Ep. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into Fast Fixes

from Customer Confidential: Untold Stories of Earned Growth · host Bain & Company

Mark Robinson, president of UPS Capital, the financial services subsidiary of UPS, joins me to discuss how the adoption of the Net Promoter System at UPS Capital was turbocharged by Agile ways of working and how Agile teams were able to radically speed up needed fixes to the customer experience that frontline employee identified in their huddles. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback

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This episode is 35 minutes long.

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This episode was published on June 25, 2020.

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