CapitaLand Investment Limited - Annual Report 2021

Our Stakeholders Our Stakeholders In 2021, CapitaLand recorded about RMB 440 million (S$95 million) of gross merchandise value in China through CapitaStar, more than double the value in 2020. This was supported by over 700 livestream sales sessions. rewards and payment mode. The enhanced capabilities of CapitaStar to drive omnichannel sales were especially important for our retail tenants when their in-store businesses were affected by safe management measures. In 2021, the sales of CapitaVouchers and eCapitaVouchers hit a record high of more than S$102 million, a 15%year-on-year increase. Gross turnover via the CapitaStar app also increased 29% year-on-year, with more than S$1 billion in transactions captured. In addition to leveraging CapitaStar to help retailers embrace digitalisation as part of holistic and sustainable retail strategies, we have established partnerships with industry leaders, to expand our offerings to shoppers, future-proof our business and channel retail spending back into CapitaLand platforms and properties. For example, we launched the IMM virtual mall on Shopee under the Emerging Stronger Taskforce’s Alliance for Action on Facilitating Smart Commerce in Singapore. In China, where we have over 12 million CapitaStar members, we continued to harness the e-commerce potential of CapitaStar to help our retailers drive up business. In 2021, we recorded about RMB 440 million (S$95 million) of gross merchandise value through CapitaStar, more than double the value in 2020. This was supported by over 700 livestream sales sessions conducted on the WeChat mini-programme and online-to-offline coupon selling via CapitaStar’s ecosystem. We also introduced the CapitaStar Super membership for high spenders to encourage shopper loyalty to retailers under CapitaStar. We added more CapitaLand office and business park properties in Singapore to the network of CapitaStar@ Work. This enabled more tenants to enjoy building services such as contactless turnstile access and sign up for tenant engagement activities through the app. We also integrated CapitaStar@Work with the CapitaStar app, allowing for cross-selling opportunities by offering shopping perks at CapitaLand malls to tenants of our office and business park properties. Ascott launched discoverasr.com , unifying its separate brand websites on one single global online travel booking platform. discoverasr.com provides guests with one-stop access to Ascott’s serviced apartments, coliving spaces and hotels across more than 130 cities in over 30 countries. The Discover ASR mobile app was also upgraded, enabling members of Ascott’s loyalty programme Ascott Star Rewards (ASR) to customise their stay and earn more points. In recognition of its operational excellence, Ascott was voted the ‘World’s Leading Serviced Apartment Brand’ by its guests and the industry at the World Travel Awards 2021. Sweeping a total of 28 accolades at the Grand Final and regional World Travel Awards in 2021, Ascott was the biggest winner with the greatest number of awards received amongst serviced apartment players. Ascott launched discoverasr.com and upgraded its Discover ASR mobile app to enhance the digital experience of its guests. Over 3,650 staff and community volunteers put in more than 13,750 volunteer hours, benefitting over 14,750 beneficiaries. Our Communities Caring for the communities where we operate in is part of CapitaLand’s DNA and we are passionate about doing our part for the community. CapitaLand Hope Foundation (CHF), the philanthropic arm of CapitaLand Group, focuses on nurturing and inspiring the young, improving the quality of life of seniors, and protecting the environment for future generations. Leveraging our resources and networks, we rallied our staff, business partners and tenants to join our activities and do good together. In 2021, CHF donated more than S$6 million globally, benefitting over 31,000 beneficiaries. More than 1,650 staff contributed over 16,400 volunteer hours to support community activities such as delivering meals and bread to seniors; distributing face masks, care kits and school essentials; rejuvenating spaces and conducting environmental awareness sessions for children. Through CHF’s #LoveOurSeniors initiative, we worked with various charity and community partners to improve the quality of life of seniors in need by providing them with better nutrition, enhanced well-being and upgraded living conditions. We expandedour community support for environmental causes, reinforcing our sustainability commitment. CHF contributed S$500,000 to a first-of-its-kind green showcase at a next-generation sustainability focused library in Singapore. Conducted by staff volunteers, the CapitaLand Environmental Education Programme instills the importance of protectingour planet among children. ‘CapitaLand #GivingAsOne’ campaign was held for the first time to rally staff, business partners and customers to do good together by uplifting the lives of vulnerable groups and supporting the environment through volunteering and various initiatives. Over 3,650 staff and community volunteers put in more than 13,750 volunteer hours, benefitting over 14,750 beneficiaries. Through the campaign, about S$550,000 was pledged to support children and seniors in need. Staff volunteers supported the greening of Datansha island in Guangzhou, China, by planting trees and grass. CapitaLand Investment Limited 62