bluuebunny/crossref_metadata_2025 huggingface dataset:
Why brands looking to stand out should look to stand-ups
Authors: Kessler Leigh , Robins Steven F.
Published: July 2024

The authors met when they were both standup comedians, and they soon realised that they also had branding in common. After spending their adult lives achieving success in both, they have concluded that they are essentially the same thing. That is what this paper is about. Whether you are branding yourself as a stand-up or your self, product or service for business purposes, if you can communicate your unique capability and your passion to innovate around that capability, and if there is a demand in the marketplace for that capability (whether the market knows it yet or not), you have a formula for success. But if you cannot articulate and communicate it in a clear and confident voice that feels unique, authentic and desirable, then you cannot transcend the noise to even be considered by your buying audience. Stand-ups understand better than anyone else how to deliver a unique, differentiated message around their authentic passion and capabilities. It certainly applies to Jerry Seinfeld and Aziz Ansari, #7 and #49, respectively, on Rolling Stone Magazine’s Top 50 Stand-up Comedians of all Time (Love, M. (2017) ‘50 best stand-up comics of all time’.1 And it also applies to ‘Wow’ ideas with billion-dollar valuations and carefully calculated grabs of market share that facilitate incremental growth — like Dollar Shave Club and BioTrue Contact lens solution. All four are market leaders who broke out by adhering to an authentic and differentiated offering driven by passion and capability. This paper explores how.
Expansion into private markets fuels outsourcing demand
Authors: Moran Kevin
Published: July 2024

As cost and performance pressures continue to escalate, traditional and alternative asset managers are looking for ways to drive growth. In many instances, this is being achieved via product diversification. For example, there is an abundance of long-only and hedge fund managers launching private equity, private debt or even infrastructure products. Although diversification or hybridisation does have strategic advantages, it only works if the process is well thought through. Accordingly, investment firms need to think carefully about how they structure their operations when moving into the highly esoteric world of private markets. A sensible approach to outsourcing will therefore be necessary if managers are to achieve reduced costs, risk mitigation and performance enhancements.
Multi-touch attribution: A case study in automotive media optimisation
Authors: Prantner Jonathan
Published: July 2024

Multi-touch attribution is a foundation of proper reporting and media optimisation. In the absence of e-commerce, an alternative to direct sales must be developed in order to properly value the credit of each visitor touched by media. This paper uses an automotive marketing case study to illustrate how a Markov-based approach to attribution can be applied to customer digital interactions to form a causal relationship with sales. Once the relationship between consumer digital behavioural data is combined with the brand’s media executions, media optimisation including saturation analysis is enabled.
Investigating potential violations of law, responding to whistleblowers and mitigating associated ethical dilemmas
Authors: Bondi Bradley J. , Chryssikos Paul T. , Wheatley Michael D.
Published: July 2024

Financial companies and companies with a global footprint face increased regulatory risks and must respond appropriately when faced with suspected misconduct. A company’s response to suspected misconduct is crucial, because an inappropriate or insufficient response could expose the company, its directors and its management to regulatory enforcement actions, private civil litigation and reputational damage. Often, a company’s response includes conducting an investigation led either by management or by an independent committee of the board of directors. This paper discusses relevant considerations and general best practices for investigating suspected misconduct, including guidance for determining when a legal department should recommend that an independent committee of the board of directors conduct an independent investigation. This paper also discusses how to respond to whistleblowers and ethical issues that commonly arise in internal investigations.
How graphs help marketers get super slick on user data
Authors: Eifrem Emil
Published: July 2024

The paper discusses why and how brands need to embrace ‘Recommendations 2.0’ in the shape of highly-personalised data-driven digital brand experiences. Amazon has demonstrated the value of being able to predict what else customers might want to buy, by analysing online sales data. This is a lesson that any brand wishing to survive needs to learn — and apply. However, the retail, banking and services arena is getting increasingly competitive — and Recommendations ‘1.0’ does not suffice. The paper will argue that AI-based shopbot-styled recommendations, or ‘Recommendations 2.0’ is the approach now needed. Examples of intelligent recommendation technology across a wide range of industries will be considered, notably, Google Assistant’s eBay’s AI-based shopbot and augmented reality e-marketing agency Quander. The paper will conclude that to improve meaning and precision requires richer context, which is what AI-enriched applications such as chatbots or augmented reality e-marketing provide, and graph database technology is the way to make this available for the retailer and service provider.
Urban regeneration: An approach to strengthen the social infrastructure of deteriorated areas
Authors: Hakim Media , Roshanali Fatemeh
Published: July 2024

This paper discusses the methods of public participation in the urban regeneration of deteriorated areas, in which a participatory intervention is designed according to the initial scope of capacity building. It examines a variety of challenges and shortcomings with various features, which can be highlighted in deteriorated urban areas in relation to past and present interventions. Given the level of the problems, prioritising their features can be said to play an integral role in the intervention. This study seeks to demonstrate an intervention model based on a participatory regeneration that can strengthen the social infrastructure of society to meet the challenges of their neighbourhoods. A qualitative methodology was used for this study. The results of the study show that a variety of problems can contribute to various participatory interventions and principles in deteriorated urban areas. In addition, the amount of public participation in this process can play a key role in slowing down the deterioration cycle.
The 4th dimension = Meanwhile London
Authors: Dutton Clive , Armstrong Deborah
Published: July 2024

This paper examines how meanwhile uses can benefit the regeneration of towns and cities, with particular reference to an example in east London
Case study: In-store display and visual merchandising analytics
Authors: Angel Gary
Published: July 2024

In this project, video and advanced machine learning were used to analyse shopper behaviour in a key display area at multiple locations of a multi-billion-dollar retailer. The goal was to understand the volume of shoppers using the area, engagement with the displays, and whether the displays generated product interactions and takeaways. In addition, the system was used to design and support an aggressive testing programme to optimise the display area. Measurement answered the usage questions and revealed obvious opportunities for improvement. Structured testing revealed that the geometry of the area heavily impacted usage and engagement, that shopper flow was strongly influenced by changing the density and alignment of the features, and that there were opportunities for improving product mix and layout. As the purpose of a store is to get shoppers’ eyes and hands directly on product, the ability of product displays to attract and engage shoppers is critical to retail success. Like many aspects of physical retail, however, merchants have little visibility into the success of any given display and insufficient measurement to drive testing and improvement programmes. This case study shows how measurement and testing in display has become possible using people-counting technologies.
Tracking website data with Google Tag Manager
Authors: Silverbauer Joshua
Published: July 2024

Google Tag Manager has revolutionised the ability of marketers to track virtually anything on a website. This software serves as a powerful data collection tool — but with so much information available, how does a company decide what is worth tracking; what are the privacy implications of tracking such information; and once users have this data, how do they interpret it? Using strategic data collection techniques, marketers can build powerful analytics systems that provide rich insights into user activity, engagement and customer success.
Rethinking urbanism in Doha : The Qatar National Museum transit-oriented development
Authors: Al Fadala Eman Saleh , Furlan Raffaello , Awwaad Reem , Marthya Khalida Lifam , Osman Tagwa A. A. , Al-Matwi Rashid
Published: July 2024

The urban environment of Doha has witnessed a remarkable transformation during the past few decades, which has been triggered by economic growth due to oil and gas revenues. Doha has attracted foreign investment to participate in the urbanisation of the city, specifically in the construction of the smart public transport system (ie Bus Transit [BT], Lusail Light Rail Transit [LRT] and the Doha Metro). As a result, mega projects and transit villages were developed along the public transport system, especially around the major metro stations. These developments align with the national development strategy defined in the Qatar National Vision 2030 (QNV-2030). This research investigates the development and implementation of transit villages around the transit systems (also known as the transit-oriented development [TOD]) at the Qatar National Museum (QNM) metro station in Old Salata neighbourhood. The research design focuses on: (i) a review of the relevant literature; (ii) the site analysis; and (iii) the generation of an integrated strategy for the development of the transit village of Old Salata. The proposed master plan for QNM TOD is supported by the need for preserving the architectural heritage, through a compact and mixed-use urban form, where multimodal transport systems, green spaces, public amenities and a pedestrian-friendly environment are provided. In turn, the insights from this investigation will contribute to the implementation of an urban planning approach for shaping a liveable community in Doha.
Designing cultural products for Asian–American consumers: A conceptual framework
Authors: Kim Yuna , Chen Steven
Published: July 2024

Asian–Americans are the fastest growing ethnic segment in the USA and have the strongest purchasing power among all cultural segments. Consequently, many companies have turned their marketing efforts towards the emergent Asian–American market. However, most product managers lack understanding of the cultural intricacies within this ethnic segment, which can lead to missed opportunities and product failures. This paper develops a conceptual framework to capture some of the heterogeneity within the Asian–American market and offer guidelines on how to effectively design cultural products that resonate with different Asian–American consumers. Specifically, the authors categorise Asian-American consumers based on their acculturation level (low acculturation, bicultural identification and high acculturation) and show how consumers with different acculturation levels may vary in their response to localised or de-ethnicised product strategies.
Know your data: Improving an anti-money laundering programme with dedicated data management
Authors: Galow Drew , Wright Sara
Published: July 2024

Data is gathered, stored and analysed across the globe in every size business and industry faster than it ever has been at any point in human history; the velocity of data at a financial institution is no different. A financial institution’s anti-money laundering (AML) programme needs to equip itself to use this data to their advantage. A dedicated team must be formed to gather critical data for the programme. This team should focus on storing, mapping, evaluating and remediating the programme’s required data. This team can strengthen an AML programme’s base of data and information and, in turn, help the programme effectively and efficiently manage risk. With this base of quality data, the programme can tackle more advanced analytical tasks and use data to drive decision-making, ultimately leading to an efficient, innovative and compliant programme that helps it accomplish its primary job, identifying potential bad actors in the financial system.
Certainty of clearing: Creating a credit-checking tool for OTC derivatives
Authors: Williams Jon
Published: July 2024

As regulation moves the swaps markets toward mandatory clearing, participants need an efficient real-time solution to confirm buy-side participants have sufficient credit with their clearing members to ensure their trade will clear. There are several ways that this process, known as ‘certainty of clearing’, can take place The author believes that the ideal way to achieve certainty of clearing is to do the credit check on the trade execution platform itself, by using a flexible hybrid combination of ‘ping’ and ‘push’ protocols. The electronic venue receives uploads of credit limits (push) from the clearing member for a given buy-side customer at the beginning of the trading day, and the clearing member is notified (ping) once the client reaches a pre-set tolerance limit (for example, at 75 per cent). The limit stored within the venue then can be adjusted if the clearing member wishes to do so. Since some execution venues, such as Tradeweb, already have relevant infrastructure, connectivity and relationships, they are well positioned to lead in the provision of pre-trade credit-checking technology to the industry.
A legacy of publications: Case study of the NIST Technical Series publications digitisation project
Authors: Bucher Katelynd
Published: July 2024

In a world with digital information at users’ fingertips, print materials are often brushed aside as relics of the past. The National Institute of Standards and Technology (NIST) Information Services Office (ISO) is digitising the agency’s legacy published content in order to preserve it and make it available to a broader user base. This activity supports ISO’s mission to create, maintain and disseminate a knowledge base that supports NIST scientific, engineering and technical research. This paper examines the evolution of the process to digitise and preserve NIST’s legacy technical reports and publications, from its inception and implementation to its current workflow and future goals.
Act today: transform tomorrow: How a legacy appeal at Loughborough University had an unexpected legacy of its own
Authors: Third Rachel
Published: July 2024

Over six months in 2016, Loughborough University in the UK nearly doubled the number of alumni pledging to leave a gift to the university in their will, using little more than an in-house alumni survey, three telephones and a back-to-basics, people-focused philosophy. The mini-campaign cost basically nothing beyond staff time. The principle was to get the fundraisers themselves — not a student-calling team or a third-party telephone marketing agency — to pick up the phones for a calling campaign to speak directly to a warm segment of alumni about their wills. They expected, rightly, that putting one-to-one human interaction back at the heart of legacies would yield admirable financial results. What they did not anticipate was that the exercise would be the catalyst for a permanent culture change, coming at a critical time for the newly created Philanthropy Office. Fundraisers at all levels of experience redeveloped a hunger for ‘relationship fundraising’. Against a backdrop in the UK in 2016 of a national loss of public trust in charities and a media furore on some questionable yet widespread fundraising practices, the experience transformed and re-energised the team, many of whom were at risk of becoming distanced and disillusioned by the same transactional mentality in fundraising that had led to a national crisis of confidence in fundraising in the UK.
Museums for urban regeneration? Exploring conditions for their effectiveness
Authors: Plaza Beatriz , Haarich Silke N.
Published: July 2024

The traditional mission of a museum is essentially cultural. This is not so for all museums, however. There are a minority, although universally famous museums, such as the Tate Liverpool, the Guggenheim Museum Bilbao, the Tate Modern London or the new forthcoming Louvre-Lens (France), Pompidou-Metz (France), Guggenheim Hermitage (Lithuania) and Guggenheim Abu Dhabi (United Arab Emirates), whose principal aim is the reactivation (and/or diversification) of the economy of their cities. These strategies are expensive and have a very high operative risk. The aim of this paper is to shed light on the different factors and conditions that determine the degree of success or failure of global art museums used as urban economic reactivators.
Collaboration is the number one strategy for reaching ‘bottom of the pyramid’ customer segments in emerging global markets
Authors: Kolah Ardi
Published: July 2024

At a time when globalisation has become a buzzword for brand owners looking for expansion across a wide range of markets, the center of gravity for these brands has begun to shift. Today, global brands need to collaborate with established local providers in order to achieve their market aspirations. Brand owners must now pursue strategies that are based not on disruption but rather collaboration and not assume that sales and marketing strategies that are tried and tested in other markets will necessarily be received in the same way, particularly when reaching large numbers of so-called ‘bottom of the pyramid’ customer segments in developing markets.
From risk management to ERM
Authors: Rochette Michel
Published: July 2024

At one point in time, there was self-insurance. Then came risk management. Now comes the era of enterprise risk management (ERM). Traditional risk management will always be necessary, but ERM will complement existing risk activities by extending the field to cover all core risks as well as emerging and strategic opportunities, because without taking risks, organisations gain no value. In addition, ERM will be taken seriously by financial participants and stakeholders if an organisation has a risk champion in the guise of a CRO, an emerging C-level position with its own set of requirements and proper training. This paper will present the main elements of an ERM framework and characteristics of different types of ERM. It will elaborate on the main roles and responsibilities of a CRO along with potential designations that would contribute to making the position fully valued and recognised by society.
Global transaction services and the appeal for banks in ‘getting back to basics’
Authors: Lavayssière Bertrand , Vergne Christophe
Published: July 2024

This paper looks at the renewed appeal of Transaction Services (primarily payments services, cash management and trade finance, sometimes along with cards issuing and acquiring and securities services) as a source of relatively stable fee-based revenues for banks, and explores the key success factors for market leaders. The appeal of Transaction Services has grown in the aftermath of the financial crisis, which has left banks with less appetite and capacity for volatile and risky businesses, and a greater need to attract and retain deposits. Not all banks, however, may have given Transaction Services due attention in the past, so it may be harder for them to capture the benefits now. Scale is critical, along with a steadfast commitment to investing in the business and developing its products, services and capabilities. But the benefits for those that succeed are evident, in terms of profitability, the overall health of the banking company and the contribution to sustained client relationships. This paper and its conclusions are adapted from the World Payments Report 2009 from Capgemini, the Royal Bank of Scotland and the European Financial Management & Marketing Association (EFMA). Included are some proprietary performance analyses of the Global Transaction Services (GTS) divisions of banks, and a ‘mapping’ of existing GTS organisational types.
Virtual currencies and distributed ledger technology: What is new under the sun and what is hyped repackaging?
Authors: Leinonen Harry
Published: July 2024

Virtual currencies and distributed ledger technology are today ‘hype’ issues in payment developments. However, a considerable number of elements in these development proposals seem to be repackaging old solutions. This paper analyses distributed ledger technology and virtual currencies based on a general framework for funds transfer systems. The main conclusions are that distributed ledger technology can provide increased efficiency and security in ledgers, which today are already distributed, like those custodian systems used for book-entry shares and bonds. However, virtual currencies constructed as non-redeemable and non-interest-bearing bearer bonds will probably have major difficulties in finding long-term market demand. One interesting observation is also made concerning the possibility for the markets to move towards a unit of account (currency) based on a basket of real assets instead of fiat currencies.
Avoiding the pitfalls of enterprise risk management
Authors: Bates Leigh
Published: July 2024

Based on the findings of the recent Economist Intelligence Unit report into how financial institutions are reinforcing the risk management capabilities in response to the global financial crisis, the author identifies three of the gaps and weaknesses that the report highlights: complacency in institutions' internal culture, lack of joined-up risk management across business units and inadequate methods and levels of data management and assessment. The paper considers each of these issues in turn, as well as how they can best be addressed.
The need for greater focus on non-traditional risks: The case of Northern Rock
Authors: Sampath Vijaya
Published: July 2024

This paper highlights the importance of managing and mitigating non-traditional risks such as reputational and strategic risk in the context of enterprise risk management. A case study approach is adopted to illustrate this issue, showing how the UK bank, Northern Rock, which recently suffered a dangerous run, was mired with reputational risk right from its inception, and had a business model that assumed ‘dominant logic” and neglected potential risk elements. The paper argues that, due to the paucity of available data, measurability and knowability, non-traditional risks need immediate and constant attention. Unlike conventional risks, they cannot be modelled to esoteric limits with the help of computers. The combination of ignorance and a poorly structured approach to risk accentuates traditional risks such as market, credit and operational risk and cumulatively worsens the consequences.
Lessons from Germany for levelling up in the UK
Authors: Hill Fiona
Published: July 2024

This paper suggests how lessons from Germany’s national-level, comprehensively focused place-based regeneration (or levelling up) efforts could be applied in the UK. It draws the direct linkage between spatial inequality and the decline of large-scale heavy manufacturing industry at the end of the 20th century in Germany and the UK. It also posits that rapid deindustrialisation, poor-quality education and other indices of poverty and economic inequality have fuelled political fragmentation — including loss of public trust in government, national and civic institutions — in both countries. The paper explores and compares two sets of German redevelopment efforts over time, in the industrial heartland of the former West German Ruhr region and across the former East Germany, to assess their impacts on reducing political polarisation as well as bolstering redevelopment. It highlights which elements of these efforts have been most successful and why. The German experience, as described in the paper, clearly demonstrates that it takes decades to achieve measurable positive economic outcomes from redevelopment programmes. Political outcomes can also be mixed, even negative, if grassroots sentiment and public well-being are ignored or discounted in the process. In the former East Germany, despite huge transfers of development funds, grievances rooted in the economic and political dislocation of German unification in the 1990s have fuelled anti-establishment politics. The paper also examines how grassroots, philanthropic and private sector actors work alongside regional and federal governments in Germany in shaping positive political as well as socio-economic outcomes and how this might be most effectively adapted for the UK.
Where mobile fits in the marketing funnel sandwich
Authors: Even Alon
Published: July 2024

With the rise of mobile comes the struggle to find its place in the marketing mix. The purpose of this paper is to show how mobile devices are quickly becoming a marketer's avenue of choice for connecting with users in the sales funnel, and the different tactics used to convert them into customers while keeping them engaged and increasing their retention rates. The paper covers how, by using the various monitoring features of visual mobile analytics, marketers can come to an understanding of the 'why' behind user actions, and optimise their mobile app mid-funnel. This monitoring process needs to be conducted from day one in order to optimise the various touch points of an app, as well as, for example, their timing to get messages across to users. By using this paper and the examples it provides as a guide, it is sure to bring you some insight as to where mobile fits into the larger marketing picture.
Addressing the skills gap in regeneration and economic development in Cumbria
Authors: Peck Frank , Bell Flo , Black Lucy
Published: July 2024

There has been considerable discussion recently regarding processes by which regeneration practitioners acquire the skills and knowledge necessary to innovate in the delivery of the sustainable communities agenda. This paper highlights some key literature regarding how knowledge is developed and shared and the role of networking in disseminating such knowledge. The findings of a ‘skills audit’ conducted in Cumbria in the North West of England are used to illustrate the ways in which local institutional structures and partnership arrangements can enable or inhibit processes of knowledge exchange. Although ‘skills gaps’ are identified, issues related to the coordination of projects are also noted. Evidence indicates that the acquisition of ‘tacit knowledge’ through interacting with others in networks is recognised as an important mechanism for enabling innovation by removing the obstacles to knowledge exchange created by institutional barriers.
Methods and systems for cross-channel media asset management processing and delivery
Authors: Nishri Ariel
Published: July 2024

Preparing and delivering digital video to an ever-growing number of platforms and screens is becoming a daunting task. Asset processing, the number of required formats and the tools required to do the job are rapidly growing in numbers and levels of complexity are constantly on a rise. While many content owners are facing the same problem around the world, the solution is often manual or at best lightly automated. This article describes a method of seamless content ingest, processing and independent platform asset delivery automatically invoked by an analysis of a media grid/playlist; thus presenting a single process for the preparation of content for TV broadcasting and additional screens (OTT/VOD, etc).
How Hewlett-Packard used lessons from its response to SARS to develop a pandemic flu preparedness programme
Authors: Hollands John , Lauriola Rita , Jaffer Mehboob
Published: July 2024

Several high-profile crises and emergency situations in recent years have required Hewlett- Packard (HP) to put its emergency preparedness response and recovery (EP&R) programme into practice. This paper will outline HP’s experience of dealing with the SARS crisis that hit Toronto in 2003 and will serve as a framework for organisations that are now developing their plans for dealing with a potential influenza pandemic. The paper will also touch on the factors that drove HP to develop its EP&R programme using a management system approach.
Combining forced residential relocation with supportive services: What can Dutch housing associations learn from the American HOPE VI programme?
Authors: Curley Alexandra , Kleinhans Reinout
Published: July 2024

Urban restructuring programmes targeting distressed-poverty neighbourhoods have broadened their approach in recent years to address not only physical problems, but also social issues of individual residents. These programmes often include forced residential relocation, due to demolition of public or social rented housing. This paper identifies key parallels and differences in the combined urban restructuring–social service and support approaches employed in the US and the Netherlands. Within the context of forced relocation, important lessons are highlighted, learned from the US HOPE VI programme, which are relevant for advancing the development of the recent ‘behind-the-front-door’ approach in the Netherlands and beyond. Six significant issues are discussed which have key management implications for housing associations taking this approach: the challenges presented to housing associations as they assume the dual role of housing manager and service provider; the importance of offering services beyond the time limits of relocation; the necessity to balance the location and mobility of new services; the complexity of acquiring and maintaining trust and confidentiality among residents; the challenges of determining appropriate programme goals and overcoming fundamental obstacles to progress; and the crucial role of evaluation and research in developing, implementing and improving such complex initiatives.
Selecting and understanding aviation security systems: Cutting through the marketing hype
Authors: Fulghum Hunter S.
Published: July 2024

The introduction of new, advanced security technologies into the airport market has led to greater confusion, expense and complexity in the delivery of a safer, more secure environment for passengers and stakeholders. Many new technologies and capabilities have been introduced and sold, largely on the appeal of being high-tech and cutting edge, while the true costs, challenges, practicalities and difficulties in implementation and delivery are obscured or omitted. This is further complicated by a reduction in professional, expert support, oversimplified procurement practices, and an emphasis on staying current or even cutting edge. Airport operators and security professionals can avoid costly disappointments by better understanding the true capabilities of many of these technologies, and taking a step back to look at the broader picture, from operational concepts to the actual delivery of the security service and systems.
How disruptive are FinTech and digital for banks and regulators?
Authors: Nuyens Hedwige
Published: July 2024

This paper investigates how disruptive FinTech and digital are for banks and regulators. Banks have always made use of new technologies to deliver banking products in more effective ways. This process continues today. Technological change not only results in more risk such as cyberattacks and money laundering, but also opens up new opportunities for banks and their customers. Banks have adapted their business models accordingly. They partner with FinTech to develop and deliver new technologies. Regulators and supervisors change as well, moving gradually in the FinTech space, helping them to develop their activities and starting to regulate their services. So even though FinTech and digital can be disruptive indeed — both for banks and regulators — they also create a new cross border ecosystem whereby banks and tech companies interact and compete, while regulators and supervisors adapt their oversight, leading to better financial services for customers and higher added value for society, provided that a level playing field is ensured.
Wearables and financial services: An example of channel innovation and the internet bank of things
Authors: Gaynor Robb
Published: July 2024

Wearables are here to stay and the lessons they can teach us will guide us into the future of banking. This paper will show that financial institutions must embrace the wearables market in order to build engagement with customers and strengthen the bank's digital strategy. Wearables are a departure from legacy self-service channels such as internet and mobile banking, representing a new frontier where banks serve customers through all types of devices. Smartwatch-based banking has demonstrated that wearable technology makes banking convenient for customers, which benefits both consumers and businesses, and it has become vital to early adopters. This is the time for bank executives to become adept at channel proliferation while ensuring they have the systems and staff to support it.
Transfer pricing for inter-company services: What corporate executives and practitioners should know
Authors: Curtis Stephen L.
Published: July 2024

Compliance with corporate tax rules rarely requires the involvement of executives outside the tax department. But for multinational enterprises, one area of corporate tax compliance that does require such attention is transfer pricing — specifically for inter-company services. From the chief executive to engineers on the manufacturing floor, the transfer pricing rules in the US and most developed countries require that their activities be tested according to local corporate tax and transfer pricing rules and regulations, to support the deductibility of their costs in either domestic or foreign locations. The testing process often involves fact gathering and analytical techniques that typically require the involvement of senior corporate executives to document how their efforts benefited either domestic or foreign business operations. Failure to prepare this analysis adequately can create significant tax risk for the enterprise and loss of deductibility for these expenses. It is therefore important that corporate executives have some awareness of international transfer pricing compliance requirements for their activities, and the implications for the enterprise. Corporate treasurers and tax and financial managers should also understand the techniques of transfer pricing compliance for services, and how these techniques can affect the enterprise’s financial position and tax examination risk. The views expressed herein are those of the author and do not necessarily reflect the views of Ernst & Young LLP or any other member firm of Ernst & Young Global Limited.
A dashboard for measuring capability when designing, implementing and validating business continuity and disaster recovery projects
Authors: Sheth Sandesh , Mchugh Joseph , Jones Freyae
Published: July 2024

This paper proposes an approach for designing a business continuity management system (BCMS) dashboard constructed using resiliency capability levels. The dashboard ensures the ability to track and baseline the present capability level and focus on the activities that would help leapfrog into the higher capability levels; it also provides guidance for governance. The model is based on the building blocks of a comprehensive BCMS and SMART maturity levels (ie specific, measurable, achievable, realistic and time-bound). In terms of principles of maturity, the dashboard draws its inspiration from the Software Engineering Institute's capability maturity model. However, the commonalities end there, as the components of a BCMS are different from those of software development. This customer-centric paper addresses the need of professionals who are entrusted with developing, implementing and validating business continuity and disaster recovery plans. The paper does not address the technologies used for backing up and recovering systems, platforms, databases and applications or the contents of a business impact analysis survey, risk assessment, vital records plan, emergency response procedures, disaster recovery plans etc.
Customer insights that matter
Authors: Macinnis Debbie
Published: July 2024

Marketers realise significant benefits such as greater sales, reduced marketing costs, higher profits, more lucrative salaries and enhanced influence within their organisation when they understand customers. To reap these benefits, marketers need customer insights: how customers think, how they feel, how they behave and how they are changing in response to evolving marketplaces. Marketing’s role in research is imperative, since marketing represents the voice of the consumer within the organisation. The best research-derived insights are realised when marketers have thought through the following questions before data is collected: 1) is there a clear and specific research question?; 2) which customers are most relevant to the research question?; 3) has this question been answered before (in the academic literature, industry/consulting reports, within my own company)?; if not, 4) which research methods and measures should be used; 5) where should one start in the research process?; and 6) what is optimal? This paper addresses each question.
Are traditional buildings really carbon villains? Why it matters when insulating solid walls
Authors: Rye Caroline
Published: July 2024

This paper address the accusation that traditional buildings are energy inefficient, particularly with regard to the heat loss of solid walls. It compares measured and calculated U-values for these solid walls and discusses the discrepancy found between them, where measured U-values identify lower heat loss than conventional estimates. The paper looks at the implications of this with regard to broader energy assessment methods and how this may reconfigure assumptions of energy performance for traditional buildings. It also seeks to explain the importance of accurate heat loss assessment for solid walls in relation to retrofitting or refurbishment, particularly in the light of risks from moisture.
Critical factors underlying airport surface accidents and incidents: A holistic taxonomy
Authors: Wilke Sabine , Majumdar Arnab
Published: July 2024

The steady growth in air traffic has been one of the major features in transport over the last 50 years and forecasts indicate a further growth for at least the next 20 years. In addition to problems associated with congestion and delays, this growth has considerable safety impacts. One major area highlighted by a number of aviation authorities is that of airport surface safety, in particular runway and taxiway safety. Although previous and current initiatives increasingly emphasise the topic, surface safety is rarely considered in an integrated manner and is characterised by the split in attention to various aspects of surface safety of the different aviation stakeholders. In particular, a holistic taxonomy for the critical factors underlying airport surface accidents and incidents is missing. This paper introduces a new methodology for the development of a holistic taxonomy. A global perspective, in terms of organisations, is taken. The methodology incorporates the findings from the subject matter literature with an analysis of safety data, an airports survey, and interviews with subject matter experts (SMEs). The viewpoints of all aviation stakeholders involved in airport surface safety occurrences are considered. Through the combination of the different research methods, the taxonomy appears to be more robust than existing approaches.
Improving ambulatory patient access through strategic reorganisation and implementation of innovative ambulatory care best practices
Authors: Stevenson Maureen , Hazard Jessica
Published: July 2024

John Muir Health, a large health system in northern California, struggled with a complex practice management structure that lacked role clarity and core positions, making it difficult to bring about positive change within the ambulatory setting. As part of a broader, strategic partnership to improve operations and deliver healthcare, health system leaders partnered with Optum Advisory to reorganise the practice management structure and optimise primary care patient access. Across its duration, the partnership improved access within primary care while reducing the administrative burden on providers through care team redesign, and with a new structure, physicians received administrative clarity and practice managers have leaders providing support for access, project management and innovation. These changes led to greater innovation and efficiency, resulting in higher satisfaction for patients, providers and staff. Optimising access and productivity, John Muir Health primary care practices have decreased the amount of time it takes for patients to get into the practice, increasing the overall number of patients they have been able to see. In addition, centralised prescription refills have allowed patients to receive their medications quicker while enabling physicians to concentrate on direct patient care. The overall result has been less administrative burden for providers and staff, allowing for more top-of-licence work and time with patients.
Implementing a social media policy in a traditional media company: Case study of TC Transcontinental
Authors: Denault Jean-Francois , Jodoin Hervé
Published: July 2024

Since the advent of social media, companies have been concerned about their employees’ online communications. While some have had favourable experiences, some negative stories have adversely affected corporations, encouraging them to guide employees better through social media policy. TC Transcontinental, a major Canadian media company, had to implement such a policy for its 9,500 employees. Traditionally a print company, its move towards online media was also pushed by an increasingly savvy workforce. This paper will examine the origin of the company’s social media policy before discussing its implementation process and examining its control mechanisms. The paper finds that the central element in setting up the company’s guidelines was to create them as a complement to their existing corporate culture and ethical guidelines.
Three lines of defence — is it the right model?
Authors: Turner Donna
Published: July 2024

Despite the plethora of legislation, regulatory requirements and industry guidance that financial institutions need to follow, there is an ever-increasing number of scandals involving risk management, governance and compliance failings. Each time a scandal hits the headlines, supervisory bodies, and organisations themselves, consider how to respond and further strengthen the control environment and enhance policies and the related procedures to prevent the same or similar instances occurring. This paper describes the Three Lines of Defence model within financial organisations, considers the Wells Fargo customer account fraud scandal and the departure of Citigroup’s Chief Risk Officer and debates whether the revisions to the Three Lines of Defence model proposed by the Institute of Internal Auditors will strengthen the risk and compliance frameworks within organisations and provide a more robust system of corporate checks and balances, endorsed by both the industry and the regulators.
Leveraging disaster recovery in the cloud as a cloud migration path: A case study
Authors: Jasgur Cary
Published: July 2024

Over the years, the ‘cloud’ has gained increasing traction in assisting organisations to become more resilient. Building on such successes as migrating office applications using Office 365, organisations are now looking to move disaster recovery to the cloud as a viable solution to protect critical applications at the time of disaster. This paper explores one organisation’s journey through the maze that is disaster recovery cloud deployment. Using a case study format, it will explore the organisation’s previous experience with cloud applications, the challenges it faced, the solutions put in place to address those challenges, the results of the deployment, the risks, and finally the benefits of the solution going forward. Finally, the paper will walk the reader through the ten steps that an organisation should take to move its own disaster recovery environment to the cloud.
Cyber risk from a chief risk officer perspective
Authors: Grobler Jaco
Published: July 2024

This paper provides a high-level overview of the important aspects of cyber risk management of relevance to a chief risk officer (CRO). The paper provides an overview of practical aspects to consider without going into low level technical detail. The paper also covers some of the key areas of development that must be considered in order to improve maturity of cyber risk management.
Physical security and IT convergence: Managing the cyber-related risks
Authors: Mccreight Tim , Leece Doug
Published: July 2024

The convergence of physical security devices into the corporate network is increasing, due to the perceived economic benefits and efficiencies gained from using one enterprise network. Bringing these two networks together is not without risk. Physical devices like closed circuit television cameras (CCTV), card access readers, and heating, ventilation and air conditioning controllers (HVAC) are typically not secured to the standards we expect for corporate computer networks. These devices can pose significant risks to the corporate network by creating new avenues to exploit vulnerabilities in less-than-secure implementations of physical systems. The ASIS Information Technology Security Council (ITSC) developed a white paper describing steps organisations can take to reduce the risks this convergence can pose, and presented these concepts at the 2015 ASIS/ISC2 Congress in Anaheim, California.1 This paper expands upon the six characteristics described by ITSC, and provides business continuity planners with information on how to apply these recommendations to physical security devices that use the corporate network.

1Thayer, R., Martin, R., D’Agostino, S. and McCreight, T. Information Technology Security Council Series: Addressing Cyber Security Concerns in Physical Security, ASIS/ISC2 Annual Seminar and Congress, Anaheim California, Session 3209, 29 September 2015.
OK Google, what is the future of voice in banking?
Authors: Moysan Yvon
Published: July 2024

The adoption of voice and the multiplication of use cases in the banking sector are encouraged by the emergence of new technologies that have reached maturity (artificial intelligence (AI), voice synthesis, voice biometrics, etc) and by the expansion of the market for connected devices (smartphone, watch, speakerphone, etc). USA, India and China are among the leading markets. In the USA, roughly 1 in 4 adults now owns a smart speaker. In India and China, nearly 80 per cent of their populations have adopted voice technology. The banking and insurance sectors have several players in the field of digital voice technology, including American Express, Capital One, JP Morgan and Bank of America. This paper discusses two strategies which are used by these actors: the first is to offer its services on a new device, whereas the second is to create a virtual assistant with a real identity.