Swiss Post empowers 45K employees with Copilot Chat and expands AI innovation with Microsoft 365 Copilot and an Agent Factory

Transforming work for a connected, data-driven future

For more than 175 years, Swiss Post has been a cornerstone of national cohesion and accessibility, connecting the physical and digital worlds through logistics, communication, financial, and mobility services. As one of Switzerland’s largest employers, its workforce spans diverse roles—from mail carriers in alpine villages to corporate executives. The company’s strategic vision, Post of Tomorrow, places digital transformation at its core, with AI representing one of the most significant drivers of change. The introduction of Copilot marks the beginning of Swiss Post’s AI transformation as part of its broader Everyday AI strategy.

But digital transformation at this scale came with challenges. Information silos and fragmented collaboration limited efficiency in a hybrid environment. Swiss Post also recognized that true transformation couldn’t focus on just “digital natives” or office-based employees, it needed to include every worker. To sustain excellence in service delivery and meet rising expectations, the company set out to reimagine how work happens across every team and department.

“The objective of Everyday AI is to make using AI as intuitive as using search engines. To achieve this, a diverse team has been established to address key areas, including governance, technology and data, change management, security, and ethics, ensuring that all relevant factors of this transformation are considered.” Hannah Tschannen, Everyday AI Lead at Swiss Post.

Building an AI-powered workplace with Campana & Schott and Microsoft

Making AI approachable for everyone
Swiss Post partnered with Campana & Schott and Microsoft to co-design a scalable AI transformation strategy rooted in inclusion, governance, and continuous learning.

The rollout of Copilot Chat served as the strategic starting point to get employees familiar with the Copilot interface. Pinned to the navigation bar for every employee, it became the organization’s “UI for AI”—a simple, secure, and intuitive entryway into generative AI. Whether from a desktop or a mobile device, employees could explore new ways to find information, summarize content, or streamline tasks within the tools they already use every day. This early exposure built confidence, curiosity, and a foundation for scaling AI.

Scaling impact through enablement
With curiosity growing and initial adoption taking hold, Swiss Post and Campana & Schott turned their focus to sustaining momentum by ensuring that employees not only had access to Copilot, but also the knowledge, structure, and support to use it effectively at scale.

Beyond rolling out more than 3,000 Microsoft 365 Copilot licenses, Campana & Schott worked with Swiss Post to co-develop a scalable, modular enablement framework that served as the blueprint for navigating their change management and Everyday AI adoption journey.

This framework included, among other things:

• Keynotes and envisioning sessions around UI for AI to inspire engagement

• Regular enablement “Copi Academy” sessions for all employees, ensuring foundational knowledge of Copilot Chat and Microsoft 365 Copilot

• Targeted training for leadership, assistants, and high-impact roles to drive top-down engagement and peer advocacy

• Role-specific learning modules tailored to unique business requirements

• Department-level adoption programs that embed Copilot into daily workflows
  

Accelerating adoption through intelligent agents
One key driver of Swiss Post’s wide-scale AI adoption has been its strategic investment in agents—the next logical step in its evolution toward becoming an AI-powered frontier firm. Determined to realize measurable impact, Swiss Post began experimenting with Copilot Studio to create practical, self-service agents that deliver value for every employee. Campana & Schott played an essential role in guiding this stage of the journey, helping Swiss Post design a scalable, governed approach where innovation could flourish securely, responsibly, and at speed.

Inspiring continuous learning with Copi Academy
Another factor contributing to Swiss Post’s success in transforming is the company’s championing of continuous learning. The formal launch of “Copi Academy,” an enablement series that delivers live learning sessions every two weeks, has been foundational to driving adoption.

Each session at Copi Academy reinforces adoption by sharing new use cases, celebrating employee innovation, and fostering community through Microsoft Viva Engage. To date, Swiss Post has led between 30-40 enablement sessions, each with up to 300 attendees.

In parallel, Swiss Post created “Copi,” a friendly AI mascot that guides users through their own, personalized AI upskilling journey. Copi is one of the first agents introduced at the company and is designed to make AI feel more approachable, human, and inclusive by surfacing relevant training materials and walking users through onboarding sessions.

Formalizing a sustainable foundation for innovation: The Agent Factory
With the successful rollout of Copilot Chat, Microsoft 365 Copilot, Agents, and Copi, Swiss Post is now laying the foundation for a future for everyday AI where AI agents are developed, deployed, and governed at scale across the enterprise. Swiss Post’s AI journey has always been about building the infrastructure and capabilities to scale innovation tomorrow. That’s why the company has extended its partnership with Campana & Schott to oversee the next stage of its Everyday AI transformation with the launch of the “Agent Factory.”

Agent Factory is a centralized yet flexible model designed to empower every employee to innovate with agents while maintaining the highest standards of security, compliance, and trust. At its core, Agent Factory provides both the freedom to innovate and the framework to govern, operating through a Center of Excellence that defines best practices and has a dedicated Agent Governance Framework aligned with Swiss Post’s Responsible AI Principles. This ensures that new agents are created safely and strategically.

This next phase marks Swiss Post’s evolution from adopting AI tools to fully operationalizing them through their Everyday AI strategy. The focus now is on enabling the office workforce to develop an AI-first mindset while maintaining strong compliance and security guardrails to support a thriving, innovative ecosystem. Within this ecosystem, intelligent agents play a crucial role—empowering employees to envision, build, and benefit from AI solutions that drive measurable impact across the organization.

“If we talk about frontier firms, Swiss Post is a role model. From their comprehensive enablement initiatives to the innovative Agent Factory, Swiss Post demonstrates a clear vision and strategic determination to achieve their goals. Witnessing the passion, collaboration, and commitment of Swiss Post, Microsoft, and Campana & Schott is both inspiring and energizing.” Pascal Brunner-Nikolla, Head of Modern Work & Microsoft MVP at Campana & Schott.

Driving measurable business impact

Together, Swiss Post, Campana & Schott, and Microsoft have delivered measurable results that extend well beyond technology adoption. Swiss Post has achieved incredible engagement, with more than 3,000 employees actively using Microsoft 365 Copilot licenses. Additionally, the organization has hosted between 30 and 50 live enablement sessions, each with up to 300 attendees.

Swiss Post conducts regular surveys to gather feedback and better understand impact. Teams across logistics, finance, and corporate services are reporting meaningful gains in productivity and efficiency, while employees cite faster access to information, improved collaboration, and higher satisfaction with their digital work environment. These outcomes reflect a clear return on investment—both in operational performance and employee empowerment.

Microsoft played a pivotal role throughout the journey, providing not only the technological foundation but also enabling Campana & Schott with practice guidance, technology support, and best practices. Joint initiatives—such as immersive co-innovation sessions and hands-on agent development sprints—helped Swiss Post prototype new AI use cases, spark creativity, and showcase the art of the possible. Security and compliance were key priorities throughout the collaboration. Swiss Post worked with Microsoft to enforce strict standards such as Information Protection, controls to prevent oversharing, and Responsible AI principles to ensure that innovation progressed safely and responsibly. As a result, the rollout of Copilot Chat and Microsoft 365 Copilot was not only secure and compliant, but also closely aligned with Swiss Post’s business objectives and its people-first culture.

The collaboration between Campana & Schott and Swiss Post was also instrumental in translating Microsoft’s technology and resources into sustainable change. Success was driven not only by Campana & Schott’s expertise but also by Swiss Post’s strong internal commitment—across its Change Management, Product Management, and Power Platform teams—to embed AI into everyday work. Together, they implemented a robust framework for enablement, adoption, and governance that guided the organization from early experimentation to enterprise-wide transformation, establishing a solid foundation for ongoing innovation.

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