The China Debrief by PSFK highlights the lessons to be learned from China’s leading retail and customer experience innovators — Alibaba, JD and Tencent. This report is a part of our ongoing series of thought leadership, inspiring members of our business intelligence services through retail innovation and customer experience. Download the full report: psfk.com/the_china_debrief

1. THE
CHINA
DEBRIEF
PSFK
Lessons From The
World’s Retail
Innovation Lab
OVERVIEW
#21

2. Access the full report at: psfk.com/the-China-debrief
Become A Member To Get The Full Report!
In recent years, China has become a laboratory of retail innovation,
implementing changes quickly and on a large scale. Brands and
retailers in China are presenting a dynamic, hybrid vision of retail that
implements the best aspects of both, supported by a highly
sophisticated logistics infrastructure that makes the shopping
experience truly seamless. PSFK’s The China Debrief examines three
major players — Alibaba, JD and Tencent — highlighting their key
innovations along the purchase path, in order to provide insight into
the near-term future for CX innovations across the globe.
The 80+ page report includes:
• Key insights on Chinese consumers’ expectations for retail and how they can
help brands and retailers understand global consumers’ future demands
• Key pillars of the current Chinese retail landscape and how they can offer
insight into the global future of retail
• In-depth analyses of 3 of China’s major players comparing their key
innovations along the purchase path, supported by more than 50 exemplary
case studies
• Initiatives that all brands and retailers can implement to drive ‘new retail’ now

3. Why The Chinese Consumer Of Today Is Your
Consumer Of Tomorrow
1. They Are Quick To Embrace Innovation And Therefore Have Elevated
Expectations
2. They Are Truly Mobile First When It Comes To Shopping
3. They Already Live In A Wallet-Free World
4. Shopping As Entertainment Is Seamlessly Woven Into Everyday Life
5.

4. 1. The Big Marketplaces Serve As Complete Shopping Ecosystems
2. The Distinction Between Online And Offline Shopping No Longer Exists
3. ‘New Retail’ Is Enabled By A Fully Integrated Supply Chain And
Automated Logistics
4. Retailers Have An Enormous Amount Of Data To Learn From
How Retail In China Today Reflects
The Future Retail Landscape

5. China’s 3 Leading Retail And CX Innovators
Company
Structure:
Vision:
Key
Strengths:
Alibaba JD Tencent
Platform for third-party
sellers, with no
inventory of its own
New Retail: seamlessly
integrating online and
offline commerce,
incorporating the best
aspects of both
Integrated, scalable
ecosystem of online &
offline technology and
platforms
Direct retailer with its
own inventory and
warehouses
Borderless Retail: aligning
with other players, such as
Tencent, Walmart and
Baidu, in a bid to compete
against Alibaba and
Amazon on a global scale
Sophisticated logistics
and end-to-end
supply chain
management
Technology
infrastructure
provider
Smart Retail: Upgrading
the customer experience
through tech upgrades
and empowering more
sophisticated data
collection and analysis
Direct brand
engagement channels
and seamless mobile
payments (WeChat)

6. 8 Initiatives To Drive New Retail Now
1. Construct Your Own Ecosystem
2. Expand Capabilities Through Strategic Partnerships
3. Think ‘One Channel,’ Not Omnichannel
4. Surprise And Delight Every Day With Connected Digital In-Store Experiences

7. PSFK
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CUSTOMER AT EVERY
PSFK:
RETAIL & CX INNOVATION
Business Intelligence
PSFK provides its members at
brands and agencies:
• Access to a trends report
library with 150+ titles
• On-Demand Research
• Daily & Industry Newsletters
• Monthly Webinars
• Immersive Events & Training
For more information:
jeff.weiner@psfk.com
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8. THE
CHINA
DEBRIEF
PSFK
Lessons From The
World’s Retail
Innovation Lab
OVERVIEW
#21