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The chapter tries to trace the development of concept of urban ecosystem as a problem-solving approach for urban problems, including the unwarranted problems caused by climate change. Urban management has increasingly shifted from infrastructure-based to a more regional-based approach. There has been a shift in the domain of urban ecosystem as well, from the established urbanized area to the aggregation of urban and surrounding rural area. Also, urban-rural linkages are given more attention in resource management in urban areas, thereby reducing the overall risk due to climate change. The chapter provides examples and challenges of urban ecosystem management from across the world.

Over the centuries cities have undergone various types of urbanizations, thereby changing the lives of the urban residents. At the same time our earth has undergone a damaging transition called climate change that is threatening the lives of millions of people across the globe. The threat is even more in cities and their adjoining regions, as they have higher concentrations of people, including the most vulnerable urban poor. Moreover, the cities and their administration are either oblivious to the emergence of such threats or have taken inadequate measures to counter the effects of the change. Besides, the focus has been predominantly on urban areas rather than urban systems.

Over the last decade, customer experience management has gradually emerged as the most important activity for organisations. Organisations have turned towards leveraging the ubiquitous and easy-to-use technology in enhancing and enabling experience for the time-crunched customers of today who are looking for greater convenience and choices. It is therefore not surprising that disruptive technologies such as smartphones, virtual and augmented reality, cloud computing, big data analytics, Internet of things, artificial intelligence and robotics have also found their way into the design of customer experience. This chapter aims to present an overview of the technologies that have transformed the customer experience landscape. This chapter contributes by showcasing two illustrative cases from very diverse domains, a private sector bank and a public sector transportation organisation, to elucidate how India, a rapidly developing economy, is embracing technology to enhance the customer experience.