bluuebunny/crossref_metadata_2025 huggingface dataset:
Destination digital? Using AI to enhance the customer experience
Authors: Causon Jo
Published: July 2024

Organisations are looking to harness artificial intelligence (AI) to deliver a more efficient, automated and cost-effective customer experience. The COVID-19 pandemic, Brexit and a critical shortage of key skills are accelerating and broadening the use of digital channels, automation and AI as businesses look to adjust to the shifting landscape. This paper draws on two pieces of research by The Institute of Customer Service and considers the impact that future working practices, evolving customer behaviour and rapid developments in AI will have on service. It seeks to provide a window on the differing perspectives of senior executives, managers, employees and customers to highlight the service-related opportunities AI presents and the key issues to consider. The research suggests that AI has enormous potential to improve the customer experience and streamline many interactions. AI can be deployed to both replace and augment human service professionals, but there are some complex areas to navigate. Trust and transparency are crucial — and there is a big gap between the ways customers say they are comfortable with AI being deployed and the way organisations currently use it or plan to use it in the future.
ADDRR: A counter kill chain cyber security model
Authors: Henneberg Alex
Published: July 2024

In his book Black Box Thinking, Matthew Syed compares the open approach the aviation industry takes in learning from disasters with the response often taken by the medical profession — the latter more reluctant to investigate incidents and share findings. The ADDRR model introduced in this paper advocates taking aviation’s ‘black box’ approach by having the tenacity to investigate the cause of breaches, learn from mistakes and share lessons learned. This will help all organisations improve their security posture. The ever-changing cyber threat environment also means that current models that guide defence strategies and tactics (for example Lockheed Martin’s Cyber Kill Chain Model and frameworks such as NIST) cannot remain static. The ADDRR model’s contribution to evolving cyber security thinking can be summarised in five key messages: 1) invest in a beefed-up ‘assess’ function that is thirsty for understanding and intelligence sharing; 2) incorporate a new ‘redesign’ objective that demands business and technology teams work together to create more secure products, processes and services that earn trust and generate sustainable growth; 3) consider the maturity and effectiveness of your investments in the five layers of the ADDRR model (assess, defend, detect, respond, redesign) and in protecting against five threat vectors (internal, external, third parties, compliance, IoT/OT devices); 4) mature your SOC capability into a ‘cyber nerve centre’ (incorporating automation and AI) that proactively manages the security of IT, facilities and business operations and provides the Board with a 360-degree view of its business resilience and cyber risk posture; and 5) evaluate the value to the business from investment in security and translate the greater resilience and lower risk/cost of a breach into Goodwill and shareholder value. The final message is a positive one. By introducing a redesign function, the model harnesses the creativity of the human resources of an organisation and gives employees, partners and customers the opportunity to work together to generate new services and stronger, more resilient businesses and ecosystems.
How India can develop its payments fraud prevention model: A study of emerging best practices
Authors: Gupta Nakul , Jhamb Dharmender
Published: July 2024

This paper describes the policy interventions undertaken to control and prevent the rampant fraud that continues to threaten the viability of the digital banking ecosystem in India. In its varied forms, fraud constitutes the primary source of resistance to the transition from cash-based channels to cashless transactions and the benefits associated with such transactions. While presenting a policy overview of fraud prevention tools, this paper analyses the trends in fraud vis-à-vis digital transactions and synthesises global best practices used to rank emerging markets. By providing insight into fraud mechanisms, and then addressing loopholes through relevant policy interventions, the paper develops an evolutionary history of fraud and preventive tools to control its various forms. The paper focuses on the need to prioritise interventions, defining those interventions, and analysing their efficacy and potential for change.
Impact of the presence of bats on the development and maintenance of property
Authors: Mclean Simon
Published: July 2024

This paper focuses upon the impact of having bats in buildings that are occupied, in need of repair, or proposed for development. The nature of bats is established, and why, due to declining numbers, they are protected by UK statute. The directives and penal nature of that statute, and the availability of associated government guidance documents, are outlined. The presence of target buildings favoured by roosting bats is established, along with a need to pre-emptively survey such buildings pre-planning application. Essential practice when surveying or working in a building that contains roosting bats is outlined, as well as the procedure required prior to undertaking any works that might have an impact upon a bat roost. The principles of bat and habitat licensing are explored, as are the requirements for compensating for, or mitigating any changes or losses to habitat. Final reference is made to guidance publications that assist the property owner to develop their building legally.
US: A brief review of The Interagency Statement on Sound Practices Concerning Elevated Risk Complex Structured Finance Activities
Authors: Cohn Josh , Artmann Christian , Ruvinsky Alisa
Published: July 2024

A jointly-developed statement to be put in effect by US securities and banking regulators provides for a heightened level of review for complex structured finance transactions (CSFTs). This statement creates a principles-based approach to development by regulated entities of policies and procedures implementing a heightened level of review of prospective CSFTs. It is not anticipated that US branches or agencies of foreign banks will be necessarily expected to develop separate US-oriented policies applicable to CSFTs.This paper was submitted prior to the recent volatility that has appeared in some segments of the structured markets. It will be interesting to see how, if at all, recent circumstances affect implementation of the statement.
Effective response strategy to a hospital cluster of the B.1.617.2 delta variant of concern during the COVID-19 pandemic
Authors: Soh Eugene Fidelis , Lee Deborah , Wong Chia Siong , Liew Stephenie Grace , Chua Pei Xuan , Phua Edwin , Tan Glorijoy Shi En , Lim Wei-Yen , Ang Brenda , Vasoo Shawn , Rahman Habeebul , Chow Angela , Chan Mark , Hoi Shu Yin , Lim Jamie Mervyn , Tang Kong Choong , Chin Jing Jih
Published: July 2024

In Singapore a hospital cluster of COVID-19 occurred owing to the highly transmissible SARS-CoV-2 B.1.617.2 variant. To contain the outbreak, a three-pronged response strategy of containment, segregation and reset was adopted. These strategies resulted in the successful control of the cluster within a month. The cluster was followed by a review process, which yielded two important insights. The first was to strengthen lines of defence by early identification of COVID-19 cases through the principles of test, monitor and protect. The second was to develop an enhanced preparedness protocol, categorised into contingency, communications and care (3Cs), that could be readily activated should another hospital cluster of COVID-19 occur.
Conversational marketing: Creating compelling customer connections
Authors: Sotolongo Nicholas , Copulsky Jonathan
Published: July 2024

Conversational interfaces allow people to direct devices and programs through natural dialogue. Chatbots (which integrate with messaging apps like Facebook Messenger) and virtual assistants (including Apple’s Siri and Amazon’s Alexa) are examples of conversational interfaces that have emerged in recent years. As adoption of conversational interfaces increases, so will opportunities for marketers to utilise them to better meet consumer needs. This paper highlights the trends driving the rise of conversational interfaces, identifies the types of conversational ‘jobs to be done’ for customers in the context of the marketing funnel, and discusses the implications of conversational data for marketers.
Lessons learned from the Philippine government’s response to Typhoon Haiyan
Authors: Alcantara Patrick
Published: July 2024

Typhoon Haiyan was the strongest tropical cyclone to have ever hit land and provides an opportunity to analyse the application of emergency management principles in disaster response. In this case study, the author seeks to objectively assess the Philippine government’s response before, during and after Typhoon Haiyan according to these principles. The study refers to the Philippine legislative and institutional framework as well as the government’s overall response in relation to these principles. This study hopes to provide a resource for emergency management professionals, especially in the public administration and defence sector, in dealing with similar disasters and adopting potentially life-saving interventions.
Building the ‘Morocco’ brand as a tourist destination: The role of emigrants and institutional websites
Authors: El Aouni Fatimazohra , Cascón-Pereira Rosalía , Hernández-Lara Ana B.
Published: July 2024

The concept of branding is experiencing an evolutionary process that is leading to its use outside a purely business context. In particular, this concept is now being applied at a regional level through the emergence of place branding and destination branding. Effective management of tourist destination brands may have a bearing on the image and on the regeneration process of a particular area, attracting visitors and investment, which ultimately translate to greater economic wealth for the region. All these arguments justify the importance of the proper management and use of destination branding, although this is a complex task. The main objective of this exploratory work is twofold. On the one hand, it aims to determine the key aspects of the role played by Moroccan emigrants living in Spain in the construction of their country of origin’s brand; and on the other hand, it aims to reflect their perspective on the Moroccan Government’s brand management through the use of websites. The findings of this study sum up the most relevant factors of Moroccan emigrants’ identity that influence their country’s brand and raise doubts about the effectiveness of institutional websites to construct a proper brand for Morocco.
Best practice on automated passenger flow measurement solutions
Authors: Mayer Catherine , Felkel Rolf , Peterson Kevin
Published: July 2024

The authors introduce a best practice paper recently published by the ACI World Airport IT Standing Committee on Automated Passenger Flow Measurement Solutions. The paper shows how this supplier-independent best practice paper is structured and what benefit it can provide to those who want to implement and use such solutions in terminal buildings. Therefore, some general characteristics of the solutions are given, as well as the typical influencing factors from technology, terminal layout and passenger behaviour. The paper is available on the ACI World website at www.aci.aero.
Engaging universities in ‘Pride in Place’ and levelling up
Authors: Riley Bec , Mcnulty Des , Green Anne
Published: July 2024

This paper presents a perspective on delivery of ‘Pride in Place’ based on a multidisciplinary researcher/policy/practitioner forum discussion. Injecting dynamism and breaking the cycle of spatial inequality are core aims of the Levelling Up White Paper. A mission is ‘to restore a sense of community, local pride and belonging, especially in those places where they have been lost’. But how will this be delivered and measured? Much more policy thinking is needed to connect the mechanisms identified as drivers — the UK Shared Prosperity Fund (UKSPF) spending, local leadership and civic institutions — into a joined-up strategy. This paper focuses on issues that need to be addressed: what we mean by pride in place, how to engage with felt experience, how to build pride in place at local and regional level, and what role, if any, universities might play.
Europe gets ready for T + 2
Authors: Freeman Tony
Published: July 2024

In April 2014, the European Parliament approved the proposal for a Central Securities Depository Regulation (CSD-R), aimed at improving settlement efficiency across Europe. The proposal will become law once it has been written into the Official Journal in September 2014 and, in the meantime, the European Securities Market Association (ESMA) has started work on level II technical detail. The effect of the new rules on trade settlement will be significant, as significant as the Markets in Financial Instruments Directive (MiFID) II’s impact on trading and the European Market Infrastructure Regulation’s (EMIR’s) on clearing. The harmonisation of settlement cycles across European Union member states to T+2 is a key measure of the CSD-R. The industry, policy makers and politicians have largely supported this rule change, to the extent that a growing number of European markets have agreed to move to T+2 by 6th October, 2014, ahead of the proposed regulatory deadline which is currently mooted as 1st January, 2015, although likely to be delayed due to regulatory processes. Investment managers, sell-side institutions and custodians now need to ensure they are ready to adhere to the harmonised settlement regimes.
The markets in crypto assets regulation: What should firms be doing now?
Authors: Ross James , Swan Giles
Published: July 2024

The Markets in Crypto Assets Regulation (MiCA) aims1 to create a harmonised regulatory framework for crypto assets in the EU. MiCA will provide legal clarity and certainty for developing and using crypto assets and distributive ledger technology in financial services while ensuring high consumer and investor protection and market integrity. MiCA will establish a harmonised pan-EU regime for crypto assets, bringing unregulated crypto assets outside the regulatory perimeter into scope.
Living in a multiple blockchain world
Authors: Hsu Karen
Published: July 2024

This paper explores the technical and social reasons why multiple blockchains have emerged. It describes payments use cases for multiple blockchains, and it discusses how blockchains are being evaluated and trade-offs that need to be made when choosing one blockchain over another for a given use case. While blockchain regulation develops, the evolution of cryptocurrencies provides insight into how people and organisations will work with multiple blockchains in future. The paper examines the gaps in blockchains today and the ways to address interoperability and other challenges. As blockchains continue to evolve, blockchain development plans and future blockchains address privacy and scalability concerns. These technical gains need to continue to be complemented by industry collaboration and standards development.
Incorporating more economics into urban planning
Authors: Schwartz Hugh
Published: July 2024

This paper deals with the divorce between the studies on urban planning prepared by economists, which attempt to explain existing urban patterns and indicate optimal solutions, and those of non-economists, which deal with political, sociological and cultural objectives, but often fail to consider how to meet those objectives most efficiently. After considering the results in three cities noted for success in urban regeneration, the paper offers guidelines for incorporating economics into urban and regional planning, drawing, to an extent, on behavioural economics. Five leading goals of urban regeneration are considered, namely: (1) improvement of the general liveability of a community, involving an increase in economic growth, though with several constraints or conditions; (2) transport and infrastructure improvement; (3) elimination of the worst signs of poverty in the community at large; (4) elimination of localised urban blight; and (5) subsidised construction of major sports arenas. The trade-offs between economic and non-economic factors are emphasised, along with the side or secondary effects that accompany all measures.
From 'chains' to partnerships? Supermarkets and regeneration
Authors: Potts Gareth
Published: July 2024

The paper attempts to look at how supermarkets, a key sector of the economy, are affecting urban regeneration — specifically, local economies, local communities and local environments. Each section begins with a look at alleged dis-benefits and then goes on to focus upon possible benefits. The final stage asks how all that has been discussed can be taken forward in terms of a strategy for policy makers and civil society. Ultimately, local areas will have to decide, based upon local circumstances, what balance to aim for between independents and chains but, as the final section shows, there may also be the possibility for a hybrid solution in some areas — stores that are community owned but supermarket supplied and quality controlled. This hybrid is the 'partnership' referred to in the title, although other (less radical) ways in which supermarkets are partnering with various local agencies and communities are touched upon in several places. The paper concludes with suggestions for maintaining a genuine dialogue between supermarkets and their critics and providing regenerators with a clear view of how to ensure that retail plays a full part in area-based economic, social and physical regeneration.
Mobile wallet payments in the time of COVID-19: The Indian experience
Authors: Kumar Rishi , Ratra Vastav , Mandava Shravanth
Published: July 2024

This paper uses an interrupted time-series approach to study the demand for mobile wallet payments in India following the imposition of social distancing measures to contain the spread of COVID-19. The study finds that although the value and volume of mobile wallet payments initially dipped once the restrictions were in place, the rate of increase in both value and volume sub-sequently rose above pre-pandemic levels. Various factors are likely to have influenced this trend, including inter alia convenience and society’s new-found aversion to transacting in cash. This paper argues that to continue to benefit from the work carried out by banks and FinTechs to simplify the process of sending and receiving payments, and encourage the sustained use of mobile wallets, policymakers need to provide the right incentives, infrastructure, regulation and strategies.
Dealing with residual contamination under 'clean to use': US insights on national practices and potential roles for local communities
Authors: Meyer Peter B.
Published: July 2024

Local communities with derelict and contaminated sites cannot avoid a conflict between their economic development and environmental protection objectives, since stronger mitigation standards can raise site preparation costs and thus can slow redevelopment. This paper considers the limited capacity of community-based organisations to address those trade-offs and compares different strategies for greater community control and protection in reclamation and redevelopment of such sites. The context for the community decisions in many instances is one in which a choice must be made between more thorough clean-up of past environmental problems in the course of the redevelopment effort or a lower level of remediation, reliant on land use and/or engineering controls to protect the environment and human health. What is omitted from most discussions is the inevitability of failure of those controls over time. Four alternative approaches are considered for exercise of community control: (1) leaseholds by new occupants/owners; (2) community 'shares' in development and gains; (3) social housing trusts as owner-operators of community-owned lands; and (4) transfer of 'risk ownership' to give a community the resources to remediate after failures. The study finds that only the first three approaches can make cost-effective contributions to successful regeneration, while the fourth is inevitably cost-inefficient.
Adding value to your organisation through operational risk management
Authors: Breden David
Published: July 2024

The paper describes the place of operational risk management in the firm and seeks to define a structure that adds value by placing risk management considerations at the heart of the decision-making process. It describes how the operational risk management framework can be used to prepare the firm for unexpected extreme events, therefore enhancing the possibility of survival.
Wheels, hubs and spokes: Incorporating a scorecard into a business continuity programme
Authors: Stourac Tracy
Published: July 2024

A scorecard can provide much more than periodic measurements; it can actually serve as the ‘hub’ of a programme. By taking a strategic look at what one is trying to accomplish, using consistent messaging, following a flexible but defined process and creating an actionable report for the senior leadership, a programme can be built that not only gets attention but is also efficient and effective. The scorecard establishes accountability and consistency while creating a brand for a business continuity programme.
Blackface sweaters and pizza with chopsticks: Problem cases and strategies for converting cultural appropriation into cultural appreciation in the fashion industry
Authors: Jones Domenique , Childs Michelle
Published: July 2024

The fashion industry has been criticised for its practices of cultural appropriation and disregard for the cultures of Black, indigenous and other people of colour. In an age of instant criticism promulgated through social media, viral condemnation is becoming increasingly powerful. As Western cultures focus on the importance of cultural appreciation, including issues centred on equity, diversity and inclusion, it is vitally important to address marginalised groups correctly. This paper therefore proposes a shift toward respectful cultural appreciation, paying homage and giving credit to original cultures. Based on a review of popular culture and academic literature, the paper highlights issues relating to cultural appreciation in fashion and presents opportunities for fashion brands and marketers to do better through education, awareness, diversity initiatives and acting against cultural appropriation. The study also discusses specific examples of cultural appropriation (ie taking pieces of another culture and portraying them as one’s own) and cultural appreciation (ie respectfully paying tribute to and highlighting the beauty of another culture through marketing and fashion). These examples have practical application for businesses seeking to avoid potential consumer backlash and become leaders in the fashion industry.
Choosing a WealthTech ecosystem: Where decisions are not simple
Authors: Kwok Nicholas
Published: July 2024

With the ongoing democratisation of investment and wealth services, there is a proliferation of wealth management technology (WealthTech) platforms that are providing professionals like financial advisers with advanced tooling, regular individuals like self-directed retail investors with approachable systems or both. It is difficult enough to try and pick the right platform or platforms to use regardless of what kind of investor you are, let alone deciding on what combination of them works best for you or your firm. The interoperability and strategic relationships of the WealthTech platforms are equally important when deciding whom to commit to — the ecosystem. As such, a WealthTech ecosystem is the complex network that connects a broad range of applications, services and partners — from enabling financial advisers to empowering self-directed investors and streamlining front-to-back operations to network connecting marketplaces. Both professionals and individual investors leverage a litany of platforms and service providers to manage their clients’ or their own wealth. This paper — leveraging content from a recent report from CB Insights (https://www.cbinsights.com/research/wealth-tech-financialservices- incumbents-partnerships/) — provides an overview of why it is important to look beyond the individual capabilities provided by a WealthTech platform and at the broader ecosystem that you will be participating in. This ultimately begins with an introspection of your own platform, capabilities and tools to determine how best to proceed.
A new paradigm in payments: The strengths of networks
Authors: Milkau Udo
Published: July 2024

With the migration to the Single Euro Payments Area (SEPA), there is also a shift of paradigm in the business model. From the perspective of Stabell’s and Fjeldstad’s concept of ‘Chains, Shops, and Networks’, the payments business is described in this paper as a Network with different rules of value creation compared with value chains. This concept enables a comparison of the retail payments business with internet-based platforms, which are sometimes seen as future challengers for banks or payments providers, on the one hand, and with two-sided market models, on the other hand. As the generic mechanisms of Networks and Platforms are different, payments Networks should be able to preserve their unique position, benefit from the increase in retail payments transaction independent of the means of payments and leverage the use of open standards for their benefit.
The age of experience: Harnessing the power of emerging technologies to take narratives in new directions
Authors: Bucher John
Published: July 2024

This paper analyses the current state of immersive storytelling, exploring how several disciplines are being used to create branded immersive experiences. A background on the mythology of brands is presented, followed by a brief analysis of virtual reality, augmented reality, immersive theater, escape rooms, theme parks and micro-theme parks, and finally location-based experiences. A concluding theory about the motivation behind the popularity and relevance of the discussed techniques is posited.
New OTC derivatives regulation and the future of the derivatives industry
Authors: De Meijer Carlo R. W. , Wilson John
Published: July 2024

The Over-the-Counter (OTC) derivatives market is entering an uncertain future with regulators on both sides of the Atlantic developing new regulations to reform this market in response to the direction from the G20 Summit in Pittsburgh in 2009.New regulation of the OTC derivatives markets in the USA has now become law: after President Obama put his signature on the ‘Dodd-Frank Wall Street Reform and Consumer Protection Act’ (the Act) that runs to over 2,000 pages. Meanwhile, the European Commission has published its new regulation on OTC derivatives, central counterparties and trade repositories, with likely changes to come on existing legislation to cover other aspects of the market including derivatives trading, capital requirements etc.Proponents applaud these new measures and rules as they will improve the robustness and efficiency of this market. It will create transparency and much needed confidence in these markets. Others, however, question the long-term future of the OTC derivatives markets. They worry that the coming measures could actually exacerbate risk and will substantially increase costs, most notably to end-users of OTC derivatives, including pension funds, with direct consequences for pensioners.Banks and other derivatives market participants are now considering how their business will be affected by the new derivatives rules. This paper will describe the regulations proposed so far in the USA and EU. It endeavours to assess how they will most likely impact the derivatives industry and its markets in general, and the various parties involved in particular.
The challenges of attracting investment back to the High Street
Authors: Teale Mark
Published: July 2024

At the time of writing, the UK remains mired in the longest running economic downturn of modern times. The recessionary shakeout that has ensued has left many high streets (and secondary shopping centres) pockmarked with vacancies. Not all the vacancies are due to economic conditions though. Some of the high street attrition is due to structural change, in particular the continuing retrenchment of chain retailing into larger markets; some is due to the vagaries of high street multi-ownership (a lack of dedicated management control is a common cause of high street decline), and more than a little is due to shopping-unfriendly regulatory controls of one type or another. The long-run failure to invest in adequate parking to serve UK high street shopping, in particular, renders much traditional town centre retail stock hopelessly uncompetitive. Whatever happens on the economic front, the retail investment prospects of high streets will continue to turn, as they have always done, on their commercial effectiveness as shopping vehicles. Investors, of necessity, focus on investment returns not on ‘saving the high street’. High streets that have the potential to deliver competitive returns will continue to attract investment; those that do not — and there are many of them — will not. The high street ‘problem’ in this respect is — and always has been — a productivity issue. As new, more productive, shopping space has been added, more and more of the traditional high street stock has been rendered redundant. The pool of investable high streets has contracted over the years. Mainstream shops investors have meanwhile, for the most part, progressively turned their backs on unit shop investment in favour of managed scheme space: a withdrawal that has exacerbated high street problems by reducing the flow of investment money into unit-shop renewal activities. Without productivity, there can be no town centre ‘vitality and viability’. And in the absence of viability, investment will not be attracted. The author explores the space productivity issues underpinning retail property investment trends and looks at how the prospects for high street shopping are being shaped by market and consumer trends that are not susceptible to influence by protectionist planning policies or regulatory intervention generally. In the absence of subsidy, high streets up and down the country will continue to sink or swim based on their intrinsic attractiveness as shopping destinations.
Through a glass darkly: Lessons from The Huntington Library, Art Museum, and Botanical Gardens digital asset management implementation
Authors: Lee Yvonne , Einaudi Mario
Published: July 2024

In this paper, two project leads review and analyse the scoping and implementation of the first digital asset management (DAM) system in a multi-hyphenate cultural heritage organisation. They recount key decisions made during the process and trace their impacts — positive and negative — within the context of the current state of The Huntington DAM (known as RAIL) as a pilot platform in an emerging ecosystem of institutional data management. The paper concludes with the system roadmap for the next several years.
How Amazon’s delivery logistics redefined retail supply chains
Authors: Cohen Raanan
Published: July 2024

Amazon is setting very high standards for the entire retail industry with the market-leading ecommerce innovations they are implementing across their delivery logistics infrastructure, as well as the technologies behind it. As customer spend rapidly shifted over the past decade towards online commerce and away from physical stores, customer expectations around convenience, choice and speed of delivery have also changed drastically. The boom of on-demand technologies such as real-time tracking, alongside the widespread adoption of smartphones, means that retailers across the world need to quickly adapt in order to stay relevant with their customers. The implications of this shift towards customer-centric deliveries affect the entire retail supply chain, which needs to be redesigned to ensure companies gain maximum operational efficiency while providing an exceptional customer experience. This new retail landscape is having a huge impact on both the micro and the macro level. On the one hand, retailers need to optimise their fleets, delivery partners, warehouses, stores and customer service. On the other hand, regulators need help creating cities that provide the optimal infrastructure to efficiently manage the flow of goods. The last mile in particular is becoming one of the toughest challenges for retailers to support, and they will need to embrace technology that helps them manage their operations while maintaining a healthy bottom line. It is not a simple task to reach all customers wherever they are, whenever they want — especially in countries or cities with low population density. However, as delivery companies, in-house fleets and crowdsourced resources become more aware of these challenges, we will see the emergence of new models that efficiently utilise multiple tools, technologies and resources. The entire industry is working towards achieving flawless orchestration of a fully-transparent, fully-optimised supply chain, which is driven as much by cost-efficiency as it is by providing end-customers with exceptional brand experiences.
Adoption of artificial intelligence tools by retail organisations
Authors: Vėželis Paulius , Gopal Gurram
Published: July 2024

Recent advancements in information and computing technologies have created a new category of artificial intelligence (AI) tools which are now being adopted by the retail industry. History reveals that every new technology-based tool faces barriers before becoming widely and successfully adopted, and AI tools are no exception. While numerous studies have already confirmed the benefits of these tools for multinational corporations, many retailers are facing significant barriers in adopting them. A review of the literature showed that the primary barriers are in the areas of human resources, strategic planning, project management and legacy IT systems. To build on these findings and find the AI adoption barriers, an international study of 13 retail and retail technologies experts from eight different countries was conducted. The results suggest that there is a preferred way for retail organisations to be structured and act in order to be successful at adopting AI tools. Based on the literature review and empirical results, a conceptual model for successful AI tools adoption is proposed. This model with broader research results contributes to the literature on AI tools adoption in retail organisations, suggests the steps organisations can take to be more successful, and highlights the importance of company culture and potential return on investment (ROI) of the AI solution for successful adoption.
New for old: An analysis of the impact of the new Athens and Oslo airports
Authors: Iatrou Kostas , Williams George
Published: July 2024

Over the past decade Europe has experienced a relatively rare occurrence: the replacement of two major airports serving capital cities. Gardermoen Airport serving Oslo replaced the heavily constrained Fornebu in October 1998, while the old facility serving Athens was superseded by Eleftherios Venizelos Airport in April 2001.The impact on traffic growth and mix, airline competition, seat capacity offered and the number of destinations served is assessed in each case. Analysis of the influence of the two new facilities on traffic levels reveals that the expected increase from the opening of the two new airports has not been realised in the case of Athens, but has been in the case of Oslo.The reasons why this has occurred are discussed.
Applications of privacy-enhancing technology to data sharing at a global pharmaceutical company
Authors: Bamford Stephen
Published: July 2024

Janssen has been at the forefront of the recent pharmaceutical industry trend towards more transparency and sharing of clinical trials data, committing early on to make its data available for both internal and external innovation. Janssen is also committed to protecting patient privacy and giving individuals a voice on how their data is used and disclosed. This paper outlines Janssen’s data-sharing initiatives and describes how it is using leading-edge privacy-enhancing technologies (PETs) to mitigate privacy risks and find the right balance between innovation and privacy.
A sensory approach to brand confusion
Authors: Chebat Jean-Charles , Erradey Oumama , Gélinas-Chebat Claire , Roth Yefim
Published: July 2024

Brand managers invest huge amount of money and efforts to build unique and recognisable brands. Some questionable companies are enticed to reap the benefit of strong brands without building them, producing counterfeits and copycat brands with similarly pronounced brand names, resulting in brand confusion (BC). One way that the original brand manufacturers can try to reduce BC is by advertising their products through the media channel that leads to least confusion. In this paper, we investigate what type of modality advertisements — visual or auditory (print, radio) or both (television) — affect the least or the most the level of BC. Our empirical research shows that television advertisement leads to the lowest level of BC, while radio advertisement leads to the most confusion. We found that the higher the product involvement, the lower the BC for print advertisements. Involvement has neither direct nor moderating effects for television or radio ads. Furthermore, gender has neither direct nor moderating effects on visual or auditory channels.
What one must know about achieving BS25999-2 certification
Authors: Mcloughlin Roger
Published: July 2024

In September 2008, Vodafone UK announced that it had become the world’s first mobile operator to achieve BS25999 certification, the leading industry standard for business continuity management systems. Vodafone UK achieved the standard for its 2G voice network in recognition of the robust processes it has put in place to ensure continuity of service for enterprise and consumer customers in the event of unexpected incidents, such as power failures or natural disasters. This paper outlines the experiences of working toward certification for BS25999-2 and describes the value that certification can bring to the organisation and how much work is involved. The author offers the benefit of his first-hand experience in securing the BS25999 standard, from getting resources in place, navigating through the maze of terminology, to successfully completing the audit, with best practice always front of mind.
Stanford Medicine Partners journey in creating an IDHE strategic plan
Authors: Noone Rochelle , O’Connell Michael
Published: July 2024

Inclusion, Diversity, and Health Equity (IDHE) are important strategies that healthcare organisations must address to ensure that the communities they serve are heard, well represented and cared for in the most appropriate way. At Stanford Medicine Partners (SMP), a medical foundation founded by Stanford University School of Medicine and Stanford Health Care (SHC), we embraced and committed to having a diverse workforce through creation of a culture of inclusion, professional fulfilment and respect. In caring for a diverse population throughout the San Francisco Bay Area, we are unified by excellence as the standard of care, and, together, we are healing humanity through science and compassion one patient at a time. We recognised the importance of creating a clear roadmap and development of a strategic plan to set the foundation, practical vision and strategies needed to advance IDHE initiatives. This paper will share our strategies of elevating IDHE as a Strategic Priority; Positioning the Organisation as an IDHE Thought Partner; Investing in Our People; and Measuring for Accountability and Success and in Creating New Ways to Seek a Balanced Input on Solving IDHE Matters and Developing Mechanisms to Measure the IDHE Culture. These four strategies have guided us in co-creating an action plan with specific measurable accomplishments related to each strategy. Learnings have centred around developing progressive, inclusive processes; advancing continuous, comprehensive learning and development; providing effective and meaningful IDHE events and activities; implementing an IDHE dashboard tool; creating IDHE leadership programmes for under-represented staff; and forming strategic partnerships to address medical disparities. And we have seen the value and benefit of incorporating diversity, equity and inclusion into the organisation’s values through a creative strategic planning process and three-year plan.
Three core competencies for the modern general counsel
Authors: Polizzotto Joseph
Published: July 2024

This paper offers a perspective on how current general counsels (GCs) need to extend their reach and spheres of influence in order to add the greatest value to their companies. It provides practical suggestions on how to integrate and align the legal functions squarely with the company’s decision-makers, by focusing on achieving mastery over three competencies: (1) active engagement by the department in the governance structure of the entity; (2) a central role in the company’s reputational risk framework; and (3) an embracing of operational risk in the actual work being performed by the legal function. The author argues that it is insufficient if a GC is simply an outstanding lawyer who views their job largely to analyse legal issues and problems presented to them; rather, the paper postulates that a modern legal department needs to extend its reach and be more proactive and that the three competencies enumerated above, if mastered, help to accomplish that and create the opportunity for the GC and the department to be considered truly successful and influential. The paper also offers thoughts on how to nurture and develop talent within the department, how to incorporate the GC’s experience in crisis management for the greater good of the company, and how to be a thought leader on efforts to streamline processes and increase efficiencies.
Last man standing: Potential absurdities in the Party Wall etc. Act 1996
Authors: Mcallister James
Published: July 2024

This paper analyses the potential absurdities in the Party Wall etc. Act 1996 arising out of a recent party wall case, along with the practical implications for practising party wall surveyors. The Party Wall etc. Act 1996 came into force on 1st July, 1997 and is law in England and Wales. The Act provides a statutory mechanism for resolving disputes where the implementation of ‘notifiable’ works by one property owner (the building owner) has an impact on an adjoining property owner (the adjoining owner). Notifiable works generally comprise adjacent foundation excavations, works to repair, rebuild or modify a shared ‘party’ wall and the construction of walls at, or astride, the ‘line of junction’, being the legal boundary between the lands of two or more owners. In the event a ‘dispute’ arises between the respective property owners over the notifiable works, the Act requires both parties to appoint their own party wall surveyor, whereby the two surveyors then select a third surveyor to adjudicate any dispute they may have. Alternatively, the parties may elect to jointly appoint a single ‘agreed surveyor’ as a neutral arbiter. The agreed surveyor or the three surveyors, as the case may be, then resolve the dispute by way of an ‘award’ which is legally binding unless rendered invalid through procedural defect or where successfully appealed by either party in the county court within 14 days of service.
Supporting the cultural offer in England’s towns
Authors: Bristow Paul
Published: July 2024

The role of culture in regeneration is well understood by policy makers and practitioners. In recent years, however, culture-led regeneration, along with other policies relating to place, has been challenged on the basis that cultural opportunity is not equally distributed and this has penalised certain types of places, restricting their potential to benefit from culture and its contribution to regeneration. This challenge has focused in particular on towns, as places seen as being ‘left behind’ by policy makers’ attention and excluded from the benefits of growth and regeneration. This paper explores policy opportunities and recent practice relating to culture in towns and identifies some challenges to be addressed if culture is to make a substantial contribution to the renewal of towns in England.
Customer engagement: Transforming the business in the age of the client
Authors: Acquaro Matteo
Published: July 2024

Through new technologies, customers have constant access to all the information they need. In recent years, FinTech companies and start-ups have taken part in this transformation process, changing the ecosystem in which banks operate (ie lending, crowdfunding, payments, e-commerce, personal finance management [PFM]), and attracting new customers with superior customer service. This paper discusses how Intesa Sanpaolo underwent a complete digital transformation, driven not just by technology improvement, but starting from customer needs and the goal of improving their experience. Collaborating with FinTech companies, Intesa Sanpaolo has developed new services and completely redesigned the digital experience. Leveraging an advanced customer relationship management (CRM), Intesa Sanpaolo engages in constant communication with customers, providing easy-to-use solutions for everyday operations and offering qualified advice in the important moments of life. The result is an increase in customer satisfaction, making Intesa Sanpaolo the leading traditional bank in terms of Net Promoter Score in Italy as well as one of the seven most advanced global players in terms of the depth of their digital transformation.
Treasury management buying behaviours of small to mid-sized companies
Authors: Ledford Steve , Raftery Don , Wheelock John
Published: July 2024

Based on a survey of 294 treasury management (TM) buyers at US companies, the authors believe banks have an opportunity to adapt sales models more closely to their clients’ buying behaviours. Buyers want their primary bankers — typically relationship managers — and not just TM specialists to make recommendations based on a direct knowledge of their business. Bankers can, however, make much greater use of telephone and e-mail throughout the sales process.
Credit valuation adjustment tail risk and the impact of wrong way trades
Authors: Skoglund Jimmy , Vestal Doug , Chen Wei
Published: July 2024

Actively pricing and hedging credit valuation adjustment (CVA) has quickly emerged as a core function in banks. One of the major functions of the CVA desk is to risk manage CVA. It is well known that wrong way risk has a significant impact on both CVA itself, as well as on the CVA sensitivities (ie the Greeks). This means that wrong way risk can significantly impact the CVA desk hedging strategy. While wrong way risk may have a significant impact on CVA and CVA sensitivity, it is natural to expect that the effect on the tail risk of CVA, and hence the required capital, is even greater. This is an important consideration for the CVA desk as tail risks typically remain unhedged in practice and need to bear capital. In addition, to the extent that a CVA desk tries to hedge some tail risk, this is frequently done in the form of out-of-the money options on either the market instruments (interest rates, foreign exchange (FX), etc.) or credit instruments (credit default swap index or tranches). Since these instruments do not capture the wrong way risk dynamic (they do not have both the market and credit component), they typically are not suitable for completely offsetting the wrong way risk in the CVA book. This paper analyses the impact of wrong way risks on both CVA itself as well as on the tail risks of CVA. It demonstrates that the induced tail risk adjustment to account for wrong-way risk can be more significant than the impact on CVA itself. Hence, the CVA capital impact of wrong way risk can be larger than the CVA pricing impact of the wrong way risk.