M&S - Sparks Re-Imagined
M&S - Sparks Re-Imagined
The Problem
We were tasked with inspiring the M&S executive leadership with a bold vision to transform their iconic Sparks loyalty program.
This involved a 2 phase approach:
First, we crafted a video using their brand ambassador Andi Peters to get initial buy-in and begin a solution blueprinting phase (video produced by Park District)
Next, building on the Sparks vision, we developed a broader end-to-end solution, beyond loyalty, to re-imagine retail digital transformation for M&S.
The Problem
We were tasked with inspiring the M&S executive leadership with a bold vision to transform their iconic Sparks loyalty program.
This involved a 2 phase approach:
First, we crafted a video using their brand ambassador Andi Peters to get initial buy-in and begin a solution blueprinting phase (video produced by Park District)
Next, building on the Sparks vision, we developed a broader end-to-end solution, beyond loyalty, to re-imagine retail digital transformation for M&S.
Role
Creative Strategy Lead
Creative Director
Design and Demo Build Coordination
Design Thinking Facilitator
Production Coordinator
Script Writing/Editing
The Solution
Through multiple co-creation workshops, we crafted a multi-cloud, multi-persona journey to inspire the M&S exec team about their future with Salesforce. Q Branch helped the M&S account team to pivot from a product-centric approach to one that prioritizes understanding and addressing customer challenges. This shift enabled us to craft a compelling, customer-first, Agent-driven executive narrative. We utilised the concept of a ‘dinner party’ to illustrate how, whoever the customer is, whatever their relationship is with the brand, however they shop and whatever they're looking for, Salesforce can enable M&S to provide.
The dinner party also carried on Andi Peter's story from our initial engagement.
With Agentforce (AI) interwoven throughout our story, each persona was given the task of providing something for the dinner party, all connecting at the end of the story, tasks completed, to enjoy their night together. Our solution connects cross-cloud Salesforce technologies including: Retail Cloud Salesforce Core Platform Commerce Marketing & Loyalty Service Agentforce (including Agent Builder)
The Solution
Through multiple co-creation workshops, we crafted a multi-cloud, multi-persona journey to inspire the M&S exec team about their future with Salesforce. Q Branch helped the M&S account team to pivot from a product-centric approach to one that prioritizes understanding and addressing customer challenges. This shift enabled us to craft a compelling, customer-first, Agent-driven executive narrative. We utilised the concept of a ‘dinner party’ to illustrate how, whoever the customer is, whatever their relationship is with the brand, however they shop and whatever they're looking for, Salesforce can enable M&S to provide.
The dinner party also carried on Andi Peter's story from our initial engagement.
With Agentforce (AI) interwoven throughout our story, each persona was given the task of providing something for the dinner party, all connecting at the end of the story, tasks completed, to enjoy their night together. Our solution connects cross-cloud Salesforce technologies including: Retail Cloud Salesforce Core Platform Commerce Marketing & Loyalty Service Agentforce (including Agent Builder)
The Output & Outcome
We crafted a strategic vision statement and actionable key themes that set the scene for the future parternship and the foundation for our story.
We mixed live demo with high-customised design and animation assets to create a truly immersive and inspiring experience for the M&S leadership team in the Salesforce Tower London. Each persona was individually chosen, illustrated and animated to represent a relevant person in the M&S world (and Andi Peter's world - yes he is friends with Joan Collins. Yes we did illustrate and animate her!).
The Output & Outcome
We crafted a strategic vision statement and actionable key themes that set the scene for the future parternship and the foundation for our story.
We mixed live demo with high-customised design and animation assets to create a truly immersive and inspiring experience for the M&S leadership team in the Salesforce Tower London. Each persona was individually chosen, illustrated and animated to represent a relevant person in the M&S world (and Andi Peter's world - yes he is friends with Joan Collins. Yes we did illustrate and animate her!).