Pandora Embraces AI Agents, Gets New CEO

Jewelry retailer Pandora is seeing the benefits of agentic artificial intelligence amid a leadership change.

The company’s AI agent, Clara, now resolves roughly 60% of customer service inquiries, Glossy reported Monday (Dec. 22). It also helped drive a 10% increase in the company’s net promoter score, which gauges how likely customers are to recommend a brand.

“You don’t want to have to staff call centers [to be ready for] periods of peak sales volume,” said Pandora Chief Technology Officer David Walmsley, per the report. “It’s easier to train an AI service agent than it is to train 600 new service agents for peak; the efficiency we’re getting with the service agent is really paying dividends on Black Friday and this whole period.”

The results are crucial for Pandora, as the company derives roughly 40% of its yearly revenue from the closing quarter, the report said.

The PYMNTS Intelligence report “AI’s New Age: Building Human Intent and Trust Into Agentic AI” found that 80% of shoppers are more likely to make purchases when brands provide a personalized experience, making agentic AI systems that are positioned as collaborative partners potentially more enticing.

The new wave of digital commerce won’t require clicks at all, PYMNTS reported Dec. 3. Consumers will define an outcome such as “find me the best deal under $50,” and an agent will make it happen. The path forward is achievable with deliberate design.

Meanwhile, Pandora announced last week that its chief marketing officer, Berta de Pablos-Barbier, is set to become CEO Jan. 1. She replaces Alexander Lacik, who announced his plans to retire in September after six years as president and CEO.

“I want to thank Alexander for his outstanding leadership,” said Peter Ruzicka, chair of the company’s board. “Since he joined, Pandora’s revenue has grown by 45%, and total shareholder return has exceeded 200%. He leaves the company with a strong foundation and significant growth potential.”

Lacik will remain with Pandora as a special adviser until the company holds its annual general meeting in March. Pandora has also appointed Jennie Farmer, its senior vice president of brand experience and channels, as its new marketing chief.

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