Nova Realidade Covid-19 após 1 ano

■ Opportunities and Challenges Opportunities: • ESG - Real concern with reputation, brand and sustainability; Technological architecture as an enabler of digital retail; • Cyber security; • Urban logistics, focusing on the "Last Mile" (BOPIS, BORIS, BOPAC) Mini Hubs and Dark Stores, enabling last mile; • Prediction to gain relevance with the consumer; . Training focused on digitization; • Reformulation of loyalty programs; Intensive use of platforms; • Advance in the adoption of digital payments; Physical retail supporting digital retail and vice versa; • Data intelligence, generating customer service customization; • Application, Mobile and WhatsApp enhancing e-commerce; Video, social media and influencer-driven app purchases; • Increased service via chatbots, especially for FAQ; Dark Stores using virtual and augmented reality for better visualization of products; New exchange and return policies - First exchange with free shipping; Adaptation to enable voice research; Shopping Clubs or Subscription Services Frequent subscription and replenishment; • Accelerated advancement of digital payment methods; • Manufacturers increasingly present in digital commerce through D2C (Direct To Consumer); • Age of Platforms - Anyone who is not a platform has joined one. KPMG Source: KPMG - Nova realidade Covid-19 após 1 ano © 2021 KPMG Auditores Independentes Ltda., a Brazilian limited liability company and a member firm of the KPMG global organization of independent member firms affiliated with KPMG International Limited, a private English company limited by guarantee. All rights reserved. BD210890 Página 65

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