Case Study

Case Study: Black Friday Drives BT Transformation At Dixons Carphone

March 22nd, 2017
Milan Hanson, null
Milan Hanson
With contributors:
Eveline Oehrlich , Aaron Kinch , Diane Lynch


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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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.