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...

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