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For Customer Experience Professionals

Case Study: A Large Retailer Jump-Starts Its CX Transformation By Focusing On Ease

Big Bazaar Improved Convenience Throughout The Shopping Journey

May 26, 2017

Why Read This Report

In 2016, Big Bazaar, a major India-based retailer, saw its scores in Forrester's annual Customer Experience Index (CX Index™) rise by the largest year-on-year margin of any brand in the country. Forrester interviewed CX leaders at the firm to understand the steps they took to improve the retail experience for their customers and how this helped the business succeed. This report analyzes Big Bazaar's CX initiatives to help CX pros at retail firms learn from its experience.

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