E-Commerce & Sustainability Symposium | Singapore | November 2014 1

Bonn, 12 December 2012

E-Commerce & Sustainability Symposium, Singapore, November 2014

DHL eCommerce Asia Pacific The eCommerce experience beyond placing an order

E-Commerce & Sustainability Symposium | Singapore | November 2014 2

• We do business in more than 220

countries and territories

• We employ about 480,000 employees

worldwide, making us one of the top 10

largest employers in the world

• We manage more than 1 million

customer contacts per hour

• In 2013, DHL generated revenues of

more than 55 billion Euros

DHL is the world’s largest logistics company, with global reach and a broad range of products

E-Commerce & Sustainability Symposium | Singapore | November 2014 3

Grow.

… to achieve sustainable

above-market growth.

We expand in new

segments …

1

2

3

Leader in eCommerce

related logistics

Accelerate footprint

shift towards

emerging markets

Tap new market

opportunities for

organic expansion

Connect.

… to achieve quality leader-

ship & service excellence.

We connect across the

organization …

1

2

3

One global team

Certified specialists for

everything we do

Connected approach in

operations, commercial,

green solutions and

shared services

… to achieve industry-

leading margins.

1

2

3

Logistics as our core

Committed to the needs

of our stakeholders &

our planet

A family of divisions

Focus.

We focus on what has made

us successful …

DHL recently launched a new strategy focusing on eCommerce in emerging markets

E-Commerce & Sustainability Symposium | Singapore | November 2014 4

Four strong business units to address every business requirement in the logistics industry

Provides logistical

solutions for the

eCommerce industry

Focuses on time

definite transportation

requirements

Specializes in

development and

delivery of end to end

supply chain solutions

Provides customers

forwarding, brokerage

services across Air and

Ocean mode.

VN

ID

TH

MY

PH

SG

RU

AU

JP KR

IN

CN

NZ

DHL Express DHL eCommerce

DHL Supply Chain DHL Global Forwarding

Asia Pacific presence

MO

PK

BD PNG

SL

E-Commerce & Sustainability Symposium | Singapore | November 2014 5

Asia Pacific will be the world’s growth engine with a vast population and a booming eCommerce market

Population

CAGR (2012-2020) Comments

Source: Euromonitor, UBS: Asian eCommerce study, 13 June 2014, McKinsey New Market Entry Project

GDP PPP per

head

Consumer

spend as of

GDP

eCommerce

share of total

retail

eCommerce

market

+ 1%

+ 5%

+ 6%

+ 10%

+ 22%

• By 2020 ~2/3 of the

world’s population will

live in APAC

• GDP per head shows

strong growth rates

from a relatively low

base

• Substitution from

offline to online retail

can be observed

across all markets

• Overall eCommerce

industry is growing

strongly

E-Commerce & Sustainability Symposium | Singapore | November 2014 7 7

Across Asia Pacific the ratio of parcels per captia is expected to grow strongly going forward

2014

Parcels per capita

2020

Parcels per capita Growth drivers

Further

development of

recipient services

Cross-border orders

of products, which

are not available

locally

New goods and

product categories, e.g.

groceries and furniture

Source: Euromonitor, McKinsey New Market Entry Project

SEA 0,2

IN 0,3

NZ 1,5

CN 1,9

AU 2,2

JP 3,2

HK 3,4

KR 4,3

TW 6,6

SEA 0,6

IN 0,5

NZ 1,5 1,0

CN 1,9 4,4

AU 2,2 3,1

JP 3,2 1,8

HK 3,4 1,9

KR 4,3 2,7

TW 6,6 4,3

E-Commerce & Sustainability Symposium | Singapore | November 2014 8

Consumer convenience is gradually increasing as more first and last mile options become available

Consumer Convenience

Please pick up your parcel at the local post branch. Opening hours: Mo – Fri 9am – 12pm 2pm - 4pm Sat 9am - 12pm

Yesterday

Parcel Locker

Post Office Pick-Up /

Service Points

Express

Doorstep Delivery

Today

Same Day

Delivery

Click and

Collect

Parcel Locker

Express/Time

Window Delivery

Post Office Pick-

Up/Service Points

Dynamic Routing

Doorstep

Delivery

Express

Tomorrow

Drones

B

E-Commerce & Sustainability Symposium | Singapore | November 2014 9

Parcel lockers

Standard greeting,

appearance & attitude

management, “Delivery

by DHL”

Service point network

Receiving a parcel needs to feel very different for consumers going forward

Email/SMS, package

divergence, alerts /

confirmations,

NPS survey

Dense network of

alternative delivery

points close

to customer

Selective parcel

locker options in high

traffic locations

Interactive Delivery Doorstep performance

Standard greeting,

Appearance, Attitude &

Attentiveness

B

E-Commerce & Sustainability Symposium | Singapore | November 2014 10

Thank You for

Your Attention