconic charms, but far fewer realize the company is the largest jewelry brand in the world by volume — producing more than 100 million pieces a year.
In this episode of Retail Remix, host Nicole Silberstein speaks with David Walmsley, Chief Digital and Technology Officer at Pandora, about how the brand is modernizing its business without losing sight of what it really sells: memory, connection and emotion. David shares how Pandora’s Program Phoenix transformation has helped turn around the business, why the company is investing heavily in digital and omnichannel infrastructure, and where AI is starting to unlock value across service, selling, forecasting and product design.
Key Takeaways
- Why the company focused first on building stronger digital channels and stabilizing store tech before chasing bigger transformation bets;
- How Pandora is using AI in customer service today, and what the agentic future holds for the company;
- Why jewelry creates a more emotionally complex AI selling challenge than more functional categories;
- Where AI may have the biggest long-term impact at Pandora: design, service and operational automation;
- Why omnichannel success depends on brands — not customers — being the “glue” across digital and physical touchpoints; and
- How to avoid the tech pitfall of “platformitis.”
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What is Retail Remix?
The rules of retail are constantly changing. Today, we're in an exciting new era where brands can differentiate through experience and use technology to connect with customers in new and exciting ways. Retail Remix is a new podcast series brought to you by Retail TouchPoints, the industry's leading source for news, insights and research for all things customer experience. Every week, we sit down with someone who is helping put a new spin on the retail experience. Hear from the top practitioners, analysts and innovators in retail, and see what new engagement opportunities await.