Nova Realidade Covid-19 após 1 ano

South America Trends KPMG • People in the center Safe retail focused on employees and customers; Constant training of professionals, with a focus on digitization; Agile methods for project delivery; Processes that make life easier for the customer and make interactions (payment, receipt, exchange, problem solving, etc.) fluid. Intelligent Supply Chain and quick response Optimization of the Supply Chain, greater efficiency and effectiveness made possible by Digital Transformation and Process Automation (RPA); Deliveries where, how and when the customer wants; • Diversity in Contactless Delivery: Curbside pick up, BOPIS and BORIS; Dark Store consolidates itself as a last mile enabler. Confidence Safe retail Physical and Digital; - • ESG Real concern with reputation, brand and sustainability; · • Inclusion and diversity drive the purpose; Conscious Consumption: Circular economy, with popularization of reuse and sharing; Fulfill what was promised. Age of Platforms and New models As a Service Platform; Frequent subscription and replacement; Physical retail supporting digital retail and vice versa; Rent becomes an alternative in some categories; • First exchange with free shipping. • D2C Customer Experience Best experience regardless of the form of contact; Price is very important, especially in a context of unemployment and economic pressure; Analytical tools understanding new consumption habits; The power of influencers online and on TV shows; Dark Stores enabling virtual product demonstrations; Services influencing the experience. Data Power Data paradox - Willing to share their data, "SINCE" they gain something in return and do not have their data exposed; Data as a strategic driver; Use of real-time data from the digital and physical journey, in compliance with LGPD; Prediction as a way to expand business and gain relevance with the consumer. • Cooperation and Collaboration "Together we are stronger", especially during the pandemic, tends to remain in the post; Collaborating with other companies, including competitors, strengthens the segment, the market and the economy; Proximity retail: small retailers, neighborhood stores, gained prominence and tend to remain relevant. Intensity Technological Technological architecture as an enabler of digital retail; Connectivity enabled by 5G; Smart stores; Cyber security for secure digital retail; IOT inserted in the consumption journey. Source: KPMG - NRF 2019, 2020 e 2021 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 | 60

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