Тенденции развития клиентских сервисов в российских цифровых экосистемах

И. В. Перфильев

Authors

I. V. Perfiliev State Marine Technical University of St. Petersburg

Keywords:

customer interaction, digital services, digital ecosystem, airlines, competitiveness

Abstract

The article presents an analysis of digital customer service offerings within Russian companies' ecosystems for B2C clients. A comparative analysis is conducted with leading digital customer service offerings from leading international companies. The comparative analysis focused on the ecosystems of air carriers. The study focused on digital services such as personal accounts, official websites, and mobile apps. The research utilized expert assessments. The results highlight the strengths and weaknesses of Russian companies' digital customer service offerings, as well as potential areas for further development. The compa- rative analysis revealed that in certain areas – mobile services, booking management, and others – Russian ecosystems are ahead of some international competitors. However, in terms of innovative technologies (e.g. AR/VR), they are still in the testing phase and occupy an intermediate position. Systematic development of digital customer service offerings can strengthen the competitiveness of Russian companies and pave the way for the development of a fully functional ecosystem focused on long-term customer retention and expansion.

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Author Biography

I. V. Perfiliev, State Marine Technical University of St. Petersburg

postgraduate Student of the Department of Innovational Economics; SPIN: 9918-3747

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