CASE STUDY
An in-depth description of a firm’s approach to an IT management issue (intended for MBA and executive education)
Working Paper: Case Study
Redesigning CarMax to Deliver an Omni-Channel Customer Experience
CarMax has deployed empowered teams to reshape the customer experience.
Abstract
CarMax became the US’s leading used car dealer by providing a great customer experience in an industry known for bad experiences. Around 2015 the company embarked on a digital transformation that evolved into a vision for an omni-channel business model. This case reviews the company’s transformation journey, highlighting its adoption of empowered teams and two-in-a-box management approaches. The case observes how the company’s transformation helped it respond to the COVID-19 crisis and positioned CarMax for sustained growth.
Access More Research!
Any registered, logged-in user of the website can read many MIT CISR Working Papers in the webpage from 90 days after publication, plus download a PDF of the publication. Employees of MIT CISR members organizations get access to additional content.
Related Publications
About the Authors
Jeanne W. Ross, Principal Research Scientist, MIT Sloan Center for Information Systems Research (CISR)
R. Ryan Nelson, Professor of Commerce, McIntire School of Commerce, University of Virginia
MIT CENTER FOR INFORMATION SYSTEMS RESEARCH (CISR)
Founded in 1974 and grounded in MIT's tradition of combining academic knowledge and practical purpose, MIT CISR helps executives meet the challenge of leading increasingly digital and data-driven organizations. We work directly with digital leaders, executives, and boards to develop our insights. Our consortium forms a global community that comprises around seventy organizations.
AlixPartners
Avanade
Cognizant
Collibra
IFS
Alcon Vision
Amcor
ANZ Banking Group (Australia)
AustralianSuper
Banco Bradesco S.A. (Brazil)
Banco do Brasil S.A.
Bank of Queensland (Australia)
Barclays (UK)
BNP Paribas (France)
Bupa
CarMax
Caterpillar, Inc.
Cemex (Mexico)
Cencora
CIBC (Canada)
Cochlear Limited (Australia)
Commonwealth Superannuation Corp. (Australia)
Cuscal Limited (Australia)
CVS Health
Dawn Foods
DBS Bank Ltd. (Singapore)
Doosan Corporation (Korea)
Fidelity Investments
Fomento Economico Mexicano, S.A.B., de C.V.
Fortum (Finland)
Genentech
Gilbane Building Co.
International Motors
Jewelers Mutual
Kaiser Permanente
Keurig Dr Pepper
King & Wood Mallesons (Australia)
Mater Private Hospital (Ireland)
Nasdaq, Inc.
Nomura Holdings, Inc. (Japan)
Nomura Research Institute, Ltd. Systems Consulting Division (Japan)
Novo Nordisk A/S (Denmark)
OCP Group
Pacific Life Insurance Company
Pentagon Federal Credit Union
Posten Bring AS (Norway)
Principal Life Insurance Company
QBE
Ramsay Health Care (Australia)
Reserve Bank of Australia
RTX
Saint-Gobain
Scentre Group Limited (Australia)
Schneider Electric Industries SAS (France)
Tabcorp Holdings (Australia)
Telstra Limited (Australia)
Terumo Corporation (Japan)
Tetra Pak (Sweden)
Truist Financial Corporation
UniSuper Management Pty Ltd (Australia)
Uniting (Australia)
USAA
Vanguard
WestRock Company
Wolters Kluwer Financial & Corporate Compliance
Xenco Medical
Zoetis Services LLC
MIT CISR Associate Members
MIT CISR wishes to thank all of our associate members for their support and contributions.