What we get wrong about customer experience

We can all learn from Blockbuster, says digital transformation chief Nick Hodder

John Leonard
clock • 2 min read
Nick Hodder speaking at the ITLS 2023
Image:

Nick Hodder speaking at the ITLS 2023

Blockbuster was right, said Nick Hodder, assistant digital transformation director at Imperial War Museum, speaking at Computing’s IT Leaders Summit on Wednesday. “We all love watching movies at home, now more than ever before.” 

Of course, Blockbuster was wrong too. The company knew what its customers wanted, but in the end it couldn't deliver it in the way they wanted.  The fate of Blockbuster, Kodak and other companie...

To continue reading this article...

Join Computing

  • Unlimited access to real-time news, analysis and opinion from the technology industry
  • Receive important and breaking news in our daily newsletter
  • Be the first to hear about our events and awards programmes
  • Join live member only interviews with IT leaders at the ‘IT Lounge’; your chance to ask your burning tech questions and have them answered
  • Access to the Computing Delta hub providing market intelligence and research
  • Receive our members-only newsletter with exclusive opinion pieces from senior IT Leaders

Join now

 

Already a Computing member?

Login

You may also like
'We can become the best airport in the world': How Heathrow's new CIO is transforming travel

Strategy

‘I want my time in the airport to be seamless, personalised and digital-first'

clock 10 April 2024 • 3 min read
Exclusive: Behind the scenes of DWP's ambitious tech transformation

Government

Modernising Europe’s biggest IT estate

clock 13 March 2024 • 5 min read
IBM bets on integration, ServiceNow on process mining with strategic acquisitions

Mergers and Acquisitions

Cloud integration, process mining and task automation are hot

clock 19 December 2023 • 2 min read
Most read
01
04

TikTok sues US government

09 May 2024 • 3 min read
05

LockBit leader unmasked

08 May 2024 • 3 min read

Sign up to our newsletter

The best news, stories, features and photos from the day in one perfectly formed email.

More on Leadership

Widening the pipeline of tech talent into your business

Widening the pipeline of tech talent into your business

With greater diversity comes greater volume

Penny Horwood
clock 07 May 2024 • 4 min read
NCSC founder: 'There's always going to be an arms race, but I remain an optimist'

NCSC founder: 'There's always going to be an arms race, but I remain an optimist'

An interview with former GCHQ chief Robert Hannigan

Penny Horwood
clock 02 May 2024 • 6 min read
Today is your last chance to enter the 2024 IT Leaders 100

Today is your last chance to enter the 2024 IT Leaders 100

Entries take five minutes, but close tonight

Tom Allen
clock 26 April 2024 • 2 min read