Transforming eCommerce with AI: Unified CRM, PIM & Service Desk | Chiru Bhavansikar

Chiru Bhavansikar, Chief AI Officer at Arhasi, positions Global Retail Conference 2025 around a decisive shift from eCommerce 2.0 fragmentation to eCommerce 3.0 integration built on unified customer experience. He explains how eCommerce 1.0 digitizes core operations such as inventory, product management, and finance, while eCommerce 2.0 multiplies specialized CRM, PIM, service desk, ERP, and reporting systems that trap business rules inside disconnected applications. He argues that agentic AI becomes the new enterprise tier that consolidates business logic, strengthens integrity assurance, and enables rapid context switching across customer, product, and service workflows. He links this architecture to measurable outcomes, including deduplicated customer records, stronger product information, synchronized pricing, accurate omnichannel inventory, and change delivered in weeks through a disciplined three step adoption path.