Amazon has changed the game for e-commerce, but Chinese brands are now setting the bar for what seamless customer service online looks like, says e-commerce expert Nicolas Zurstrassen.

Last month, at Luxury Society’s Shanghai Keynote event, Nicolas Zurstrassen – e-commerce expert and former director of Chinese e-giant Baozun – lit up the stage with his insights on best practice e-commerce for luxury brands. Here – he provides some more food for thought on the subject.