Pete Young played a key role in leading the transformation of Australia Post’s digital consumer experience. The journey to transformation at this 210-year-old institution began when they focused on fixing one specific problem: 15% of the customer base consistently missing first time delivery of a parcel.
Young also shares how, in two years, focus a single metric resulted in a 7% increase in successful first-time deliveries – a significant impact for an organization with 5 million digital customer accounts. Learn how his team shifted focus to measuring outcomes instead of outputs, the importance of leadership support, and how Young works with the not-so-Agile parts of the enterprise.
Accenture | SolutionsIQ’s Adam Asch hosts at Agile Australia 2019 in Sydney.