Episode 6: A Tale of Three Companies - Lessons from Blockbuster, Netflix & Dillard's

CX, AI, and Outsourcing

In this episode of the CX, AI, and Outsourcing podcast, John Walter, an attorney and outsourcing advisor, explains how artificial intelligence (AI) will impact the customer support industry in the coming decade. He draws parallels between the fate of companies in the industry and the stories of Blockbuster, Netflix, and Dillard's. Walter argues that the failure of Blockbuster to adapt to changing customer preferences and technological advancements was due to the loss of its entrepreneurial spirit, which resulted in prioritizing short-term financial gains over customer satisfaction. In contrast, Dillard's success can be attributed to the owners’ long-term commitment to serving customers well.

Key topics discussed in the podcast include:

• The impact of AI on the customer support industry over the next decade;
• The importance of maintaining an entrepreneurial spirit to prioritize customer satisfaction over short-term financial performance; and
• The success of companies, like Dillard's, that prioritize serving customers well.