Innovating Through Crisis — Digital Resilience, Entrepreneurship & Customer Trust | DisrupTV Ep. 191

In this pivotal episode, R “Ray” Wang and Vala Afshar host three visionary leaders navigating the COVID crisis with bold leadership:

  • Milan Rao, President at Wipro, on preserving employee safety, enabling remote operations, and accelerating digital transformation.
  • Jim McKelvey, co-founder of Square and author of The Innovation Stack, on why trust, bold moves, and creating new markets matter in times of upheaval.
  • Liz Miller, VP and Principal Analyst at Constellation Research, on the reputation test brands face in crises—where operational consistency defines trust.

Key Takeaways

  • Protect, Pivot, Prosper: Milan Rao outlines a three-step crisis framework—protect employees and customers, rebuild safe operations, and emerge stronger with digital tools.
  • Innovation Over Iteration: Jim McKelvey emphasizes that copying solves old problems; true disruption requires new solutions. Square’s mini-credit-card reader, designed to spark conversation, is a testament to bold innovation over incremental improvement.
  • Trust Is Fragile: Liz Miller warns that brand consistency during crisis builds—or breaks—customer trust: “You can recover profits. Reputation? Not so easy.”

Notable Quotes

  • Milan Rao: "Everything is going to go virtual—the pandemic shattered the digital transformation ceiling."
  • Jim McKelvey: "You can’t be an expert in new—entrepreneurship demands courage beyond experience."
  • Jim McKelvey: "That little card reader? I refused to sacrifice a conversation starter for slightly better specs."
  • Liz Miller: "What happens to your brand when the customer finds out you left the back door open?—Trust isn’t just about revenue; it’s about integrity."

Final Thoughts

Episode 191 offers a masterclass in navigating crisis with courage:

  • Milan Rao shows how rapid digitization—focused on safety and continuity—can become the foundation for transformation.
  • Jim McKelvey champions innovation that defies norms and sparks conversation, proving that new problems require new thinking.
  • Liz Miller reminds leaders that brand strength lies in trust: during adversity, actions speak louder than words, and consistency builds lasting confidence.

Together, they illustrate that in crisis, resilience begins with empathy, audacity, and a steadfast commitment to values.

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