Gerstner says there's growing confidence that search dollars will redistribute over 5-7 years, even Google must cannibalize search.
“And make no mistake, Google is well positioned to make its claim for that, but its claim is going to come at the expense of search.”
Gerstner predicts BPO companies face disruption as voice and video modalities threaten their core business.
“BPO companies woke up yesterday and they're like oh my god, this is about voice, this is about call centers, this is about video in, this is about you know?”
Gerstner explains belief that Claude Code or OpenAI Codex can build CRM systems in an hour.
“There's a belief in the world today that I can just go to Claude Code or I can go to Codex at OpenAI.”
Gerstner uses Amazon-Walmart coexistence to argue disruption does not mean zero-sum destruction.
“if you go back to 2000, remember, there were concerns that Amazon was gonna destroy Walmart.”