35 minutes | Jun 25th 2020

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

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.