E267: 🎓Mentoring Moments #49 | AI & COMMERCE, THE FUTURE OF HEADLESS/COMPOSABLE COMMERCE, ECOMMERCE COMPLEXITY, OPS & BUILDING CONSUMER TRUST - JASON ON 'TALKING SHOP' WITH KIBO COMMERCE
The Future of eCommerce: Insights from Jason Greenwood
eCommerce has revolutionized the way we shop, offering convenience and a vast selection at our fingertips. With over two decades of experience in the industry, Jason Greenwood shares his unique perspective on the current state and future trends of eCommerce, providing valuable insights into how businesses can adapt and thrive in this dynamic landscape.
Understanding the eCommerce Landscape
Jason's journey in eCommerce began in the late '90s, witnessing the industry's evolution from its infancy to the booming market it is today. His experience spans various roles, including working at agencies, running his own eCommerce business, and managing digital strategies for some of the largest brands in the Australia and New Zealand region.
Operational and Technical Consulting
Unlike traditional eCommerce consultants focused on marketing, Jason specializes in helping businesses tackle operational and technical challenges. His consultancy covers the entire eCommerce stack, from front-end user experience to back-end systems integration, including ERP, CRM, CDP, PIM, POS, WMS, OMS, and IMS components. This comprehensive approach ensures that businesses can optimize their operations for better efficiency and customer satisfaction.
The Buzz Around AI in eCommerce
Artificial Intelligence (AI) is a hot topic in the technology sector, with many companies incorporating AI into their offerings. Jason discusses how AI is shaping the industry and advises merchants not to panic. Most existing technology vendors are integrating AI into their services, which means that the majority of merchants will access AI through these providers. AI is transforming various aspects of eCommerce, especially content production, by automating tasks that would otherwise be time-consuming for humans.
Composable Commerce Explained
Composable commerce is a term used to describe selecting best-of-breed solutions for specific business functions and integrating them to create an efficient system. Jason believes that commerce has always been composable, with businesses historically relying on multiple technologies to operate effectively. He emphasizes the importance of integrating these systems to provide seamless experiences for customers across all channels.
Personalized Customer Experiences
Jason forecasts that by early 2024, chatbots will become more prevalent in customer service, with AI playing a significant role. These bots will be able to tap into extensive knowledge bases and respond to customers in a more human-like manner, improving the overall customer experience.
eCommerce Platform Evolution
For eCommerce technology vendors, the challenge will be adapting to new computing platforms such as virtual reality (VR). As the industry moves beyond the 2D screen paradigm, vendors will need to retool their offerings to accommodate fully immersive 3D environments that will reshape the online shopping experience.
Conclusion
In conclusion, Jason Greenwood's insights highlight the need for businesses to stay agile and embrace new technologies like AI and VR to remain competitive in the eCommerce space. By focusing on integrating various systems to create a cohesive operational strategy and preparing for the shift towards more interactive shopping experiences, businesses can ensure they are well-positioned to succeed in the future of eCommerce.
To learn more, check out the related THE ECOMMERCE EDGE Podcast episode below: