Page 40 - CRC_One Report 2021_EN

Business Overview and Performance Corporate Governance Financial Statements Enclosure

Furthermore, Central Retail’s network extends beyond its physical store footprint through expanding omnichannel
platforms to cover all its business segments. In addition, our omnichannel sales from our business units were delivered
to provinces where Central Retail does not have a physical retail outlet. Central Retail believes that significant
time, capital investment, and efforts would be required for any new competitor, foreign or domestic, to challenge
the robust, comprehensive, multi-format nationwide retail platform which we have built over the last 70 years.

Throughout history of Central Retail, it has developed its retail banners into leadership positions across multiple
retail categories in Thailand, Vietnam, and Italy.

Leveraging Central Retail’s successful retail experience and ability to adapt to the local market, Central Retail has
also established leadership positions in multiple retail categories in Vietnam. Central Retail also operates Rinascente
Department Store in Italy with stores located in major cities such as Rome, Milan, and Florence.

Customers can access Central Retail’s retail banners from any location through its omnichannel platforms, a retailing
strategy Central Retail has helped to pioneer this platform in Thailand. The strength in omnichannel would not be
possible without our dedication to customer service, which ensures that Central retail’s omnichannel offerings meet
the rapidly changing demands of the customer in this new and evolving retail era. The established store network
also lends authenticity and credibility to online sales channels, assuring customers, for instance, that offerings are
free from the counterfeit products that plague many online shopping or marketplaces. Omnichannel offerings comes
with the same warranties and guarantee of authenticity that in-store offerings provide. Omnichannel initiative seeks
to foster genuine interactions with customers and reinforce the quality and credibility of merchandise and services.
This unique and differentiated retail channel expands Central Retail’s services, while reconfiguring Central Retail’s
store offerings and tailoring the online sector to meet the needs of the customer. Omnichannel offerings are backed
by powerful e-commerce infrastructure and logistics and distribution network for store merchandise, which can
help underpin Central Retail’s “last-mile” delivery options for customers.

2. Focus on Customer-Centric to Drive Continuous Innovation and
Customer Engagement

40 Annual Report 2021 (Form 56-1 One-Report)