The Impact of Robotics on E-commerce, and the Challenge of Delivering Great CX

Ioan-Matei Purcarea

Holistic Marketing Management Journal, 2021, vol. 11, issue 3, 14-39

Abstract: As now is the real time to control and use effectively the full potential of Industry 4.0 and Industry 5.0, to consider Robotics, IoT and Artificial Intelligence, and the challenge of fulfilling extremely fast and with high precision the increasing ecommerce demand. Ecommerce sector growth is a driving force behind the obvious trend of embracing Robotics and Automation. It is important to better understand both how ecommerce impacted by robotic automation is engaging buyers in personalized digital experiences in a knowledgeable and insightful way, and the impact of developing and employing robotics on last-mile delivery. Considering both digital disruption and digital opportunities, now it’s time to deliver a frictionless CX, based on CX solutions playing well in an API-first world.

Keywords: E-commerce; Robotics; Industry 4.0; Industry 5.0; Artificial Intelligence; Automation; CX (search for similar items in EconPapers)
JEL-codes: D83 L81 L86 M15 M31 O32 O33 (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:hmm:journl:v:11:y:2021:i:3:p:14-39

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