Consumers using omnichannel services are likely to continue doing so Proportion of consumers who have increased usage of digitally-enabled services during the COVID-19 outbreak Consumers who have increased or significantly increased usage 54% 54% 47% 44% 44% 43% 42% 40% 37% 36% 36% 35% nt rre u C Contactless In-app Home Curb-side Shopping via Live chat/ Virtual Virtual Phone call Company’s Store locker Virtual payment ordering delivery pickup/Click social media chatbot/ Consultation: Consultation: to company website pick up Consultation: and Collect platforms voice Consumer Personal Personal assistant Electronics Health Styling r te f A 87% 84% 82% 78% 80% 77% 78% 78% 76% 77% 78% 76% Proportion of consumers who expect to sustain increased level of usage nd th Source: Accenture COVID-19 Consumer Pulse Research, conducted 2 -8 June. Excludes those who do not use services. 24