Commenting on the 2020 Agility Report on what people expect from shopping and dining experiences today, Chen Yongchang, Head of Research and Consulting at the SMU Institute of Service Excellence (ISE) said, “Prior to the pandemic, we were already observing a steady increase in the proportion of consumers shopping online. The Agility Retail report by Adyen supports the notion that this trend has not only accelerated but has also fundamentally changed customer expectations, attitudes and behaviour towards digital technologies and contactless payment systems. Retailers need to consider deploying some form of omni-channel digital strategy to stay relevant and to tap into these shifting consumer behaviours and consider leveraging technologies to redesign service processes to meet these new demands.”