Case Study

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

Big Bazaar Improved Convenience Throughout The Shopping Journey

May 26th, 2017
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Frederic Giron , Rick Parrish , Ryan Hart , Arnav Gupta , Bill Nagel


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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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.