bluuebunny/crossref_metadata_2025 huggingface dataset:
#Delayed, disrupted, disappointed, dismayed, déjà vu: Connecting with delayed passengers in real time using social media and app-based research
Authors: Barker Andy , Bailey Keith
Published: July 2024

This paper describes the role of social media in complementing more traditional research approaches when capturing the emotional reaction of passengers to train delays.
You say you want an evolution (of your risk management programme)
Authors: Anderson Kerry
Published: July 2024

Living organisms must evolve to continue to exist, let alone thrive. This situation is especially true when organisms are faced with a challenging environment, such as the risk management landscape. Risk management organisations need to adopt a continuous adaptation strategy to manage the dynamic threat landscape and build resilience into the risk management function. However, risk management teams do not have the luxury of being able to wait for adaptations to occur naturally because of the rapid rate of change. Risk management organisations should consider embracing strategic evolution to continuously transform their teams to handle new challenges created by societal and technological trends.
Do we need a digital euro, or a digitisation of payments?
Authors: Milkau Udo
Published: July 2024

With the exception of cash, payments have been ‘digital’ for decades. This raises the question whether the ‘digital euro’, as proposed by the European Central Bank, is actually needed, and if so, where the demand comes from. This opinion paper examines this question from five perspectives — structural, regulatory, monetary, financial and geo-political — and compares the proposed features with the actual benefits. These five perspectives lead to five antagonisms: (1) centralisation of the current two-tier financial system vs market-driven innovations, (2) a standalone digital euro vs the comprehensive European Markets in Crypto-assets regulation, (3) the attractiveness of a digital euro vs its cash-like limitations, (4) a digital euro ‘free of charge’ vs the question of funding, and (5) a competition of currencies vs a competition of payment instruments. While other parts of the world plan to develop innovations with automated payments integrated in cross-industry process chains, the debate about a digital euro seems to forget the ‘voice of the customer’. With this in mind, this paper suggests that a digital euro (as currently proposed) does not provide tangible benefits, and that Europe needs more options for digital payments if it is to stay competitive in today’s global economy.
Exercise management: New thoughts on an old process
Authors: Love Gavin , Anderson Matthew
Published: July 2024

Many organisations fail to grasp the significance of a well-constructed resilience exercise and do not utilise the process or findings to the best advantage. The changing operating environment, the complexity of businesses, the interaction and interconnectivity of public and private sector organisations, and the introduction of legislation mandating the conduct of exercises has changed the scope and adequacy of exercises, with increased focus on the ‘correct’ way of developing and conducting them. However, while appropriate exercise management courses have been conducted in the public sector, these have not been readily available to the private sector. Organisations unable to access these resources have had to rely on external providers or the expertise of internal staff. As a result, the types and relevance of exercises vary greatly. This paper argues that, rather than simply writing a scenario and conducting the exercise, what is actually required is a logical process to identify the organisation’s objectives and the reasons for conducting the exercise. These aims and objectives provide a clear focus for the exercise and a relevant scenario to support their achievement.
Disrupting supply chains with 3D printing
Authors: Pannett Len
Published: July 2024

Despite it being integral to them, manufacturing is all too frequently forgotten when defining the size and shape of supply chains. Optimisation efforts typically focus on warehousing, sourcing and transport; however, that is changing. New manufacturing technologies are giving supply chain decision makers far greater freedoms than they have ever had, led by the emergence of 3D printing from being a tool for design and prototyping to making items destined for end uses. Now over 30 years old, this group of technologies enables established supply chains to radically increase their flexibility, to reduce lead times and costs, and to offer their customers far higher service levels in terms of what they provide and how it is provided. This paper will look at the impact of 3D printing on the individual elements of the supply chain, examining the benefits that it brings, balancing those with the constraints and current broader considerations that decision makers need to consider. It will then describe how organisations can go about evaluating whether it is right for them and, where there is a case to be make, how to go about identifying which approaches to take in deciding what to use it for and how to adopt it.
Moving to e-payments: Best practices for US middle market companies Part II — Collections
Authors: Coven Linda
Published: July 2024

This is the second in a two-part series on moving to electronic payments. The first (published in Journal of Payments Strategy & Systems, Vol. 3, No. 1) covered the issue from the perspective of the payer. This paper is directed to the receiver of the payments. When tasked with optimising liquidity and minimising associated risks (such as liquidity shortfalls), for example, the length of time it takes to collect an organisation’s receivables, has significant impact — especially in the current economic environment. If a company is primarily collecting payments by cheque, it is almost certainly paying more than if it could move these payments to an electronic alternative. Monetary savings, reduced administration, greater transparency, compliance and data aggregation are just a few of the proven advantages that result from a shift to electronic payment formats. Payment methods may vary by industry and company size, but all companies should consider plans to migrate to electronic payments.
Real-time payments are transforming economies and lives: Initial evidences from select countries
Authors: Buckley Andrew , Balakrishnan Mahadevan
Published: July 2024

Retail real–time payments — also known as fast payments or real-time payments — are becoming mainstream, with over 56 countries already having them and many others at various stages of implementation. Real-time payments are transforming economies by providing additional payment options for a variety of use cases, and its usage is gaining momentum. This paper analyses the reason for such wide acceptance of real-time payments using the Technology Acceptance Model (TAM), the economic impact of real-time payments in select countries, its impact on financial inclusion and concludes by providing some insights on how real-time payments are changing lives on the basis of ethnographic studies carried out in select countries.
Basel IV: IRB 2.0 and interdependencies with the new capital floor
Authors: Neisen Martin
Published: July 2024

The trust that market participants once put in banks’ internal models of calculating capital requirements was severely impacted by the 2007/8 financial crisis. This has led to many proposals to reform the methodology for the calculation of Risk Weighted Assets. This also includes the internal ratings-based approach (IRBA). This paper looks at the final version of the revisions advocated by the BCBS, which was published in December 2017 — ‘Finalising post-crisis reforms’. The focus will be on the changes to the IRBA and the introduction of a new capital floor. Even if the implementation of the new requirements was to last until 2022, banks and other financial markets participants expect a much bigger impact on the business models than in previous regulatory reforms.
Integrating pandemic flu response planning with business continuity planning at Johns Hopkins University Applied Physics Laboratory
Authors: Lasky Mary
Published: July 2024

Pandemic response planning augments continuity planning and preparedness. This paper describes experiences in integrating pandemic response with business continuity planning at the Johns Hopkins University Applied Physics Laboratory. The paper discusses environmental triggers that provide a framework for specific actions, such as activating social distancing and work-at-home measures to be taken during a pandemic, and argues that having staff able to work at home is key to ensuring the organisation can reach the balance of supporting customers, caring for staff and staying solvent. To understand potential cash-flow problems, financial modelling is used to predict the impact of severe and more moderate pandemic influenza outbreaks. Lessons learned, suggestions for effective communications and a control structure are discussed, together with insights and strategies.
The Zoom effect: A framework for security programme transformation
Authors: Ceylan Heather , Chavan Ariel
Published: July 2024

As companies grow from start-ups to global enterprises, their information security organisations often need to undergo rapid transformations to meet the needs and scale of each business and its customers. It can be challenging for information security teams to clearly define and communicate those needs and obtain necessary executive support, funding and resources for their programmes. Establishing a transformation framework can help security teams communicate effectively and gain executive support and buy-in for information security objectives, thereby facilitating the prioritisation of objectives based on risks and capabilities, and the measurement of the programme’s ongoing effectiveness on a regular basis.
Moving to the cloud: The state of the art for cloud-based production pipelines
Authors: Mcdonald Julie M. , Gossett Corban , Moore Mac
Published: July 2024

Cloud computing, with on–demand access, is making inroads into traditional production pipelines. Pressure on production efficiency, desire for distributed geographic access to labour, production turnround requirements, the availability of open source tools and ease of development are pushing creative studios in the media production market to explore and adopt cloud–based technologies. Are the benefits of this new wave of creative and technical democratisation fact or myth? What is the state of the art? What are the primary technical, social and operational challenges? What are the primary benefits? How do executives, producers, production managers and artists navigate this complex new environment? What are the current operational and business upsides? Where are the hidden risks? How do pipelines adopt these new technologies and how easy is it for artists to work in new paradigms? This paper discusses media production environments taking place in the ‘cloud’, summarises the current state of the art and provides a roadmap for individuals and businesses considering moving to the cloud. The paper discusses workflow challenges, infrastructure changes, pricing models, remote personnel management, creative control, internet security, licensing and metred rendering. Cost expectations are reviewed — with examples of areas for savings and areas where costs increase. This paper also considers how to prepare for cloud computing and cloud production pipelines.
Hospital/healthcare financial recovery under COVID-19: Financial metrics that improve understanding and action
Authors: Berger Steven
Published: July 2024

The COVID-19 pandemic has tested the limits of financial executives’ dedication, skill, patience and ingenuity. For many, the first wave of the pandemic has overwhelmed available resources, while others may be battening down the financial hatches for a second (or third) wave. In this maelstrom of uncertainty, it is important for healthcare organisations to have a clear-eyed view of their current financial situation and determine a clear path forward. What complicates matters is that each organisation has its own unique needs, history and circumstance to consider. There are plethoras of unique circumstances that create small or large differences between every hospital in the country that the article will discuss. There is no ‘one size fits all’ approach to financial recovery: what works for one organisation may not work for another. The key to finding the best approach is a clear and data-driven understanding of each organisation’s unique circumstances. This paper will examine the specific financial metrics healthcare financial leaders should monitor during COVID-19 that provide actionable advice, on the basis of Lumina’s depth of expertise, on precisely how healthcare organisations can use these metrics to chart their own customised path to financial recovery.
Domestic air service development in the stagnant US market
Authors: Reich Thomas
Published: July 2024

Over the past decade the US airline industry has transformed itself from a highly fragmented marketplace with excess capacity, redundant hubs and high operating costs into an oligopoly that practises capacity constraint to increase ticket prices while enjoying lower operating costs that resulted from the synergies realised through bankruptcies and airline consolidation. Now that the US airline industry has matured to the level on the product lifecycle where growth is virtually non-existent and competition between airlines has become more limited, the number one question US airports have is: how can airports ensure passenger traffic growth through successful development of new air service and the strengthening of existing air service? This paper provides an insight into how and why airlines make route-planning decisions and what airports can do to improve the appeal of their market to better attract airlines.
How the study of social media data has evolved through time, putting social media insights-led actions at the heart of many organisations’ strategy
Authors: Balchin Jackie
Published: July 2024

This article reviews how the use of social media data has evolved over the last ten years. It also provides actionable tips on how social media data obtained through social media listening platforms can be analysed more efficiently, with examples of how to go beyond standard platform outputs to obtain a deeper understanding of customers. The article argues that social media data should be a guiding force for brand action and thus have a seat at the table when strategic decisions are being made. It also provides guidance on how to obtain this level of maturity.
The rising cost of healthcare system complexity, and what can be done about it
Authors: Stephan Jean-Pierre
Published: July 2024

It is no secret that the US healthcare system is notoriously complex. The numerous product features and options offered by health plans are difficult to understand. Pricing transparency is non-existent. That complexity, in turn, has a detrimental impact on consumers’ access to care, quality of experience and health outcomes. Unfortunately, the problem is getting worse. Consumers are frustrated when trying to determine whether their providers are in the plan’s network, why they got an expensive bill for a routine service they expected to be covered by insurance, or how to decipher unfamiliar language in their insurance policies. Federal and state regulation has ramped up as health benefits offerings have proliferated, further driving complexity, especially for providers and health plans. This paper explores the findings and implications of recent Accenture research that gauged consumers’ understanding of the healthcare system and their ability to navigate it to meet their needs. It also proposes ways to address the complexity of the healthcare system to ease the burden on consumers, payers and providers alike.
Total market: Driving strategy in a multicultural nation
Authors: Burgos David
Published: July 2024

The USA is on the verge of becoming a majority-minority nation. Given their growing size and influence on American culture, multicultural segments can no longer be considered niche markets. They have indeed become an integral part of America's new mainstream, and brands must adapt their business models accordingly if they want to stay relevant and grow. The ‘multicultural versus general market’ paradigm is rapidly becoming obsolete. Instead, marketers are starting to evolve their thinking toward ‘total market’ approaches that leverage similarities and at the same time respect cultural nuances across and within consumer segments, including the non-Hispanic white majority. This journey is not easy. It has implications on virtually every step of the marketing cycle, from early-stage research and product development to the creation of marketing and commercial programmes. It often requires a change in corporate culture, too. Drawing on extensive research and consulting work done by the author, this paper provides several guiding principles to help brand owners navigate this new normal and turn the challenges of marketing to a culturally diverse audience into growth opportunities.
Why the euro crisis is far from over
Authors: Ellis Colin
Published: July 2024

Since the third Greek bailout in 2015, concerns about the long-term viability of the European single currency have diminished. For all the progress seen in the past decade, however, the structural and institutional fragilities underlying the euro remain unaddressed. This paper sets out these flaws in the context of past and proposed future reforms, including the current debate around an effective burden-sharing mechanism. Ultimately, the success of the single currency will depend on willingness to cede political sovereignty by member states, and continued popular support for the project and associated social cohesion across the euro region. As such, the crisis may be dormant at the moment but, until these issues are addressed, it is far from over.
Lessons learned: Collaborating to digitise Yiddish-language collections at Cornell
Authors: Morley Barbara , Calco Steven , Parker Elizabeth
Published: July 2024

This paper describes a grant-funded collaboration between Cornell University Library, the Kheel Center for Labor-Management Documentation & Archives, Digital Consulting and Production Services, and faculty members from Cornell’s Jewish Studies Program to select, digitise, describe and disseminate English and Yiddish-language records created between 1930 and 1953 by the Jewish People’s Fraternal Order division of the International Workers Order. To serve researchers in the Yiddish-language community as well as English readers, Yiddish-language documents were partially translated and transliterated to reduce the language barrier and facilitate discovery and analysis. The project required a wide variety of specialists to communicate effectively and negotiate goals, workflows and standards. As this paper discusses, responsibilities such as file and document management, metadata creation and review, and quality control are especially demanding when working with documents composed of a language and alphabet that most of the project participants do not understand. Challenges and opportunities encouraged collaborators to re-evaluate and redesign certain existing workflows, and reaffirmed the benefit of others. The online dissemination of the records has opened access to a global audience, promoting scholarly work based on the digitised records along with greater interest in related analogue collections.
People-led digital transformation: Future-proofing a legacy brand with purpose
Authors: Lapierre J.C.
Published: July 2024

After deciding to invest significantly in digital upskilling, PricewaterhouseCoopers (PwC) used integrated communications strategies to achieve a digital-led brand transformation centred on employee empowerment. As a result, the firm was able to bring high-value digital products and a mindset for innovation into the market at a critical time, while positioning this legacy brand to secure its future in a new era driven by trust and technology. Here is a look at how PwC in the USA approached its digital transformation with a ‘people first’ mindset.
The missing link: Transforming deep retrofits into financial assets
Authors: Muldavin Scott , Torbert Roy , Bendewald Michael
Published: July 2024

Deep retrofits — those saving 50 per cent or more energy and achieving superior sustainability performance — are valuable yet largely untapped financial assets. This paper describes how to calculate all the value created by deep retrofits, radically changing the value proposition of deep retrofits, enabling such investments to take their proper role as a central driver of company performance. Many corporations have steadily improved the energy and sustainability performance of their buildings, primarily to minimise operating costs and keep pace with changing codes and standards. Many also have been searching for financially viable approaches to expand sustainability efforts to meet growing customer, employee and investor demand, but have struggled to link deeper energy/sustainability retrofits to attractive financial performance. This paper presents the ‘missing link’: how to calculate and present the value created by deep retrofits of corporate real estate. The deep retrofit value model for corporations consists of nine ‘value elements’ organised around a traditional business valuation framework that starts with an evaluation of retrofit property costs and risks, and then details how a deep retrofit affects business costs, revenues and risks. If implemented broadly, corporations will enhance their competitive position and financial performance while helping to transform global energy use to create a clean, prosperous and secure future.
Regulatory arbitrage and model sophistication in the financial crisis
Authors: Frachot Antoine
Published: July 2024

This paper investigates the financial institutions’ strategies behind the recent financial meltdown. These strategies have certain features in common. First, before 2007, they were all considered as arbitrage opportunities. Secondly, regulation loopholes and model sophistication were vital for their profitability. Thirdly, markets were unable to assume their traditional role of suppressing these opportunities, at least before the imbalance they generated had become so heavy that they collapsed under their own weight. This paper argues that any reform of the regulation of financial institutions will open the field to a new wave of financial innovations, all with the primary goal of circumventing the new regulations — something that regulators and financial institutions would do well to remember. Beside global reforms, one must look carefully at more microeconomic considerations. In this respect, auditing the performance and return on (regulatory) capital of main desks and business lines/products within financial institutions could be a practical way to track extraordinary return-on-equity, which in turn is probably the most accurate guide to knowing where the next accident will take place.
Building data governance capabilities in corporate real estate : A practical guide to improving data governance maturity
Authors: Cameron Ian
Published: July 2024

Data governance is gaining traction as a core competency in leading CRE organisations. Yet, it is still very new to many CRE leaders. This paper explains what data governance means, how to assess where an organisation is today, and how to build data governance capabilities for the future. The Data Governance Maturity Model and a readiness assessment are introduced as techniques to guide CRE leaders and their teams as they prepare for the changes ahead.
Assessing and managing UDAAP risk in the new regulatory environment
Authors: Lucas Chris
Published: July 2024

The Consumer Financial Protection Bureau (CFPB), created in the wake of the Great Recession to protect consumers in the financial services space, has recently proclaimed that it will give increased attention to financial institutions’ compliance with Unfair, Deceptive or Abusive Acts or Practices (UDAAP). For banks, meeting this requirement has not been easy, as the terms are subjective and the CFPB ultimately holds the power to define what those terms — potential violations — mean, oftentimes on a case-by-case basis. This renewed focus on UDAAP comes on the heels of a global pandemic and a national reckoning on social justice, which have introduced new layers of discriminatory risk into the environment. This paper explores issues of equity and fairness for consumers under UDAAP, as well as presents several best practices that banks should adopt to better manage UDAAP risk, especially as other regulatory agencies are expected to up the ante on unfair banking practices. Failing to prepare for intensified scrutiny could result in significant financial penalties across the industry, which paid US$14.4bn in consumer relief and US$1.7bn in civil penalties in CFPB’s first decade of oversight.
The future of marketing automation
Authors: Davenport Thomas H. , Phillips Judah
Published: July 2024

Many marketing activities will be largely automated by 2025. While people will still be responsible for marketing management and outcomes, substantially fewer people in the marketing team will oversee a larger number of automated systems. While there have been some attempts to identify what marketing organisations and practitioners need to do to take advantage of the disruption of marketing automation, their views of automation have been limited. This research addresses a variety of marketing automation activities and their implications for marketing functions, practices, and practitioners.
The quantum physics of emergency management
Authors: Hodges Lori
Published: July 2024

This paper takes information from human behaviour, social connection and quantum physics to describe emergency management phenomena. Emergency management is analysed as part of a complex adaptive system where the interconnections between people, technology and resources work together to create order from chaos. The world of quantum physics has multiple lessons for emergency planners. Events are intrinsically random, and as such it is impossible to have all the information that is necessary to create a complete picture of the world around. Combining this idea with the principles of uncertainty, duality and entanglement, this paper provides specific lessons from quantum physics as well as the actions emergency managers may take to respond effectively to the changing environment.
Effectively managing risks in an ESG portfolio
Authors: Bertolotti Andre
Published: July 2024

Environmental, social and governance (ESG) integration into active and passive portfolios is now a key part of the fast-growing area of sustainable investing. As portfolio managers integrate ESG into their strategies, they add new components of risk that are in addition to the traditional financial risks familiar to chief investment officers (CIOs) and risk managers. In this paper, the author reviews ESG risks from the practitioner’s point of view, including risks found in ESG data itself that stem from the definition, collection and aggregation process. The author then discusses the portfolio characteristics associated with integrating ESG data as well as the challenges in building tools to measure risk and report on attribution. Next, he looks at connections between screening and reputational risks and the beneficial role that engagement can play. Finally, he discusses tail risks and reviews the role that physical climate risk plays in managing portfolios.
Enhancing the facilities management process through the application of building information modelling as a tool for managing the Irish public sector estates
Authors: Mcauley Barry , Hore Alan , West Roger , Rowland Deborah
Published: July 2024

The Irish Government manages estates faced with increased pressure on their greenhouse gas emissions, as well as poorly managed assets that leave it increasingly difficult for an effective facilities management (FM) process to be operated. In order for Ireland to realise a smarter and better-equipped public estate which can respond to increased staffing demands, it is critical that a new dimension of FM be explored. Such an avenue, as highlighted by Forfás — Ireland's policy advisory board for enterprise, trade, science, technology and innovation — can come in the form of information and communication technology (ICT), which can enable companies to remain competitive. One action proposed by Forfás is to work with industry organisations to drive increased adoption of ICT uptake such as building information modelling (BIM). The UK has begun to apply such a strategy, which has been evident from the development and partnership of the Government Soft Landings (GSL) policy and BIM. This paper will review the current state of the Irish FM sector and investigate how adopting a similar approach to the combined UK GSL policy and BIM implementation strategy could help to move the Irish Government towards a more enhanced estate. The data collation methodology adopted by the authors in this paper included the use of a questionnaire survey that was designed and distributed in collaboration with the Irish Facilities Property Management sector. It is hoped that the research findings will demonstrate the business case for the implementation of BIM and, in particular, the adoption of a similar soft landings policy in advancing the Irish FM sector.
The importance of critical thinking skills in disaster management
Authors: Albanese Joseph , Paturas James
Published: July 2024

The adverse circumstances occasioned by disasters rarely remain static but rather continue to evolve, temporally and spatially, rendering preplanned response operations uncertain, at best, and ineffectual, at worst. As such, disaster management professionals need to think critically to implement response strategies best suited to the circumstances at hand, with the best available information. This paper provides an overview of critical thinking, and its importance in helping leaders provide order to the chaos often associated with disaster response and recovery efforts. Critical thinking skills include the ability to identify and define a problem, recognise assumptions, evaluate arguments, and apply inductive and deductive reasoning to draw conclusions from the available information. Understanding and improving a leader’s critical thinking skills helps to provide a sense of confidence, trust and authority during a community-wide crisis. As such, emergency management professionals must continually enhance their critical thinking skills.
Airport sustainability with a positive impact on the bottom line: The Minneapolis-St. Paul International Airport experience
Authors: Wareham Steve
Published: July 2024

Airports’ interest in sustainable or green initiatives has grown around the world. An effective approach should include quantifiable onsite environmental enhancements rather than simply focusing on purchasing conservation credits. Done correctly, sustainable projects can benefit the bottom line rather than result in additional costs. Minnesota is located in the upper Midwest region of the USA. Home of the Mississippi River headwaters, it is also known as the Land of 10,000 Lakes. Public policy has historically favoured protection of natural resources, and it is no accident that this state's largest airport has also had an aggressive focus on environmental issues. The Airports Council International North America defines sustainability as ‘a holistic approach to managing an airport so as to ensure the integrity of the economic viability, operational efficiency, natural resource conservation and social responsibility of the airport’. This philosophy can serve to describe the approach that Minneapolis-St. Paul International Airport (MSP) took to its recent US$3bn expansion programme. Documented air and water quality improvements were made at MSP even as significant infrastructure growth took place. A long-term partnership with local utilities has yielded impressive rebate dollars and resulted in additional efficiencies that now shave US$1.04m from annual electrical and natural gas bills. Further improvements are being considered in the areas of lighting systems, low-emission ground service equipment, power generation and other key areas.
A cross-cultural study of consumer connection with social networking sites
Authors: Wei Yujie , Lebègue Typhaine , Talpade Salil
Published: July 2024

This research investigates consumer connection with online social networking sites (SNS) in cross-cultural contexts. The effects of consumer susceptibility to interpersonal influence (CSII), sociable trait, perceived risk of social media, and gender on consumer self-SNS connection are examined. CSII and sociable trait reflect an inherent tendency of consumers who desire to use an SNS. Perceived risk of using SNS reflects consumers' trust of social media and determines their willingness to be involved in interpersonal communication behaviours (eg sharing information). A survey was conducted to collect data from college students in the USA and France respectively. The results show that CSII and sociable trait are significant predictors of consumer connection with SNS, but the perceived risk of social media is not significantly related to consumer connection with SNS. There are significant gender and cross-cultural differences in the effects of sociable trait and perceived risk on consumer connection with SNS. As this is the first research study that examines consumer self-SNS connection, these results provide valuable insights into the factors affecting consumer connection with SNS. Implications for marketing and social media are discussed.
Twenty-first-century CRE business models: Promising transformation
Authors: Wales Phil
Published: July 2024

Following up on a paper published in the November 2010 issue of the Corporate Real Estate Journal, the author observes trending in corporate real estate (CRE) groups’ progression towards working in a 21st-century business environment. Although the two-year interim is seemingly too brief to see significant movement in an industry which does not move quickly in many respects, a number of results are illuminating. Some companies have completely reorganised their CRE group (typically due to realignment within the company), a new customer-centric mindset is taking hold, sustainability is moving ahead (albeit slower than expected) and alternative workplace strategies continue to grow. At the same time, visibility at the C-suite level is improving communications with management, metrics and strategic vision are getting more attention, the appeal of outsourcing has fluctuated but clearly is here to stay, silo thinking is somewhat receding, more companies are getting the point that technology is an enabler and not the solution, and collaborative teaming across time and space still has excellent potential. Somewhat on the downside, relationship management is not trending up, while ‘knowing what business we're in’ and aligning with the corporate mission continue to have mixed results. Overall, achieving the 21st-century CRE business model has shown steady, if uneven, progress in the two short years since the previous report.
Measuring customer service: A case study of Dubai International Airport
Authors: Gupta Aman , Arif Mohammed , Williams Aled
Published: July 2024

This paper presents a model to assess the customer service of an airport and suggests opportunities for service improvement. The model is validated through a case study of Dubai International Airport. Semi-structured interviews were used to elicit relevant information. The assessment model was developed drawing on a thorough review of the literature. The model combines the features of three models, including the boomerang model, inter-cultural model and pleasure model, and satisfies five criteria, namely, customer satisfaction, customer loyalty, cultural diversity, highly mobile population and competition with other airports in the Middle East. The model was developed for assessing customer service at airports in the United Arab Emirates, but could easily be adapted for airports elsewhere.
Overlooking corporate real estate can put merger and divestiture deal value at risk
Authors: Gottschalk Douglas , Golichowski Michael , Heddergott Eva
Published: July 2024

This paper is authored by lifelong corporate real estate (CRE) advisers who have spent years involved in major corporate transactions including mergers and acquisitions (M&A) and divestitures. The paper explores the basics of M&A and divestitures and why real estate is a crucial variable but often overlooked. The paper explores why many investment bankers, corporate development departments and transaction advisers ignore real estate and what it takes to get it on their agenda. It also shares the process and tools for real estate verticals within a deal. Real estate can drive significant value during M&A and divestitures but neglecting it during the deal process can put that value at risk.
Scarlet Influence: Creating a programme of holistic impact reports
Authors: O’Hara Roberta
Published: July 2024

This paper describes the Rutgers University Foundation’s efforts to expand its holistic reporting to top donors (principal gift level) by establishing a milestone recognition system called Scarlet Influence. The paper discusses the reasoning behind selecting milestones as a key for creating holistic reports, the means by which milestones for individual donors were defined, how priority personal milestones were identified with the assistance of front-line fundraisers and then used for the creation of tailored reports, what the reports ultimately entailed, and other options for recognising milestones.
Brazil’s new General Data Protection Law
Authors: Wilkinson Steve
Published: July 2024

In July 2018, the Brazilian Federal Senate approved a Data Protection Bill of Law (the ‘Bill’). The Bill is inspired by the EU General Data Protection Regulation (‘GDPR’). While the costs of compliance with the GDPR are high, the benefits are extensive, including for Brazilians. The text guarantees greater control by the citizens of their personal information, while linking to Article 5 of the Brazilian constitution and requires explicit consent for the collection and use of data, both by the public power and private initiative, and requires the offer of options for the user to view, correct and delete this data. This paper discusses the immense amount of work to be done before the Bill, which takes effect in early 2020, and constitutes a bold move into the realms of data protection for a country wishing to compete in the modern world. Work, such as the setting up of a regulatory body and the production of guidance documents to ensure the Brazilian judicial system can understand them, is essential if the Bill is to be effective.
Achieving health equity: A patient safety imperative
Authors: Wyatt Ronald
Published: July 2024

Achieving health equity requires achieving zero preventable harm for all people. Health inequity must be inextricably linked to safety if all people are to be free from harm. There is no safety without equity and no equity without safety. Health inequity is an unsafe condition. Equity-related near misses, adverse events and sentinel events must undergo a comprehensive systematic analysis. Each root cause should have a strong corrective action(s). Measurable actions might include the collection and stratification of race, ethnicity and language data, or addressing stereotype bias, implicit bias, structural competency and institutional and structural racism. Leadership committed to creating a culture of equity is required. Measures of success should be linked to payment and restoring trust.
Shifting processes: How to enable marketers to leverage a self-service platform
Authors: Price Laura
Published: July 2024

As marketing processes evolve from batch and blast campaigns to journey-based models, marketers must increasingly own the technical implementation of their work. Enabling a data-driven marketing organisation often means adopting a selfservice model where marketing teams are the primary users of the tools that power their projects. This paper will outline how to facilitate the adoption of a self-service platform by examining transition planning, vendor selection and adoption facilitation.
Commercial office space: Time for a workplace intervention
Authors: Botting Sheila
Published: July 2024

Traditional office work is giving way to a new vision that, in turn, is leading to new considerations about office buildings and designs. The traditional office — designed to assign workers to dedicated spaces where they can be easily monitored — needs to change. When today's organisations assess the utilisation of their office space, most find that the cubicles in their workplace are 50–70 per cent vacant at any given time. No longer tied to their desks and paper files, workers are using mobile technology, moving around the office and using alternative workspaces based on their specific requirements or situations. As a result, corporate real estate professionals and office building owners need to re-evaluate their office portfolios. Workplace transformation is about rethinking how, where and why people work. There is an opportunity to re-imagine the physical office environment to drive business growth, employee engagement, collaboration, innovation and, ultimately, productivity. Today's organisations can transform their workplaces by investing in technology, creating alternative workplace solutions for employees and connecting the workplace design to the organisation's mission and brand. This paper explains some of the critical steps to getting there. Through re-calibrating office strategies and designs and reducing office costs, organisations are able to redeploy valuable resources into human capital and technology to deliver productivity gains.
Every day for the rest of your life: Bringing a new metal to the bridal jewellery market
Authors: Scott Daniel J.
Published: July 2024

This paper reviews the ‘rush to market’ success of a new metal targeted at bridal consumers. It showcases how proper product (and competitor) facts positioned strategically will provide strong net gains. By monitoring social media platforms, bloggers and influencers were found to be manifesting organically. Online and in-store brand ambassadors started to combat brand challenges on a local to global level. In some respects, they evolved into unpaid, ‘field marketing representation’. Proper monitoring in this situation allowed the team to learn from these modern-day focus groups and make a beeline to brand victory.
Smart partnering: The next evolution in the post-trade space
Authors: Brown Philip
Published: July 2024

The financial services industry is undergoing a period of unprecedented change as it adjusts to the banking crisis of 2007–08 and its ongoing aftershocks. An imminent wave of new legislation and regulatory initiatives is already reshaping the industry, especially for institutions and infrastructures in Europe. Investment budgets are being largely consumed through the need to ensure regulatory compliance, leaving little for product innovation and development. In particular, the advent of new capital and collateralisation regulations has exposed the high proportion of market players without sufficiently sophisticated collateral management systems to handle the new requirements efficiently. This new environment will be more competitive, and a previous tendency to buy in scale through mergers and acquisitions (M&A) has become problematic for anti-trust authorities and has shown itself to be costly, often failing to create promised shareholder value. This paper argues that ‘smart partnering’ is a better strategic solution to building and sustaining competitive advantage in the current climate. The complexity in today’s financial markets means it is not feasible for suppliers to self-manufacture every product and service for their clients. Specialising in products that differentiate and then creating partnerships with other suppliers with particular expertise can result in a win-win situation for all counterparties involved.
How technology is causing an evolution and revolution in media
Authors: Schlickum Caspar
Published: July 2024

Programmatic advertising is seeing incredibly rapid growth, representing around half of digital ad spend in both the USA and UK, and still growing. This paper explores the opportunity and risks, defining what programmatic trading is and how it is helping advertisers deliver better targeted campaigns. It explores the vital importance of data and the potential applications of data in programmatic advertising through the use of data management platforms, but also cautions against equating programmatic advertising with full automation, given the inherent sensitivities and risks of the media buying process. The author argues that this evolution of the media landscape must involve both technology and people, with new skills demanded for the programmatic age.
Fintech and the future of securities services
Authors: Campenon Bruno
Published: July 2024

Looking ahead, financial markets will continue to undergo profound changes,
owing in no small part to the perpetual growth of knowledge sharing and
globalisation that has helped to define the millennium years. For
securities-services providers, the pace of this change will accelerate with
increased consolidation, pervasive regulatory mandates, as well as greater
technological innovation. Indeed, the rapid expansion of financial technology
services — or fintech — will play a lead role in this ongoing evolution, as
the emergence of newer, more disruptive vehicles such as blockchain
streamline the business of custody, clearing, settlement and other post-trade
operations as never before. Along the way, providers will find it necessary
to have an increasingly multi-global as well as multi-local presence;
meanwhile, resources like capital, li­quidity and collateral will continue to
be closely monitored, compelling providers to be more selective while
focusing on growth and market expertise. In an increasingly competitive and
globalised environment, innovations such as blockchain’s decentralised master
ledger could serve as a stepping stone to a far more streamlined
securities-services business in the years to come.
Balancing the art and science of fundraising: An artistic approach to establishing and maintaining successful relationships with donors
Authors: Gabbert Jeri Pat
Published: July 2024

This paper discusses the shift in the higher education landscape which has placed an increased emphasis on philanthropy to fill the gap left from decreased state appropriations and fewer tuition dollars. The paper discusses how, in order to maximise fundraising outcomes, institutions must invest in their advancement operations and ensure they are appropriately staffed to raise major gifts, with a key focus on hiring and retaining front-line gift officers. Accomplished fundraisers can effectively balance the art and science of the profession. They utilise scientific research and data-driven analytics to drive strategy and prioritise donors as a basis to artfully navigate conversations with donors. This paper emphasises the importance of establishing and maintaining relationships with donors in order to optimise fundraising outcomes, successful fundraising professionals apply the artistic elements of emotional intelligence, versatile communication, listening and planning in their personal interactions.