Changes made rapidly in response to COVID-19 turned conventions on their heads and could prove to be gamechangers. Retail is now the most trusted category in Australia, with Woolworths, Bunnings and CBA strong performers in Roy Morgan’s April Risk Report, thanks to their community-minded actions and indispensable role in everyday life.

For those in a position to capitalise on the opportunity, now is the time to press for competitive advantage by driving change, not just reacting to it. What can we learn from the winners in the trust stakes and which experience principles should be applied going forward to continue to provide value for customers and stakeholders?

Moensie Rossier shares her thoughts on Inside Retail.