Case Study

Case Study: Australia Post Embraces Digital Business Transformation

Drive Cultural Change To Deliver Improved Customer Value

June 2nd, 2017
Michael Barnes, null
Michael Barnes
With contributors:
Frederic Giron , Erna Esa , Bill Nagel

Summary

Unless your company is a startup, you are very likely scrambling to reinvent your organization in the face of digital disruption while continuing to leverage your core business strengths. Australia Post has been effectively balancing massive pressure to change with its ongoing government-mandated service obligations. The multiyear, cross-organization transformation resulted in improved and expanded service delivery and significant cultural changes. Digital business leaders can learn from Australia Post's experiences in dealing with digital transformation.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.