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

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  • PURCAREA, Ioan Matei

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.

Suggested Citation

  • PURCAREA, Ioan Matei, 2021. "The Impact of Robotics on E-commerce, and the Challenge of Delivering Great CX," Holistic Marketing Management Journal, Holistic Marketing Management, vol. 11(3), pages 14-39, October.
    • Handle: RePEc:hmm:journl:v:11:y:2021:i:3:p:14-39
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    More about this item

    Keywords

    E-commerce; Robotics; Industry 4.0; Industry 5.0; Artificial Intelligence; Automation; CX;
    All these keywords.

    JEL classification:

    • D83 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Search; Learning; Information and Knowledge; Communication; Belief; Unawareness
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • M15 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - IT Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • O32 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Management of Technological Innovation and R&D
    • O33 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - Technological Change: Choices and Consequences; Diffusion Processes

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