Experts Matter. Find Yours.
Connect for media, speaking, professional opportunities & more.
Aston University fraud specialist continues ongoing engagement with UK Government
Dr Rasha Kassem advises UK government on countering fraud through the Government Counter Fraud Profession (GCFP) advisory group She shapes policies to combat £33 billion annual losses Dr Kassem influences fraud standards and shares vital research. Dr Rasha Kassem, a fraud specialist based at Aston Business School, remains actively engaged with the UK government through her advisory role in the Government Counter Fraud Profession (GCFP) advisory group. This advisory group, a vital component of the Government Counter Fraud Function, collaborates with cross-sector experts to shape policies and strategies aimed at countering fraud and other financial crimes. The Government Counter Fraud Profession Strategy 2023-25 underscores the severity of fraud within the public sector, estimating losses at a minimum of £33 billion annually due to fraud and error. As a dedicated member of the GCFP Cross Sector Advisory Group, Dr Kassem plays a pivotal role in advising and supporting the development of policies to combat these financial crimes. The GCFP serves as a professional body for counter-fraud experts within central government and beyond. Its mission is to unite the counter-fraud community under a common framework of standards, fostering growth and development to safeguard public services and combat economic crime. Dr Kassem's involvement in the advisory group holds significant impact, influencing the establishment of knowledge, skills and experience requirements for fraud professionals across various disciplines and levels. Additionally, she contributes to the publication of influential fraud research in the Public Sector Counter Fraud Journal and addresses UK government fraud conferences on recent research findings. Dr Kassem also collaborates with experts from diverse sectors to bridge training gaps, all while engaging in discussions through regular group meetings. The Government Counter Fraud Profession operates under the umbrella of the Public Sector Fraud Authority (PSFA), established in August 2022. The GCFP is positioned within the Practice, Standards, and Capability Function of the Authority. The PSFA, a collective effort by 17 public sector organisations, adheres to core principles of building capability, with the GCFP taking a lead role in advancing structures and services. Dr Kassem emphasises the critical nature of engaging with policymakers through knowledge exchange activities to amplify research impact. Her active participation in UK Government fraud conferences and contributions to the Public Sector Counter Fraud Journal serve to raise awareness on prevailing fraud issues. Furthermore, her feedback on existing and new fraud guidance aids the GCFP in crafting professional standards and guidance for countering fraud. Dr Kassem has been a valued member of the Cross-Sector Advisory Group of the UK Government Counter Fraud Profession since 2019. Dr Kassem said: “Collaborating with the UK government through the Government Counter Fraud Profession has been a rewarding journey. “It's through these engagements that we're shaping policies and standards to counter fraud and protect public resources. “The recent Annual GCFP conference was well attended by fraud investigators, law enforcement, and regulators from the public sector. My presentation was well received and some participants said it was wildly fascinating to hear the striking reality that insider fraud can be, especially in UK policing, given its impact on policing integrity and legitimacy. The presentation opened their eyes to the risk of insider fraud and its impact. “Together, we're making a significant impact on the battle against financial crime.” For further information and to explore Dr Kassem's recent research, click here.
Finding Truth among the Tweets. Our expert weighs in on the role social media has during war.
With the Israel-Hamas war raging on, social media provides a source of information for many individuals to stay up to date. Across platforms there are reliable sources but there are also those with an agenda to spread false truth, blatant lies and sew doubt with doses of 'mis' and disinformation. It's a topic Goizueta Business School professor David Schweidel is watching closely. "We are seeing once again the need for the regulation of social media platforms," says Schweidel. " Platforms have a financial incentive to serve up the most provocative and arousing content and content moderation is often at odds with financial goals." Social media is being flooded with content, much of it misinformation, and social platforms are unwilling or unable to effectively moderate what’s being posted. "Beyond the likely reduction in revenue, implementing content moderation at scale is expensive and difficult. If viewed from a short-term financial perspective, allowing for a free for all is less costly and will result in more user engagement, which drives revenue," Schweidel adds. And it is not as if legislators and lawmakers are not aware. As of today, social media platforms aren’t liable for the content posted on them (under the FCC’s Section 230). Two recent lawsuits sought to challenge section 230, but the Supreme Court declined to take such action. These challenges were based on platforms actively promoting content through their algorithms, thereby going beyond simply being intermediaries providing access to content posted online by others. Some, such as the ACLU, view this as allowing for free speech online. There's a lot more to know, such as: The challenges in identifying real vs. fake content Which platforms are being effective in moderating content How US and EU laws vary in terms of regulating misinformation on social media platforms And that's where we can help. David A. Schweidel is Professor of Marketing at Emory University’s Goizueta Business School. He's a renowned marketing analytics expert focused on the opportunities at the intersection of marketing and technology. David is available to speak with media regarding this important topic, simply click on his icon now to arrange an interview today.
Net-zero emissions targets: Genuine goals or Fortune 500 greenwashing?
Moving towards “net-zero” emissions has become a popular “target” for multinational corporations that have committed to improving their sustainability. But is it a new tagline from marketing departments or something firms are actually committed to? About half of the U.S.-based Fortune 500 firms have declared their intent to reach net zero – the point at which the emissions from an entity equals the amount of greenhouse gasses being taken out of the atmosphere – as early as by 2030. The University of Delaware’s Kalim Shah, an expert on energy and climate policy, has some thoughts on these targets, their feasibility and why these companies are pursuing these goals. We should question why the language has changed in less than a decade from lowering emissions or low carbon options to “net-zero” when targets to meet lower emissions have not really been fulfilled in the first place. Part of the explanation could be to get ahead of would-be legislated pressure, that is, to dissuade legislative efforts which would imply compliance requirements, whereas now, these pledges are completely voluntary. Net zero is more technologically feasible in some sectors/ processes and not in others. In other words, there is likely not a cost effective, technological fix for net zero in the aluminum smelting or iron or concrete making industries in the immediate future. Lack of industry standards for measuring net zero – or perhaps more correctly, several competing methods of calculating net zero – can give some cover, for now, to firms attempting to “greenwash.” In effect, one firm's net zero may not be comparable to another's net zero. A company’s “emissions scope” must be examined closed. Are firms referring to direct emissions related to on-site fuel combustion or fleet vehicles; Indirect emissions related to emission generation of purchased energy, such as heat and electricity; and/or Other indirect emissions related to both emissions from upstream and downstream business activities when setting targets? We have to "read the fine print" as well, as terms that sound as ambitious but have slightly different strategies, such as “carbon neutral” and “carbon negative” targets can also complicate how we hold firms accountable. Where net zero is less possible, emissions could be “offset” through various schemes like carbon credits of forest offsets. A carbon offset is a reduction or removal of emissions of greenhouse gases made in order to compensate for emissions made elsewhere. En vogue since the 2000s, largely because it presented a way for indebted developed countries to capture market value by preserving endangered forests when multinationals ‘"offset" operations emissions by paying said developing countries, this mechanism has become highly questionable of late for its unverifiability. To arrange an interview, click on Dr. Shah's profile and press the contact button found there.
It's as if it has been the biggest love story since Grace Kelley married Prince Rainer or when Harry met Meghan for that matter. But as much as fans, media and even the play-by-play callers are giving an enormous amount of attention to Taylor Swift every time she shows up and cheers on her new beau Travis Kelce, experts wonder...will it have a lasting impact on attracting new fans to the NFL? Recently, Bloomberg News explored if an entertainment powerhouse like Taylor Swift can move the yard-stick of a generation that is seeing a shrinking fanbase and serious decline in viewership. For expert insight, Bloomberg contacted Goizueta Business School's Mike Lewis to offer his opinion and perspective on the situation. Historically, leagues didn’t worry much about the transmission of passion for a sport and team. Homes typically had one screen — the family television — and if a parent was watching the Chiefs game, so were the kids. Fandom at home drove fandom outside of it. Kids wore NFL merchandise to school and bonded with their classmates. Youth sports participation, partly inspired by what was on TV, amplified the community solidarity and enthusiasm for all levels of a given sport. Those traditional forms of fan development are breaking down. "We've evolved to this situation where kids are getting their content via the smartphone and everyone going off to their corner," explains Michael Lewis, director of the marketing analytics center at Emory University. The consequences are striking. In 2021, Lewis published data on sports fandom among different generations. Millennials overwhelmingly identified themselves as the most avid fans (42%), followed by Gen X and Baby Boomers. Gen Z was a striking outlier. Though 23% identified themselves as passionate spectators, 27% identified themselves as "anti-sports." No other generation came close to that level of sports antipathy. However, Gen Z isn’t uninterested in competition. Rather, its media consumption habits are pushing it to different outlets. Survey data that Lewis published in August reveals that esports (competitive video gaming) is now more popular than traditional sports. Professional sports is a multi-billion dollar business and appealing to multi-generational audiences is no easy task. If you're covering or interested in learning more - we can help. Mike Lewis’s work focuses on the intersection of sports analytics and sports marketing. He studies issues ranging from player performance analytics to brand equity in sports. This approach makes Professor Lewis a unique expert on fandom as his work addresses the complete process from success on the field to success at the box office. Michael is available to speak with media - simply click on his icon now to arrange an interview today.
Jacqueline Ortiz Honored for Increasing Patient Access to Interpreter Services
Fifty-eight years ago, a young man from Argentina wound up in surgery at a California hospital after stomach pains turned out to be peritonitis, a potentially life-threatening inflammation of the membrane lining the abdominal wall. He was discharged to his wife’s care, with one problem — neither the man nor his wife had any idea how to care for the open wound in his abdomen. Jacqueline Ortiz The couple did not understand the lengthy instructions delivered in English, and there was no interpreter to explain to them in their native Spanish what to expect. So, when the man tried to take a bath and discovered the gauze was stuck to his wound, he didn’t know what to do. Fear and uncertainty compounded an already stressful time. Jacqueline Ortiz wasn’t yet born when her father’s health care emergency took place, but growing up she heard the story over and over. It was more than family lore for Ortiz — it was a lesson. Ortiz said she wanted her mother, pictured with her at the DVTA event, to see the growing number of people working as interpreters to ensure people get the information they need in the language they understand. Ortiz, now the vice president for Health Equity and Cultural Competence at ChristianaCare, saw firsthand how the experience left her parents terrified of the medical environment. Removing barriers to good health Years later, Ortiz is a leader in advocating for patients to have access to qualified, culturally responsive medical interpreting services to remove communication barriers with providers and ensure the best possible care and outcomes. “Language access is what fills my heart and soul,” Ortiz said. Her pioneering efforts and enthusiasm for promoting the use of trained interpreters in health care earned Ortiz the inaugural Making an Impact Award from the Delaware Valley Translators Association (DVTA) during an event Sept. 9 at Widener University. In her role at ChristianaCare, she builds the organization’s capacity to reduce the incidence of disease and improve health outcomes, advance equitable health care services, and reduce health disparities for identified conditions and target populations through culturally competent care, including providing health care in patients’ native languages. She has over 20 years of experience researching, teaching and working in cultural competence and health equity, social networks, and economic sociology. “Language access is what fills my heart and soul,” Ortiz said. A vision for serving everyone Eliane Sfeir-Markus, CHI, president of the DVTA, said the award recognizes the efforts of those working to make interpreting and translation more available to people with limited English proficiency, and those who are deaf or hard of hearing. Ortiz’s pioneering work to expand language services for patients and implement comprehensive cultural competence training at ChristianaCare have set a standard for caring for patients in their native languages. “Jaki’s vision for a health care system that truly serves everyone, regardless of their cultural or linguistic background, is inspiring,” Sfeir-Markus said. “We as patients deserve someone who knows our culture to take care of us.” ChristianaCare has more than 20 health care interpreters and over 100 caregivers who have undergone additional training to provide interpreting services when needed. ChristianaCare has more than 20 health care interpreters — who wear eggplant-colored uniforms — and over 100 bilingual caregivers who have undergone special training to serve as interpreters in some settings. “Jaki is a well-known name in the field of interpreting and translation because she has advocated for education and professionalization of interpreters in health care,” said Claudia Reyes-Hull, MArch, CMI, CHI, manager of Cultural and Linguistic Programs at ChristianaCare. “Thanks to her advocacy, more health care systems are recognizing the need to have trained interpreters for their patients.” In accepting the award, Ortiz said interpreters play a critical role in health care by making it possible for patients — and their families — to take an active role in their own care and decrease the anxiety over visiting a health care provider. She credited the success of ChristianaCare’s interpreting and translations services and its continued growth to the collaborative spirit and camaraderie among its team of caregivers, particularly Reyes-Hull. Ortiz said her family’s personal experience with a lack of interpreting services during a hospital stay made them anxious about health care for years. “Probably all of us in this room have walked into a courtroom or a lawyer’s office or a hospital room or a clinic and introduced ourselves and seen that immediate response and relaxation in the person we were speaking with,” Ortiz said to the translators at the DVTA event. “You make those interactions within our legal, educational and health care systems so much better.”
Expert Q & A: What led to the Hamas attack on Israel and what role will the United States play?
The conflict between Israel and Palestine dates back many years, but the recent escalation can be attributed to issues centering around Palestinian rights and access to the Al-Aqsa Mosque, according to Craig Albert, PhD, program director of the Master of Arts in Intelligence and Security Studies at Pamplin College of Arts Humanities, and Social Sciences at Augusta University. Albert, who is a leading expert on relations in the Middle East and American interests in the region, also notes that Hamas has been fighting against what it believes is unwarranted and illegal Israeli settlements being extended into Palestinian territory, while Israel has had a serious blockade on the Gaza Strip for over a decade. Hamas views this as state-oppression and thus, when combined, led to this horrific attack. Q: Now that Israel is declaring war, what should we expect to see in the upcoming days/weeks? A: We should expect more attacks by Hamas and Islamic Jihad, as well as Hezbollah from Lebanon. This means that there is a serious possibility of a two front war for Israel as it strikes towards the Gaza Strip near the sea, and more north into Lebanon. Concerning the State of Israel, look for a massive air bombardment over the next few days until the conditions on the ground are satisfactory, according to Israeli intelligence, to send in massive ground forces. One can expect a full infantry onslaught with all that entails within the Gaza Strip and perhaps other areas as well. We could also seem so strikes against Iran, especially cyber in nature, but perhaps, much more kinetic than we can imagine given the emotions being felt by the Israeli security council. Unfortunately, we can expect massive civilian casualties on both sides as this continues especially when Israel invades with its heavy ground forces. Q: What role does the U.S. play in all of this? A: The United States is already sending in a carrier fleet to show support for Israel; but one can imagine a scenario where Israel and Iran get into a serious confrontation, resulting in direct action by the U.S. on the side of Israel. The U.S. is also already supplying munitions and intelligence to the Israelis, and we should expect to see more in this area over the coming weeks and months. Note that the U.S. might have to take drastic actions itself as its war materials are being dramatically reduced because of arming the Ukrainians against Russia, and now, looking to arm heavily Israel. It is quite possible that the U.S. could be pulled into this in a direct way but currently, it just does not have the war material to conduct massive military operations if called to do so. This is quite a dramatic situation for the U.S., and of course for Israel. Looking to know more or connect with Dr. Albert for an interview? Dr. Albert is available to speak with media – simply click on his name to arrange an interview today.
Career expert offers tips for spotting the warning signs in job listings
Great salary? Check. Amazing benefits? Check. So what's the catch? It's right there in the job listing – you're just missing it. Jill Gugino Panté, director of the Lerner Career Services Center at the University of Delaware, has helped more than a few job seekers navigate the rough waters of career sites. She lists three of the most common warning signs to look for in a listings: Vagueness. A good job description should outline specific responsibilities, projects and programs you’ll be working on, teams you’ll be interacting with, etc. I’ve seen job descriptions that have simple bullet points with few words or generic phrases like “customer service” but don’t outline what the actual duties include. This could signal that the role is unstructured and/or the company is unfocused. Too many roles. Watch out for a listing if it looks like there's multiple jobs rolled into one. For example, IT/Admin/Client Relationship Manager. These should be three separate jobs and not under one job. That could mean that the job is not clearly defined or they are so short staffed, they don’t have enough people to do the work needed which could signal a super stressful job. Too many questions. Overall, after reading a job description, if you have too many questions or don’t have a general understanding of the skills required, it might be best to move on. To set up an interview with Panté, simply click on her profile and click the contact button. You will reach her and a member of the UD media relations team who can get you connected quickly.
The Role of Artificial Intelligence in Customer Experience
Gaurav Jain, assistant professor of marketing at the Rensselaer Lally School of Management, examines how individuals make judgments, estimates, and decisions in the absence of complete information. Previously, Jain served as the chief marketing advisor at multiple firms. Below are his thoughts on the impact of artificial intelligence (AI) on customer experience. Voice of the Customer In today's hyper-connected world, the voice of the customer (VoC) is louder and clearer than ever. But how do we sift through this cacophony to understand what our customers are really saying? Enter AI. It's revolutionizing the way customer experience teams handle VoC programs, and as a marketing leader, I find this incredibly exciting. Take direct customer feedback, for example. We're no longer just collecting survey responses and storing them in a database for quarterly review. AI algorithms, particularly those using natural language processing, are helping us instantly categorize and prioritize this feedback. Imagine an e-commerce platform that can immediately flag a customer's mention of "late delivery" in a post-purchase survey. That's not just efficient; it's customer-centric. But what about the things customers are saying when they're not directly talking to us? That's where AI-driven sentiment analysis comes in. These tools can scan social media, forums, and review sites to gauge the sentiment behind a customer's words. I've seen hotel chains use this technology to monitor travel forums and review sites. If a guest mentions "noisy rooms," even without lodging a direct complaint, the brand can proactively look into soundproofing solutions. Then there's inferred feedback, the kind you get by reading between the lines. AI can analyze customer behavior, like frequent page visits without conversion or cart abandonment, to suggest what might be going wrong. For instance, an online fashion retailer could use AI to figure out why a particular dress gets a lot of views but few purchases. Maybe it's the sizing, maybe it's the price, but the point is, you get to know without having to ask. And it doesn't stop at gathering feedback. AI is helping us turn this raw data into actionable insights. We can predict future behavior, like churn rates, based on past feedback. This allows us to be proactive rather than reactive, which is a game-changer in customer experience management. Finally, let's talk about what happens after we've gathered all this feedback. AI is ensuring that every customer who takes the time to share their thoughts receives an immediate and appropriate response. Chatbots can handle common queries or concerns, making the customer feel heard and valued right away. So, from the perspective of a marketing leader, it's not just about the efficiency that AI brings to VoC programs. It's about the opportunity to deepen our connection with customers. By truly understanding their words, their sentiments, and even their behaviors, we can craft experiences that resonate on a human level. And in a world that's increasingly digital, that human touch is what sets a brand apart. Customer Service It's truly intriguing to observe how AI is weaving its way into the customers’ experience. Online, chatbots are making waves. Chatbots are not just digital tools; they're our first point of contact, bridging the gap between brands and consumers. However, there was always the question of accuracy versus efficiency while managing these chatbots – AI has answered that question. AI chatbots provide real-time yet accurate assistance, making the digital shopping journey feel more interactive. Companies can reduce customer dropout while avoiding the expense of managing a large human customer service team. AI is revolutionizing phone-based customer service as well. Voice recognition allows natural language processing for easier navigation, while predictive analysis anticipates caller needs based on their history. Enhanced personalization means customers no longer repetitively provide account details, and emotion detection aids in gauging caller mood. The result? Reduced wait times, more efficient interactions, and a significantly improved telephonic customer experience. In essence, AI is bridging the gap between technology and human touch in the retail world, making our interactions with brands more meaningful and personalized. Again, companies can do this in a cost-effective manner. Jain is available to speak with media - - simply click on his icon now to arrange an interview today.
For the second consecutive time, ChristianaCare has earned the Joy in Medicine™ recognition from the American Medical Association (AMA). ChristianaCare earned Gold Level recognition, the highest level of recognition in the Joy in Medicine™ Health System Recognition Program. It was one of only 10 health systems nationwide to achieve Gold Level. The recognition underscores ChristianaCare’s demonstrated commitment to the well-being of clinical care team members. “Receiving the Joy in Medicine Award the first time was certainly an honor, but achieving gold level status a second time is an even greater achievement, as the requirements are more exacting,” said ChristianaCare Chief Wellness Officer Heather Farley, M.D., MHCDS, FACEP. “It is a testament to the fact that at ChristianaCare and our Center for WorkLife Wellbeing, we are not comfortable resting on our laurels. We continue to raise the bar in our efforts to support the well-being of our caregivers, effectively respond to the changing health care landscape and foster an environment where each of our caregivers can thrive.” Continued Excellence in Support of Caregivers In 2022, ChristianaCare’s Center for WorkLife Wellbeing launched Psychological First Aid training to help organization leaders build skills to identify and support colleagues impacted by stress. More than half of ChristianaCare leaders completed the training in 2022. The training is now available to all caregivers. In addition, ChristianaCare’s peer support program, known as Care for the Caregiver, offers confidential individual peer support and group support following a range of stressful events at work. The program completed nearly 2,500 encounters from 2015 to 2022. ChristianaCare also has established the Workplace Civility Steer Team, which provides strategic direction in establishing an environment that is safe and free of violence for caregivers, patients and visitors. The team performs this through program and process development for the identification, prevention and response to workplace violence, a challenge increasingly faced by health care workers nationwide. “Health organizations that have earned recognition from the AMA’s Joy in Medicine Health System Recognition Program are leading a national movement that has declared the well-being of health professionals to be an essential element for providing high-quality care to patients, families and communities,” said AMA President Jesse M. Ehrenfeld, M.D., M.P.H. “Each Joy in Medicine recognized organization is distinguished as among the nation’s best at creating a culture of wellness that makes a difference in the lives of clinical care teams.” Burnout rates among the nation’s physicians and other health care professionals spiked dramatically as the COVID-19 pandemic placed acute stress on care teams and exacerbated long-standing systemic issues. While the worst days of the pandemic have passed, the lingering impact of work-related burnout remains an obstacle to achieving national health goals. Since its inception in 2019, the Joy in Medicine™ Health System Recognition Program has recognized more than 100 organizations across the country. In 2023, a total of 72 health systems nationwide earned recognition with documented efforts to reduce system-level drivers of work-related burnout and demonstrated competencies in commitment, assessment, leadership, efficiency of practice environment, teamwork and support.
It's only been since January, but the cannabis industry in Connecticut is already a hit among consumers. There was initial worry that the quick expansion of stores and dispensaries could potentially blunt the long-term success of the retail aspect of the product in the state, but according to UConn's Fred Carstensen concerns about the oversupply seen in neighboring states is not a worry. “It’ll take three to four years to see how the market develops,” said Carstensen, a professor at University of Connecticut and the director of the Connecticut Center for Economic Analysis. In an article that goes into great detail, Carsten told the Stamford Advocate about the many factors and influences that can impact what has been a volatile market in some states since legalization became the trend. And as the state government checks the expansion of Connecticut’s adult-use cannabis market, Carstensen said local governments do the same. He said it wouldn’t matter if Connecticut’s retail cannabis scene was over-licensed, under-licensed, or just right. “Every municipality has the right to say yea or nay (to retailers),” Carstensen said. But he said an estimated 69 cannabis retailers in the Nutmeg State’s pipeline will make the bigger picture clearer. “(Then) it's pretty much available to everybody on a relatively short-travel basis,” Carstensen said. “Then we'll actually know what the market is.” Regulation and observation will be key to measure the success or failure of the market. Carstensen said that as the Nutmeg State’s market matures, retailers will “pull that business back into Connecticut when we become more competitively priced.” Peake agreed that “as (more Connecticut retailers) open up, we can probably expect the vast majority of those folks to be buying cannabis in Connecticut.” And Carstensen said that as much as interstate cannabis purchases skew understanding Connecticut’s market, it also serves as a check on oversaturating the Nutmeg State’s cannabis economy... And, Carstensen said, if there were too many cannabis dispensaries, "the market will tell us." "They’ll close,” the economics professor said. If you're a journalist looking to know more about this emerging industry in Connecticut and beyond, let us help. Fred Carstensen is a University of Connecticut professor and director of the Connecticut Center for Economic Analysis. He is a renowned an expert in the areas of public policy, economic history, and economics. Simply click on his icon now to arrange a time to talk today.
