1、Getting future-ready and staying ahead:Hong Kong(SAR)editionCustomer Experience Excellence Report2022 edition2Getting future-ready and staying ahead:Hong Kong(SAR)edition 2022 KPMG Advisory(Hong Kong)Limited,a Hong Kong(SAR)limited liability company and a member firm of the KPMG global organisation

2、of independent member firms affiliated with KPMG International Limited,a private English company limited by guarantee.All rights reserved.Printed in Hong Kong(SAR).2Document Classification:KPMG Public/Confidential2Document Classification:KPMG Public 2022 KPMG Advisory(Hong Kong)Limited,a Hong Kong(S

3、AR)limited liability company and a member firm of the KPMG global organisation of independent member firms affiliated with KPMG International Limited,a private English company limited by guarantee.All rights reserved.Printed in Hong Kong(SAR).Table of contents01Executive SummaryForewordSummary insig

4、hts03040502Key Findings Financial ServicesBankingInsurance08091003Key findings Grocery&Non-Grocery RetailGrocery RetailNon-Grocery RetailEntertainment,Leisure&Logistics1112131404Looking ahead1505MethodologyAbout this research171806Lets get in touch19Executive Summary014Getting future-ready and stayi

5、ng ahead:Hong Kong(SAR)edition 2022 KPMG Advisory(Hong Kong)Limited,a Hong Kong(SAR)limited liability company and a member firm of the KPMG global organisation of independent member firms affiliated with KPMG International Limited,a private English company limited by guarantee.All rights reserved.Pr

6、inted in Hong Kong(SAR).What makes a great customer experience?There have been many iterations of this definition since COVID-19 first caused widespread disruption in Hong Kong SAR,China and around the globe.Corporations across all sectors have been reactive,meeting continuously changing customer ex