Chief innovation officer

Unexpected Delight: Creating What Consumers Don't Yet Know They Want

The ultimate consumer compliment is one simple sentence: “How did you know I wanted that?” Getting this outcome isn’t so simple. Will Papa, Chief Research & Development Officer at The Hershey Company, will talk about how to make this happen through the convergence of consumer knowledge and inspiring ideas. You can’t have one without the other. A successful innovator can bring together the whole picture:deep data and insights; a finger on the pulse; and creative, testable prototypes. Don’t ask consumers what they want, listen to what they say and observe what they do. That’s where deep insights into unmet needs intersect with great ideas and innovation professionals are inspired to create entirely new products that delight consumers and drive growth.

Will Papa
Chief Research & Development Officer
William (Will) Papa is Chief Research and Development Officer for The Hershey Company. In this role, he is responsible for the company’s upstream research, technology, packaging and product development functions. Papa leads a team responsible for developing new product and packaging innovations that are critical to the company’s key strategy of driving growth through innovation. Papa joined Hershey in October 2012. Prior to Hershey, he worked at Procter & Gamble in roles of increasing responsibility in the Engineering and Research & Development departments. His most recent role was Director, Personal Beauty Care Research & Development working predominantly on the Olay Brand. 

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