Australia Post: How a 200 year old brand transformed its customer experience for the digital age

This article details how Australia Post, a 200 year old brand, transformed its customer experience to embrace digital solutions and build a more customer-centric organisation following a poor financial result in 2014.

Australia Post: How a 200-year-old brand transformed its customer experience for the digital age

Brooke Hemphill

For an organisation that's been around for more than 200 years, change has been a constant for Australia Post – and never more so than in the digital age.

Cindy Cash, Head of Customer Experience Improvement for the country's national postal service, told the Australian Marketing Institute's Customer Experience Summit in Sydney: "We've been doing it since our inception 208 years ago."

While the core service of the business – delivering mail and parcels to Australians – hasn't radically altered over time, the way...

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