1、 Engaging consumers with technology,purpose and trust2022 SurveyRetail RechargedIn association withContentsForewordAbout the studyExecutive SummaryChapter 1:Omnichannel experienceChapter 2:Meeting customer expectationsChapter 3:Identifying with customers valuesChapter 4:Technology to improve user ex

2、perienceChapter 5:Data and trustChapter 6:Logistics and service deliveryChapter 7:Payments and embedded financeKey takeaways About KPMG ChinaAbout GS1 Hong KongAbout HSBCAcknowledgements020304240630123616424648495051 2022 KPMG,a Hong Kong(SAR)partnership and a member firm of the KPMG global organisa

3、tion of independent member firms affiliated with KPMG International Limited,a private English company limited by guarantee.All rights reserved.2022 KPMG,a Hong Kong(SAR)partnership and a member firm of the KPMG global organisation of independent member firms affiliated with KPMG International Limite

4、d,a private English company limited by guarantee.All rights reserved.2022 GS1 Hong Kong is the local chapter of GS1,a not-for-profit,standards organisation.GS1 is a registered trademark of GS1 AISBL.Copyright.The Hongkong and Shanghai Banking Corporation Limited 2022,ALL RIGHTS RESERVED.Damien Wu Di

5、rector of Business Transformation and Innovation at Chinachem GroupBetty Lam General Manager,E-commerce at Dah Chong Hong HoldingsAnne-Laure Descours Chief Sourcing Officer at PumaRyan Lai Managing Director of foodpanda Hong KongPallak Seth Founder,Vice Chairman at PDS LimitedDanny Shum President,TV

6、B E-commerce Business Group and Chief Executive Officer,ZtoreSean Song Chief Financial Officer at MobvistaWill Lam Managing Director at High Fashion GroupTaurus Cheung Cofounder of ShipAnyCrystal Pang Co-founder and Chief Executive Officer at PickuppKeith Wu Chief Executive Officer at Fulum GroupFra