Play
Show Navigation
Show Transcript
00:00
Play
Seek 10 seconds backwards
Seek 10 seconds forward
00:00 / 22:49
Mute
Disable Captions
Settings
Picture in picture
Fullscreen
Search in video
You can search the video captions for specific words or phrases.
Popout transcript
Hide Transcript
Skip transcript
(upbeat music)
I think it's really important
when you go on a digital transformation
that you don't leave behind
the operational parts of your business
that make your stores a success.
Thanks so much, have a nice day.
Enjoy.
Bye-bye.
First and foremost, a real objective
was about really creating one global technology footprint
for our digital business.
I always keep telling my architects,
"Design for tomorrow, which accommodate today."
It should be fun shopping.
Pandora had over $3 billion in sales last year.
About a quarter of their sales are now generated online.
Wow, it looks awesome.
Let's go ahead and check out.
The most personal experience you get in life
is face to face with another human being,
and all technology is trying to do
is catch up with that very basic human instinct
and approach to life.
(bright music)
(lively music)
My name is Kate Walsh.
I'm SVP of Omnichannel Retail here at Pandora.
I would say the first thing that really helps me
in my role is I love to shop,
I love to shop online, I love to be in stores,
I love to get inspired on social,
and I love the Pandora product.
It's a product and a brand that I can really connect with.
Omnichannel is a real buzzword in business at the moment.
But in real simple terms,
it means meeting the customer however they want to shop,
offering that seamless journey
whether they want to shop offline, online,
or across both of our channels.
There you go.
(upbeat music)
I think we've got the new summer campaign
now set up in the lab, so we've got the blue ocean.
What do you think?
We want to have a theme here.
We need to use the wall more
so the screens are doing that job okay here.
I think it comes across really great.
That's going to be good.
I've basically been here my whole career.
Many of my friends are from here,
my girlfriend I met at Pandora,
so I have a very, very close connection to this company.
I think it's really important
when you go on a digital transformation
that you don't leave behind the operational parts
of your business that make your stores a success.
Sometimes it's the real basic things
that you also need to think about
as well as some of the more innovative strategies
we have in our digital space.
So the octopus, I think that's has to be
one of the best sellers.
It's really cute.
It is indeed.
(melancholy music)
Back at the start of the pandemic,
it was a terrifying prospect
that we would literally have to shut up shop.
(melancholy music)
In 2020, when the pandemic hit,
our first priorities was the safety of our staff
and keeping them safe so that's where all the energy went.
That was very, very important to us.
I never think I worked that hard
as I did in those days and those weeks.
So having to close, not knowing when we could open up again
was quite terrifying to be honest.
So imagine nobody really knows
what this beast is all about and there's so much anxiety.
Now, this is the point in time
where people start working from home, they're isolating.
It was a huge mountain to climb.
We had to double our capacity as fast as possible.
At the same time,
we at no point wanted to compromise the health
and safety of our people.
The story of Pandora is a little bit like a fairy tale,
from humble beginnings here in beautiful Copenhagen
to the largest jewelry brand in the world.
(triumphant music)
It was a small jewelry store in Copenhagen, Denmark
owned by a jeweler.
But it wasn't until about 2000 that he invented
and patented the charm bracelets,
what's now called the Moments Charm Bracelet.
That is what their flagship product
and today still accounts for about 70% of their sales.
And then they went public in 2010,
so that was when they really kind of, you know,
blew the doors open and really expanded from Europe,
smaller European and US market to the whole world.
(energetic music)
And why have we been so successful?
It really is the product.
It really was the Charm Bracelet concept
that really captured everyone's imagination.
You buy the bracelet base,
you buy one charm at a time and you build your own bracelet,
and those charms are designed to have special meaning,
signify milestones in a person's history,
meaningful memories.
(gentle music)
(playful music)
My name is Lily Byrd.
I am what's considered a Pandora super fan.
I have been collecting Pandora for over 10 years
at this point,
and I just love the brand,
I love everything they stand for.
I have to say that their Charm Bracelets
are absolutely my favorite things.
I love how customizable they are.
I love adding new charms, going to the store
and seeing their new collections.
(romantic music)
This one is first charm that I received,
this lovely owl charm for my 16th birthday
from my boyfriend then.
He ended up being my husband.
My husband's last name was Byrd,
so I wanted to make a really fun bracelet
that was all of the Pandora bird charms that I could find.
I chose the color green for this bracelet
because it's my husband's favorite color
and he has green eyes, so this owl reminds me of him.
Look at this little peacock.
He has rows of blue and green little CZs there
that sparkle.
Yeah, that's the bracelet.
(romantic music)
(mellow music)
We have this global phenomenon on our hands
and it's one of the few jewelry brands
that enables women around the world to tell their stories
and express themselves in their unique way.
What I really love about the brand
is that when I go out in public
and I'm wearing my Pandora jewelry,
I can't tell you how many times I've been stopped in stores
or just like going about my day
by a woman who loves my bracelet
and comes up to me
and asks me if she can look at the bracelet up close.
She wants to see the charms that I'm wearing
and what they represent to me.
So I definitely find myself telling the stories of my life
to other people, which is really cool.
And I cannot say that any other jewelry
that I've ever worn has prompted a conversation like that.
You can't just have one.
You want to have a collection.
And the charms themselves are very affordable
and that collectability builds brand loyalty
which is ultimately, in my world,
the holy grail of marketing is that brand loyalty,
that you keep going back again and again to a brand,
to buy products.
(mellow music)
We have people who are coming in looking for gifts.
We have people who are coming in
looking for something for themselves.
(whimsical music)
Some more kind of trend-setters.
Pandora just hit the United States by storm
because they filled a white space that nobody had filled
in the jewelry market to date.
I love the story that I often hear about our brand
and that's if you go to the party
and two women are wearing the same outfit,
maybe they don't want to be stood next to each other,
but when they're both wearing that Pandora bracelet,
they come together and something magical starts to happen.
They might be wearing the same charm,
but they're wearing it for very different reasons,
so there's something really special
and emotional about the jewelry category in general,
and then Pandora really takes that personalization
to the next level.
(cheery music)
It really is up to our sales advisors
to find out exactly what type of customer they have
when they walk in the building.
We also have different ages
and also different markets as well.
I mean, the Italian customer
is a lot different from the American customer,
the Chinese customer, and things like that,
so we have something to cater to each of those customers.
Hi, Pandora friends, welcome back to my channel.
My name is Lily,
and today we are going to be reviewing
the Pandora ME Link Chain Bracelet.
I am Lily and I love everything Pandora.
Today, we are going to be doing a little unboxing.
Today, I have some super exciting news to share.
I'm going to give a little bit of a life update
to my subscribers.
So let's go ahead and dive right in.
The first items we're going to look at
are these beautiful red muranos.
In my Pandora videos, it's all content based on Pandora.
I teach you how to clean, I show you my storage,
so if you're new,
I also review different collections that come out,
so if there's a new necklace that came out,
I go to the store and I purchase it,
show you the mechanics of it.
This is a new bracelet that was released by Pandora
and I have to say that they've outdone themselves,
because they put two clips here on the bracelet
that you can add dangle charms to.
(gentle music)
(playful music)
The world I came into in Pandora,
the eCommerce was 10, 12% of the of the business.
Customer service was a black box
run by third party, operations was a black box.
We didn't know how many orders we were failing
for customers.
It was really quite grim.
So the website wasn't very good
and it was a bit of a chunky selling experience
and we see customers complaining on Facebook,
and you ring up customer services
and you got an odd response.
So technology was invested in,
but the systems were, didn't talk to each other very well,
the data would pass overnight between systems, you know,
so it was very old school
in terms of how the systems talk to each other,
and that's really at the heart of digital transformation
is helping data move fluidly around the organization
in real time.
It was truly a wake-up call for us
needing to get up on a whole other gear.
So I think something good came out of that really
'cause it opened up our eyes for the opportunities out there
and what it was that we needed to improve
to actually deliver well to our customers.
Nobody likes to let a customer down.
I have been using the Pandora website
since I started collecting, actually since before,
because I was on there to make my wishlist,
and I remember that the website pretty much stayed the same
for many, many years up until recently,
so it was very outdated.
(celestial music)
Pandora, like a lot of organizations,
previously saw technology as a cost,
it saw it as something that hopefully generally worked,
but was only seen, noticed when it didn't work.
But it wasn't seen as this kind of strategic advantage
for the organization.
Technology is the easy bit, 'cause technology is rational,
it's logical, it does what you ask it to do.
Putting digital at the heart of Pandora's culture
was fundamental.
So the last couple of years has been about simplifications,
and that means cloud-based systems, cloud-based backbones,
it means systems like the Salesforce system,
and that's a fundamental part
of enabling us to focus on the things that really matter
which is, you know, the customer experience,
and that's really I think part of the secret sauce
in terms of digital transformation.
Pandora is what I would call
an accessible luxury brand.
Luxury brands ever since
the invention of of e-commerce shopping
basically turned their back on it.
They did, they had complete hands off
on trying to sell online.
And international companies like Pandora
need to be forced to change
and it's very hard for them to pivot,
so I think that their back had to be against the wall.
(pensive music)
We were always planning kind of rapid change
and so, you know, first and foremost, the real objective
was about really creating one global technology footprint
for our digital business.
So for our customers, what we really want to achieve
is an experience where they're getting an emotion
at the end of it.
What is it they're getting from the store?
What is it that we can actually give
from the digital experience, which won't match the store,
won't be as good as talking to somebody,
but what can be nearly as good?
So yes, we're giving them guidance,
we're giving them confidence in making decisions,
but also we're allowing them to kind of have fun.
You know, it should be fun shopping.
(light music)
A lot of our store customers
actually were fairly unfamiliar with using online
and so required or wanted more help and more tools
to help with that sort of online research
to figure out, you know, what they really wanted to to buy
once they got into a store,
so we added all sorts of kind of new,
sort of online solutions and tools.
(light music)
I'm going to go to the bracelet section
and I have my heart set
on the Pandora Moments Heart Clasp Snake Chain Bracelet.
So let's try it on.
And now I'm going to snap the picture.
Wow, it looks awesome.
Let's go ahead and check out.
I always keep telling my architects,
"Design for tomorrow which accommodates today."
So when I say which accommodates today,
it could be a permanent fix
because in digital world,
we are changing every day, every minute.
(reflective music)
(dreamy music)
How are you today?
I'm good, how are you?
I'm doing okay.
What bring you into the store today?
I was looking online and I saw a couple things
and I think I'm looking to get something for myself
off my wishlist.
Okay.
But I was wondering
if I could like try a couple things on-
Sure.
Was there anything in particular-
When a customer comes in to shop with us,
our Omnistore Till Solution can actually see
what have they previously bought online?
Have they saved any items online to their wishlist?
Like our wishlist feature
for those extra special occasions.
I was, I found something online
like a pair of earrings that I looked at,
but I don't remember exactly what they were.
We know that typically 65% of customers
have browsed online before they come into the store
to shop with us.
All the different types of earrings
that you can choose from.
And we know that we have over a thousand items
in store.
So it stands to chance that that customer,
where they've gone very deep into researching
one, two, or three items that they want to look at
might be even more well-informed than our store associates.
Well, they do look very nice in the silver.
Yeah, I like those ones.
Yeah, those are really nice.
What our Omnistore Solution does
is it gives our store colleague all of the information
about that product at their fingertips.
When they come into the store,
it allows us to, to create a relationship with the guests
and talk to the guests and ask them questions
on who they're shopping for, what is the occasion.
So now here it allows me to view customers' transactions
so I can get an idea on the guest
and what they like for themselves or for their loved one.
So it's a great example
of seamlessly connecting the online world
with the in-store environment.
So it's looking for ways to story tell online
using our amazing people in stores, right?
They are the face of our brand.
And increasingly it's going to be about
using digital technology and services
to create heroes of our store associates
and just make that far more accessible for our customers
whether they're online or anywhere.
Rather than worrying too much
about how we are set up
and how the systems and teams within Pandora interact,
I try and keep a focus on the customer,
'cause to the customer it doesn't matter, it's Pandora.
I go to your website, I walk in store,
I go back to your website,
I walk in store, and that is what we need to mirror.
These things are like crucial for us
to be able to knit together internally
so that we can give out to back to the customer
that experience that they're hoping for and expecting.
(spirited music)
(ethereal music)
Pandora had over 3 billion in sales last year
which is a huge number when we're talking about jewelry.
And I think today, about a quarter of their sales
are now generated online,
and that is a tremendous percentage of their business.
(ethereal music)
(upbeat music)
We know that our store teams
sometimes sell in a different way
and the US shopper can also shop in a different way.
Perhaps they're looking for different kinds of product
and perhaps they have different expectations
of customer service.
But who knows what I'm going to see
when I go over to the Bronx store.
It's going to be really interesting.
(upbeat music)
Well, I love to mix the metal.
I like to show the customer
that they shouldn't be afraid to be able to mix a metal
and going to the different types of metals,
it just really helps build their collection.
Yeah.
And do customers typically let you use a serving tray
for you to kind of curate
or do you have the type of customers where they're like,
"Just get me the tray, I want to like look at everything."
So we utilize our tempt tray to just really design-
Tempt tray, that's what you'd call it.
I like that.
That's a little bit sexier than serving tray.
Yeah, let's tempt them, right?
Yeah.
What was really amazing is you can see
we're onto something here
because if our store colleagues knew
intuitively how to sell,
then we knew that it was going to be successful
for our shoppers as well.
Effectively, we've taken the best of an online world
and brought it into our in-store environment.
Yes, right?
The stores also has our touch-and-feel element
which our shoppers love.
So this is really quite a basic bit of furniture,
but it enables our shoppers to actually try on our rings
on their own before they're ready to purchase.
Of course it's still new, we're still learning.
But it's been a great experience.
We've asked loads of questions
and a lot of great things to take back with us
to the head office in Copenhagen.
I think overall the technology worked
really, really, really well in this store.
I think it's quite evident
that we have still room to improve,
but we've come a really long way.
Do you mind just only giving me your email
that's connected to your account?
So we have this one that's over here,
it's a little bit fancier.
Okay, nice.
(uplifting music)
Our product's already very personal.
You know, you travel around the world
and you see people in different, you know, hotel reception.
You say, you know, "That's a lovely bracelet."
Ane they say, "Oh, yeah, that's my daughter
when she went to university and college,
and that's my second honeymoon."
You know, and the story of their life is on their wrist.
The most personal experience you get in life
is face to face with another human being,
and all technology is trying to do
is catch up with that very basic human instinct
and approach to life.
(uplifting music)
(upbeat music)
Resume AutoScroll
Questions about Salesforce+? We have answers.
What is Salesforce+?
Salesforce+ is the free streaming service for business. It’s a place to watch live events and original series that help you grow your career and company, on your own time. Salesforce+ is produced by Salesforce, so you’ll find our company’s big events like Dreamforce here — as well as new original shows and virtual learning made for your role and industry. Everything is free and unlimited.
What can I watch on Salesforce+?
You can watch all kinds of helpful, entertaining, and inspiring videos on Salesforce+. One thing our members love is our events. Whether you catch them live or on demand, Salesforce+ gives you a free front-row seat to our biggest global events, like Dreamforce, TrailblazerDX, and Connections. Our members are also big fans of our original series. These entertaining business shows star people in roles and industries just like yours, giving you fresh ideas for how to grow your company and do better work. The best part is, it’s all free.
Do I have to pay for Salesforce+?
Salesforce+ is free. Watch any Salesforce+ events or series at no cost. To enjoy unlimited free access to our entire library of videos, become a member by signing up for Salesforce+ with a Trailblazer account. You don’t need a Trailblazer account to watch original series. To join us for virtual events like Dreamforce or Connections, you need to create your own Trailblazer account (it’s free!).
What is a Trailblazer account?
Your Trailblazer account gives you access to a unified profile across the Salesforce ecosystem and allows you to manage your settings and access across multiple Salesforce sites.
How do I sign up to register for live and on-demand events, like Dreamforce?
Sign up or log in to your Trailblazer account and complete a few additional details to watch Salesforce+ events live and on demand. We recommend preregistering for all events on Salesforce+ to get your own personalized journey, reminders, recommendations, and more.
Do I need to be a Salesforce customer to watch Salesforce+?
You don’t need to be a Salesforce customer to watch Salesforce+. Our virtual learning is open to everyone.
