Insights

When can we say that different applications are deeply integrated? Is providing a seamless customer experience on every channel with personalization predominantly your priority? The answer to the first question is that, applications and systems can be truly integrated when a platform that provides a single view to the customer, and engages him consistently at every step of his buying journey, is employed. Determine what the answer to the second question is when you’ve read this write-up.

While the digital revolution has significantly changed the way we research and conduct travel bookings, travelers are continually seeking inspiration via social media, friends and colleagues. Omni-channel being the essence, an integration between physical and digital customer touchpoints leading to capabilities that are market-leading will help travel providers in meeting traveler demands.

e-Commerce as a concept is fairly old and established. It has disrupted the market since its advent with its unique proposition of buying orders online, without having a view or feel of the product before. Skeptics have long been silenced about its ability to change the market and e-Commerce juggernauts like Amazon, eBay, Flipkart etc. are one of the biggest companies today in the geographies they operate.

1979 was the pivotal year for e-Commerce, when a salesperson from Honeywell, UK, in his quest for new options for increasing his revenue target, came up with the very idea of it. World’s first B2C e- Commerce store would be opened in 1984 by Gateshead SIS/Tesco and the first B2B e-Commerce store would be opened, quite surprisingly, in 1981 by Thomson Holidays. Since the inception of internet and the later World Wide Web, e-Commerce has been a case of continued and exponential growth story, disrupting almost all the industries.

In 2015, Professor Klaus Schawb, founder and chairman of world economic forum, introduced the phrase “Fourth Industrial Revolution”. He envisaged that emerging technologies such as artificial intelligence, Robotics, IOT, Blockchain, etc. will be bedrocks of this revolution and will transform every walk of our life. Moving forward 4 years, we can see the impact of these technologies across industries. They provide better customer experience and create superior value for the stakeholders.