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For Infrastructure & Operations Professionals

Case Study: Black Friday Drives BT Transformation At Dixons Carphone

March 22, 2017

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  • By Milan Hanson
  • with Eveline Oehrlich,
  • Aaron Kinch,
  • Diane Lynch

Why Read This Report

Customer satisfaction makes or breaks a retailer, and the annual peak shopping day is the ultimate test. For Dixons Carphone, that test came on Black Friday, the start of the holiday shopping season. As a result of lessons learned, Dixons Carphone initiated a customer-obsessed redesign of people, process, and technology. Black Friday 2015 showcased the benefits of the company's cultural and business technology (BT) transformation. This report helps infrastructure and operations (I&O) professionals understand the steps Dixons Carphone took and why.

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Table of Contents

  • The Challenge: Classic High-Demand Preparations Weren't Enough
  • The Solution: A New Tech Management Approach Was Born
  • The Results: Two Wins — A Smooth Black Friday And A Culture Change
  • Recommendations

  • Carpe Diem For I&O: The Time To Change Your Company Is Now
  • Supplemental Material
  • Related Research Documents