Commenting on the findings of the e-payment study by global payments platform Adyen, 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 report supports the notion that this trend has not only accelerated, but has also fundamentally changed customer expectations, attitudes and behavior towards digital technologies and contact-less payment systems. Retailers need to consider deploying some form of omni-channel digital strategy to stay relevant and to tap into these shifting consumer behavioral trends and consider leveraging technologies to redesign service processes to meet these new demands.”