Transforming the Digital Experience at Australia Post

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 from 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.   The Agile Amped podcast is the shared voice of the Agile community, driven by compelling stories, passionate people, and innovative ideas. Together, we are advancing the impact of business agility. Podcast library: www.agileamped.com Connect with us on social media!  Twitter: https://twitter.com/AgileAmped Facebook: https://www.facebook.com/agileamped Instagram: https://www.instagram.com/agileamped/