In 2020, COVID-19 brought the world to a halt. Yet, at the same time, it delivered five years of tech-centric revolution across industries and businesses, including PepsiCo. Necessity drives innovation, propelling consumers and companies towards major inflection points. In 2003, as SARS impacted China, retailers made giant leaps in e-commerce innovation and adoption, and we are seeing the same impact now. Ram Krishnan, PepsiCo’s Global Chief Customer Officer, explores how consumer expectations have changed and why businesses will need to continue taking risks to remain successful.