Situation
Deloitte launched an ambitious new campaign in collaboration with Salesforce to reimagine the future of customer service, supported by agentic AI. The centrepiece of the campaign was an immersive 360 experience, as well as a stand at Salesforce World Tour 2025 and various pieces of collateral.
Approach
I acted as a production lead for the campaign, working directly with the sponsoring partner and stakeholders from Agentforce and wider Deloitte. To re-imagine the future of service we:
- Conducted in-person research with a 360 video camera to immerse our clients into the participants’ contexts.
- Designed, animated, voiced, and composited prototypes in Figma and DaVinci Resolve.
- Designed and printed the Salesforce World Tour conference stand.
- Designed an immersive 360 experience in Figma using videos, prototypes, and professional voice overs.
One challenge was to get consensus on the plan and approach from a variety of partners involved. For example, the research almost didn’t happen. Despite a clear brief about raising empathy, we saw some resistance to the idea of running original research. Over the course of several weeks, as other aspects of the experience were fleshed out, I aligned with stakeholders one on one. I wanted to emphasise the benefits of the approach, the stories we’ll be able to tell, the innovative method (360 camera) of capturing research data, the ability to be in our participants’ living rooms and to see them on a big screen. I was successful in convincing the majority, and majority then overruled the minority. The research went ahead.
Outcomes
We produced the immersive experience and print ready panel designs for Salesforce World Tour. Beyond glowing qualitative comments from clients and leads, we built a solid pipeline of potential new deals worth millions having spent only a few hundred thousand on the campaign.
