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Aston University cyber security experts shape government policy around resilience of supply chains

"Cyber security of any organisation, inclusive of its supply chain, should be promoted in conjunction with other organisational targets, such as profitability, productivity and financial/operational risk management" Professor Vladlena Benson, Aston University Researchers from Aston University’s Cyber Security Innovation (CSI) Research Centre have been invited to respond to the call for evidence by the Department for Culture, Media and Sport (DCMS) The centre works with businesses to help improve resilience to cyber attacks It comes after a series of high-profile attacks on managed service providers affecting thousands of firms and compromising government agencies. Experts from the Cyber Security Innovation (CSI) Research Centre at Aston University have responded to a call for evidence by the Department for Culture, Media and Sport (DCMS) on cyber security in supply chains and managed service providers. The CSI centre works with businesses to help improve their security posture and develops state-of-the-art solutions for supply chain resilience and business continuity. Recent research1 from the centre explored organisational approaches to supply chain management in the West Midlands, specifically in the times of remote arrangements and when traditional business continuity practices in supply chain management have been challenged. It comes as two high profile attacks (SolarWinds and Kesya) on managed service providers threatened the world and brought to a standstill credit card processing for major retail chains in Sweden, while US government officials' personal data was compromised. The €6.9m TRACE project, an EU-funded scheme of which Aston University is a key partner, addresses these issues and kicked off on Friday 9 July 2021. Professor Vladlena Benson, director of the CSI at Aston Business School, recently attended a round table by the Minister of Digital Infrastructure. She said: “Based on the conclusions of our research, we make a recommendation that cyber security of any organisation, inclusive of its supply chain, should be promoted in conjunction with other organisational targets, such as profitability, productivity and financial/operational risk management. “The identification and promotion of synergies between cyber security, profitability and productivity is a strong driver to ensure that, at a senior level, organisations take responsibility and accountability for effective cyber risk management. Dr Donato Masi, from the CSI Centre at Aston University, said: “Profitability or productivity are close to the competitive advantage of the firm and security of the supply chain of any organisation underpins its longevity on the market it operates in. “Investment in cyber security measures, including supply chain risk assessment and counter-threat controls, should be viewed as a ‘cost of doing business’ and business success and/or longevity.” 1Find out more about the research of the CSI Centre here

Do Wholesalers Discriminate Against AI in Procurement Practices?

If we deploy automation without thinking strategically about intelligence, too, isn’t AI likely to backfire on us? Airplane manufacturer, Boeing, made headlines in 2019 for all the wrong reasons. Its 737 Max aircraft was indefinitely grounded after two fatal crashes in the space of just six months had claimed the lives of 346 people. Investigation into the accidents revealed that updates to an automated system – the Maneuvering Characteristics Augmentation System, known as MACS – had failed to integrate one of two intelligent sensors, meaning the system lacked a critical security backstop. As the aircrafts switched into autopilot mode shortly after takeoff, the error sent them both into fatal nosedives within minutes. These tragedies highlight an issue with automation that needs more focused attention says Goizueta’s Ruomeng Cui, assistant professor of information systems and operation management. And it’s this: if we deploy automation without thinking strategically about intelligence too, is AI likely to backfire on us? Cui is an expert in operations strategies in digital retail and platform markets. To better understand the challenges surrounding automation and intelligence in operational processes, she teamed with Shichen Zhang of Tianjin University and Rutgers’ Meng Li to explore how AI brings value in the procurement space. With Deloitte reporting that almost 45% of Chief Procurement Officers globally are now using, piloting, or planning to integrate AI into their operations, these insights should provide interesting food for thought, says Cui. “AI isn’t just about being quicker, it’s also about being smarter. It can deliver automation but can also deliver predictive intelligence; and while these two dimensions might be correlated, one doesn’t necessarily imply the other – as the Boeing example demonstrates,” says Cui. From the tech perspective, there’s a lot of buzz about how AI is helping to drive decision-making, she adds. But there is still plenty that we don’t know about the operational dimensions to using artificial intelligence. “With international procurement, you’re basically talking about big retailers going in and requesting prices for goods or products from wholesale suppliers. And that’s a process that could, in theory, lend itself very well to AI, since it can automate simple (and tedious) tasks over and over again. So there’s a significant potential gain in companies outsourcing this kind of task to the machine.” But although the potential might be clear, Cui and her colleagues believe that simply automating these processes might not in fact yield optimal results; and could in fact work against buyers by encouraging suppliers to quote higher prices than they might in personalized, human transactions. A full article detailing Cui’s research is attached, within it – several theories were explored. Who Comes Out Ahead on Price? Humans or AI Chat Bots? “We speculated about the possibility of wholesalers discriminating against the AI,” says Cui. “Specifically, we wanted to know if the sellers would quote higher prices to AI bots than they would to human buyers, because at the end of the day these bots are just machines; they don’t bring the authenticity or sincerity of human beings.” When Machines are Smart, Discounts Rise “When wholesalers are just asked over and over for their prices, they know that they are dealing with a machine and the intuition is that the machine is not intelligent, that it doesn’t have market expertise, and that it isn’t capable of decision-making. There’s no incentive to build relationships or to engage in any kind of negotiating dynamic here.” The topic is fascinating, and given the increase of AI in the workplace – a timely one. And, if you are a journalist looking to cover this research or speak with Professor Ciu about the subjects of telework and productivity, simply click on her icon now to arrange an interview today.

How does the job market look for the Class of 2021 ? The answer: much better, says IU expert

As the class of 2021 graduates this weekend to embark on new challenges and careers, Rebecca Cook, executive director of undergraduate career services at the Indiana University Kelley School of Business, reflects on the current job market and offers insights into what summer internships may be like for current students. “The summer of 2020 was a mess for student internships and full-time roles, with pretty much all either going virtual or, in the case of many internships, being cancelled altogether as companies tried to figure out business during the pandemic. Luckily, the job outlook for both full-time roles and internships in May 2021 looks a lot different – and a lot better. “The job market is hopping right now with a significant number of internship and full-time opportunities, as companies open up and business grows. Industries such as professional services, technology, health care, manufacturing and financial services are all seeing significant upticks in job postings. Even companies hard-hit by the pandemic, such as retail and hospitality, are picking up their hiring. “While hiring is back to pre-pandemic levels in many industries, the level of competition for those roles has increased significantly. In a normal year, the majority of job seekers are that year’s graduates. However, this year we have 2021 grads plus some 2020 grads who still are seeking plus those who went to graduate school to put off job hunting during the pandemic and are now graduating. This all leads to a much more competitive job market and one where a student needs to work to stand out from the crowd, particularly through networking and reaching out to potential connections at their companies of interest. “We recommend that students spend a lot more time networking than they may have in the past, creating a focused list of companies they are interested in and then spending the time to connect and speak with employees at those companies. Leverage any ‘warm’ connections possible, such as friends, family members, fellow Kelley alumni, faculty and staff recommendations. “An important point to remember is that roughly 75 percent of jobs are never advertised publicly, so the only way to find out about them is through networking. Many new jobs, as well as internships, may start out virtual “It’s important to note that many roles that students are entering will still be virtual, at least for the time being, as companies are very mixed as to if they are back in the office already, not returning to the office until early fall, or staying remote entirely. Internships in particular are likely going to be virtual, while full-time jobs are looking to be mixed, with many starting out virtual but then likely moving in-person when offices open up. While being virtual once again is probably disappointing, students should remember that they can be just as successful with a virtual full-time role or internship as an in-person one. “The key is staying connected with their supervisor and co-workers on a regular basis. They should also network with as many people in their full-time or internship company as possible, taking the initiative to set up Zoom (or whatever video conferencing tool that the company uses) meetings regularly in order to learn as much about the company and role as possible, as well as to build their network for future opportunities. “Overall, there are a lot of available opportunities out there for students – they just need to put in the time to network and get their name and brand known.” To schedule an interview with Cook, contact George Vlahakis at vlahakis@iu.edu.

Product Returns Represent Billion-Dollar Strategic Blind Spot for Major Retailers

“Product returns have never, to our knowledge, been explicitly included as a stage in a major customer journey model,” the authors note in their paper. “This exclusion represents a strategic blind-spot for marketers.” In December 2020, Linne Fulcher, vice president, customer strategy, science and journeys at Walmart U.S., published a blog post that outlined Walmart’s new return policy. Dubbed “Carrier Pickup by FedEx,” the service was just in time for the holidays, free, and “here to stay,” Fulcher wrote. She described the policy as “an incredibly convenient way to make that unwanted gift ‘magically’ disappear,” whether customers bought items in a store, online, or from a third party vendor. “We want the returns experience to be easy, safe and seamless,” she added. Returns are big business. According to the National Retail Federation (NRF), U.S. consumers returned an estimated $428 billion worth of merchandise last year—approximately 10.6 percent of total U.S. retail sales. The numbers for ecommerce are even more startling: online shopping accounted for roughly $565 billion of 2020 retail sales, of which $102 billion in merchandise—about 18 percent—was returned. However, retail advisory firm Optoro noted in 2019 that of 117 top retailers, not even a third of them quantify the full cost of returns. Even before the pandemic hit, Sandy Jap, Sarah Beth Brown professor in marketing, Ryan Hamilton, associate professor of marketing, and former Goizueta Business School dean, Tom Robertson, were perplexed at how little academic research existed regarding returns. “Instead of viewing returns as a nuisance and an added cost, they are an opportunity to engage with customers and build brand loyalty,” explains Robertson. “Returns are part and parcel of the new retail landscape. This has been exacerbated by the strong uptick in online.” To help retailers identify opportunities, Jap, Hamilton, and Robertson wrote “Many (Un)happy Returns? The Changing Nature of Retail Product Returns and Future Research Directions,” published in Journal of Retailing last year. The article is essentially a researcher’s road map for exploring this “strategically important area,” says Jap. Some retailers, such as Warby Parker and Stitch Fix, have built returns into their business models. Others, like Zappos and Nordstrom, have made consumer-generated returns easy, assuming that doing so engenders brand loyalty and repeat business. Yet most retailers seem “to lack a coherent philosophy” on returns and “appear not to have built return rates into their business models at all,” the trio state in their paper. “There are so many interesting and important questions to be answered around product returns,” says Hamilton. “Important as returns are, the academic marketing research has barely scratched the surface.” “Many (Un)happy Returns” highlights five specific areas where advancements in theory and practice would provide opportunity for greater understanding: 1. How product returns transform the customer journey 2. The “dark side” of returns—exploring the gray area between justified returns and outright fraud 3. The effects of returns on traditional retailer supply chains 4. Customer response to easy product returns and practices 5. The effect of retailers’ product return practices on their reputation “These questions represent a range of important directions for assembling a body of work on retailer-initiated and customer-initiated return behaviors and processes,” they write. “Ultimately, these might serve to improve the performance of return forecasting models, illuminate optimal go-to-market strategies and distribution processes in the evolving, technology-oriented marketplace that characterizes retailing today.” Each of the five points above are detailed in a piece recently published by Emory University. That article is attached here: If you are a journalist looking to cover this topic or if you are simply interested in learning more, then let us help. Ryan Hamilton, associate professor of marketing at Emory’s Goizueta Business School. Sandy Jap holds the Sarah Beth Brown Endowed Professorship of Marketing Chair at Emory’s Goizueta Business School. Both are available to speak with media, simply click on eithr expert's icon now – to book an interview today.

What Does the GameStop Buying Spree Tell Us?

Villanova School of Business assistant professor Keith Wright was in the chat rooms when individual investors were discussing pumping up the GameStop stock and forcing the hedge fund shorts to have to cover, losing millions of dollars. "At the time, David was clearly beating Goliath," says Wright, adding that some of the young people on Reddit had done extremely well. "They made significant money on their investments. Some of them were a little late; you don’t want to be the last one in who takes the position at the top." He adds, "I have a feeling that this may actually be something revolutionary, and we're seeing the bottom of the pyramid—which is Generation Z, the Millennials, the Robin Hood investors—really changing the game." "Going forward, you've got this group that's collaborating, and that makes them extremely powerful," says Wright. "If they all follow each other into a position, they can really move markets in any direction they choose... Are they powerful enough as a group to defeat the hedge funds? Now, maybe they win this battle and they lose the war. Or maybe they win this battle and they decide to try a couple of others. This is not the only occurrence; this is one stock, but it's happening in a couple of other positions as well." As to whether a group of people should have this type of an effect on the stock market, Wright suggests that maybe it's a good thing. "We live in an economy where wealth is very unbalanced. You have a lot of people at the very top who are doing extremely well. But there is some inequity, and these short sellers used to crush the average retail investor, but no longer. Maybe this will create some equity, and maybe it will even the playing field a little bit."

IU Kelley School finance expert available to discuss GameStop, Robinhood

Charles Trzcinka, the James and Virginia Cozad Chair of Finance at the Indiana University Kelley School of Business and an expert on financial markets and investments, is closely following developments involving individual investors and Game Stop and available to talk with reporters. He can discuss the impact of retail investors using the popular Robinhood brokerage and Reddit’s “Wall Street Bets” page on the stock of low priced companies like Gamestop, AMC and stocks such as BlackBerry, Bed Bath and Beyond and Nokia. Several brokerages halt buying of those and other stocks on Thursday. Trzcinka teaches behavioral finance and is familiar with Robinhood's model is to use game technology to trade stock and how it makes money by selling the right to trade against the orders to hedge funds and high frequency traders. In order to schedule an interview, contact George Vlahakis, associate director of communications and media relations at the Kelley School, at vlahakis@iu.edu or 812-855-0846.

The Alexa Effect: How the internet of things (IoT) is increasing retail sales

Imagine this scenario. You’re out of coffee but with the click of a button or a simple voice command, you reorder a two months’ supply that will arrive the same day. And that almond milk you like? Well, imagine your fridge already knew you were running low on supplies and independently sent the order to restock before you ran out. The stuff of science-fiction until only recently, internet of things (IoT) technology is beginning to change the way we live and work. Simply put, IoT is a system of interrelated devices—things that can include gadgets, digital objects, or machines, wearables and so on—which have the capacity to send and receive data over a network without human agency or human interaction. As a technology, IoT is novel, and it’s poised to reconfigure a range of sectors and industries—among them, the world of retail. Amazon is a leader in the consumer-facing space with an ecosystem of apps like Alexa, Fire TV, and the now-defunct Dash Button. Meanwhile, tech-savvy retailers are using IoT to facilitate operations. Smart shelves in stores can detect the status of perishable goods or inventory requirements; radio frequency identification (RFID) sensors can actively track the progress of produce through the supply chain. Retailers can even use IoT to send customers personalized digital coupons when they walk into the store. As IoT continues to gain traction around the globe, the potential for efficiency-boosting innovation in retail is clear. Less clear, however, is its actual impact on consumer choices and behaviors. Sure, IoT can save time and mental effort, but how does that translate into real-world business outcomes? This is the question that underscores new research by Vilma Todri and Panagiotis Adamopoulos, both assistant professors of information systems and operations management at Emory’s Goizueta Business School. They were keen to understand whether consumer behavior is significantly changed under the regime of this new technology as it continues its roll out across the world. Specifically, they wanted to know if IoT technology actually increases demand for products. And it turns out that it does. “IoT technology in retail is really in its infancy, so understanding its impact on users and business is key,” Adamopoulos said. “We wanted to shed light on these dynamics at this early point to spark interest and generate more debate around how retailers can leverage this technology.” Together with Stern’s Anindya Ghose, he and Todri put together a large data-set with information about sales of certain products in countries with existing IoT retail markets and in others where the technology has not yet been introduced. “We needed to take into account these sorts of variables to really understand the effect,” Todri said. “So, we had our control group of non-IoT retail markets, and we were able to compare sales data for the same products in countries where the technology has been adopted.” The researchers also controlled for time trends, looking at the impact on sale prior to and post IoT adoption. “Looking at the data over time and pinpointing the exact moment when a product has been made available for sale via IoT sales channels across different countries and at different moments, we were able to infer the effect of the technology on product sales,” Todri said. In total, they looked at sales for the same or similar products in six countries between 2015 and 2017. They also compared sales across different retailers. “By analyzing the same sales information for different products in different markets using different channels across the world, we can see differences in the data that can only be attributable to this new technological feature,” Adamopoulos said. And the differences are significant. The concept is fascinating, and if you are interested in learning more, a complete article about this topic is attached: If you are a journalist or looking to learn more about IoT, our experts can help. Vilma Todri and Panagiotis Adamopoulos, both assistant professors of information systems and operations management at Emory’s Goizueta Business School. Both experts are available to speak with media; simply click on either expert's icon to arrange an interview today.

Optimizing the delivery speed promise can boost sales

After the coronavirus pandemic forced most of the country into lockdown, online shopping soared. According to CCInsights.org, by the end of April 2020 there was a 146% year-over-year increase in U.S. and Canadian online retail orders. Amazon was so overwhelmed by the combination of increased demand, logistical nightmares, and warehouse worker safety issues that the company announced significant delays in its Amazon Prime shipping speeds. When the company announced it would prioritize the shipping of essential items, the online retailer’s third-party sellers were left to manage their own shipping — something Amazon usually did for them. Shoppers who placed orders for non-essential products at the end of March sometimes received estimated delivery dates of more than a month away. While consumers often received their orders sooner than the 30-day estimate, for Prime shoppers used to getting their items delivered for free the next day, the change in delivery speed was a shock. Amazon shoppers turned to alternative outlets that promised much quicker delivery speeds. Companies with strong e-commerce positions and supply chains, such as Walmart, took advantage of Amazon’s situation. “People are very sensitive to delivery and how fast they can get products,” said Ruomeng Cui, assistant professor in information systems & operations management. “Maybe, just maybe, Amazon would be able to deliver faster than one month, but they chose to promise customers one month — that was their choice.” Unfortunately for Amazon, by setting conservative delivery speed promises, they exacerbated an already bad situation. According to Cui’s paper “Sooner or Later? Promising Delivery Speed in Online Retail” (Ruomeng Cui, Tianshu Sun, Zhikun Lu and Joseph M. Golden), optimizing delivery speed promise can have a substantial effect on a company’s sales. How substantial? Without changing the actual delivery speed itself — only the delivery speed promise — Cui’s research showed that when the retailer promised customers one day faster shipping, sales increased, profits increased, and customers spent more on each order. “It’s a very critical decision for retailers to try to determine how to manage delivery and how to manage the information aspect of delivery,” added Cui. The study is attached and found two key findings: The value of communicating delivery times From a customer satisfaction standpoint, the conservative disclosure lowered customer satisfaction while the aggressive disclosure didn’t affect the company’s satisfaction score, although it did increase product returns when shipping speed was overly aggressive and products were delivered late. “These results indicate that in our research context, promising customers a faster delivery speed can boost sales and profitability but at the cost of a higher product return rate,” the researchers wrote. They go on to caution retailers that promising a conservative shipping speed can be costly. “It’s a careful balance that companies need to think about — how to manage customers’ expectations properly,” explained Cui. Crafting the delivery promise Given online retailers’ adoption of machine learning, Cui believes companies could tweak their algorithms to explore what products and which types of customers are more tolerant to over-promising as it relates to the delivery speed promise. “Companies can then use the analysis to customize and differentiate the types of products that adopt different types of information strategies,” Cui said. “Just change your algorithm, learn and incorporate some of the data-driven decisions and methods.” Going forward, Cui hopes to customize algorithms for companies in an effort to help them dynamically optimize how to promise the correct delivery speed to customers. While many companies, like Collage.com, don’t own their own delivery function and can’t change the actual delivery speed by changing infrastructure, these companies can “manage the information,” said Cui. “It’s easy, and I think it should be the retailer’s responsibility and job to optimize.” “I want to advocate for all retailers to think strategically in their information aspect,” said Cui. “Don’t let such an easily fixed lever just sit there at almost zero cost.” If you are a journalist looking to cover this study or speak with Professor Ciu about subjects like online shopping and operations management, simply click on her icon now to arrange an interview today.

MEDIA RELEASE: CAA MyPace™ pay-as-you-go auto insurance now available in Atlantic Canada

CAA MyPace™, Canada’s only pay-as-you-go auto insurance payment program, is now officially available to consumers in Nova Scotia. First announced in Ontario in May 2018 by CAA Insurance Company, the program puts choice and control back in the hands of consumers. CAA MyPace will become available to drivers on in New Brunswick on December 1, 2020 and in PEI on February 15, 2021. “CAA MyPace has been generating a great deal of interest in the market, and we’re excited to offer this new program to the Maritime provinces,” said Matthew Turack, president, CAA Insurance Company. “Drivers now have access to an insurance option designed to meet the needs of their individual lifestyles and puts choice and control back in their hands.” The program is ideal for those who are driving less amidst the COVID-19 pandemic, or the Monday to Friday public transit commuter who leaves their car at home, retirees who like to visit family on weekends, or any motorists that drives under 9,000 kilometres. Consumers in Nova Scotia can now get a quote for CAA MyPace through their insurance broker, or by visiting www.caamypace.com, by calling 1-877-552-5717 or visiting a CAA retail store.

Digital Media Consumption in Canada is Being Dramatically Impacted by the Coronavirus Crisis

A Canadian perspective on Comscore’s ongoing special investigation into how the COVID-19 pandemic is leading to significant audience and consumer behaviour changes across digital platforms. Insights from our Analysis: News, news and more news: Canadians are consuming news at a record pace Social media and messaging: Canadians are staying ultra-connected with their communities Entertainment, music, and spirituality content: increased consumption seen as behaviours change Government: information from government websites are becoming top-of-mind Finance: increased focus on investments and payments  Analysis of News & Information Category We have seen an explosion on engagement with news and information sites. In looking at the news categories and its subcategories, the week of Mar 9-15, 2020 saw big increases in engagement over the benchmark week of Dec 30, 2019 - Jan 5, 2020. As a trend, news consumption in general is also on the rise in Canada in terms of aggregate daily unique visitors and visits over time. Analysis of Social Media and Messaging Category As Canadians respond to the Coronavirus reality, we are seeing that their engagement with digital communication channels has increased significantly. When comparing daily engagement with email, instant messengers and social networking sites between the week of March 9-15, 2020 and the benchmark week of Dec 30, 2019 -Jan 5, 2020 as it relates to the % change in usage, we saw large increase in activity. The raw increase in numbers in social media provides greater detailsof the growth in usage: Analysis of Entertainment, Misc and Religious / Spiritual Category Content is Queen, King, Prince, and Princess – between the weeks of Dec 30– January 5 and March 9-15, greater amounts of time at home and the associated increased screen time drove incremental usage of the Entertainment category and the Religious/Spiritual subcategory. Driving the growth is the explosion of Entertainment – Music, which saw an increase of 32% in aggregate daily UV, a 33% increase in visits, and a 31% increase in minutes during this time. Analysis of Government Category Another category that has seen an explosion of visitation and engagement is government sites. Overall there has been huge audience and time spent with government-related content. Here is the build of visits and aggregate Daily UV over the past 10 weeks: We reviewed the Government category between week of Dec 30, 2019 – January 5, 2020 to March 9 – March 15, 2020 and looked at the % change in usage, which really showed a large increase in activity by Canadians. Based on this trend and growing global cases of Coronavirus, it is expected that Canadian audiences will continue to flock to the content from the government in these uncertain times. Analysis of Finance Category There is a saying that we hear in society – “Follow the Money”. The digital behavior of Canadians has been analogous in recent weeks as we have seen increased measures taken relating to the Coronavirus. Overall the Business/Finance category has seen some increased usage over the time period reviewed. Banking, Payments, Investments, and especially Taxes have seen high visitation. Between the week of Dec 30, 2019 – January 5, 2020 to March 9 – March 15, 2020 we saw an increase of +19% and +59%, respectively, in visits in the Investments and Payments subcategories. Additional insights from Comscore’s initial COVID-19 insights for Canada show that: Overall Digital Consumption across the Total Internet has increased. During the time period of this review visits have increased by 10% and time spent has increased by 14% In a time of crisis, people turn to News/Information Websites There have been significant increases in activity by Canadians on Social Media, Email, and Messaging pointing to the need for communication. Social distancing is safe on the internet. Interest soars for government information sources – where we see an explosion of usage. Increases in certain content Categories like Entertainment, Games, Music, Dating, and Religion/Spirituality have spiked Spikes in traffic are occurring for the e-commerce giants as social distancing and local restrictions impact in-store retail – with specific focus on Food and Supermarket Global movement restrictions lead to tumultuous traffic for travel sites