Customers have made it clear they have high expectations for brands, and amid the current pandemic those expectations are heightened. Both consumers and companies are confronted with a global disruption that touches on every aspect of their day-to-day lives. Companies that are succeeding are typically those acting with transparency and clear intention, rooted in trust and the human experience, while also reacting in real time with the agility to meet the rapidly-evolving needs of their core consumer. With that in mind, this report was developed using feedback gathered during the pandemic to provide executives across the C-suite with real-time tools that can help guide brands through uncertainty and respond to customer needs as they unfold. This requires pivoting business models to align with evolving needs and fostering the human connection their consumers are craving.