The only constant, as the Greek philosopher Heraclitus said, is change. Some change is wanted, some needed, and some catch us by surprise, upending our plans, and dragging us toward something new, whether we are ready or not. How do you keep up-to-date and even a step ahead? During the 2023 Global Workforce Symposium’s Service Provider Roundtables, the answer given time and time again by attendees was transparent communication.
Global mobility brings together over 30 industries, so it is not surprising that we feel the winds, pressures, and excitement of change. Whether discussions revolved around workforce trends, immigration, technology, real estate and finance, or supply chain, the 175+ attendees joined together to ask questions, learn, network, and help bring the industry forward. And the value of communication was evident throughout the session.
Generative AI Revolutionizing Global Mobility
One commonly discussed topic was the current use of generative artificial intelligence (GenAI) in the industry. While each participant had a slightly different implementation strategy, it became clear that GenAI is already changing the way we do business. The most common applications were in communication, writing of marketing campaigns, chatbots, and website uses. However, some attendees are further down the adoption curve and looking into using AI to write code, translate materials, analyze policies, and even in training.
Navigating Integration and Technological Solutions
GenAI is only one part of technology’s use in global mobility. There were several conversations during the roundtables focused on system integration and automation of data and info. A frequent comment during GWS was that organizations are looking for technological solutions that do more than one thing at a time.
Suppliers integrating systems with other suppliers, relocation management companies (RMCs), or clients directly can help lower risks as the information shared via unsecured avenues is reduced. Attendees mentioned that system integration can also decrease redundancies and time spent sharing information. However, during the roundtables, service providers also talked through integration challenges, including that it can be time-consuming and costly. Some participants mentioned not having the necessary budget or feeling that their service line is not a priority, as industry players focus on specific verticals.
One idea raised by attendees is that integration with other providers offering complementary services might increase the chances that their services are prioritized. They mentioned that integrating with one smaller service could seem cost and time-prohibitive, but with several services at once, it might just be the right financial and risk move. Even with the right offerings in the right location, providers agree that they need to communicate the value clearly and repeatedly to increase the likelihood that other industry players will invest time and capital into integrating with them.
Members then examined roles and responsibilities when it comes to investing resources into industrywide system integrations. As one attendee mentioned, one entity cannot absorb all the associated costs. While agreement on exact responsibility was not reached, transparent communication was again mentioned as paramount in this topic as well. One attendee alluded to the fact that communication needs to increase to better understand client wants and needs, as well as RMC and service provider capabilities for faster tech adoption in the industry.
RFPs: Enhancing Communication and Decision-Making
Nowhere was the increase in communication more requested than in the topic of requests for proposals (RFPs). RFPs were discussed at a table specifically allotted to the topic. Then it came up at tables focused on nontraditional assignment types, and technology, partnership management, even sustainability. The conversations around RFPs had some commonalities. Everyone understands why they are needed, but some participants expressed frustration with the process, especially around communication.
Several attendees brought up a need for increased conversations before, during, and after an RFP is issued. Many suggested adopting a more community-based approach to the process, where they have access to the team making decisions, or at least understand how decisions are made. Some of the most requested information cited by roundtable attendees includes:
- Decision-makers
- Clarity of scope, volume, and location
- The problem the client would like to solve
- Why the client went to RFP vs. RFI
- Evaluation criteria
- What caused them to win or lose a bid
The idea of initial discovery calls was presented, to help understand the value the corporate client is searching for in that RFP. Is it the lowest cost, or global reach, personalized service, or enhanced reporting? Some attendees mentioned that the ability to communicate their value directly to decision-makers is unmatched, but they do not always have visibility into what and why the client is requesting or who will have the final say in supplier selection.
Real Estate, Finance, and Communication of Value
The need for transparent communication around value was also front and center at our real estate and financing tables, as attendees believe expected changes in the U.S. real estate market are poised to have a wide impact on inventory, policies, clients, and transferees. One table identified factors driving the perception of value for their clients, and the list included a wide variety of items, from proximity to the workplace, to cost containment, and more. Service providers expressed a desire for more in-depth conversations to better understand clients’ actual pain points, so they can accurately position and describe the value of their programs.
Litigation Impact and Ongoing Conversations
Attendees also discussed the potential implications of the ongoing litigation surrounding real estate commissions. Participants mentioned that the lawsuits are expected to impact the way real estate transactions are conducted in the US. As a result, they believe continuing conversations around the changes to be vital for policy creation, change, and management.
The Service Provider roundtables offered WERC members a chance to come together and discuss common challenges and opportunities within global mobility. While great dialogue was had, several attendees mentioned that these conversations must continue throughout the year to best prepare service providers to adapt to a changing environment. Not only that, but some expressed a need for the conversations to be broadened to include corporate clients, relocation service providers, and RMCs together, to ensure the industry creates a new path forward in alignment.
Contribute to the Future of Mobility
Make sure you join the next conversation to have your voice heard and contribute to the future of mobility. WERC will be organizing additional in-person and virtual roundtable conversations for service providers to connect with their peers in 2024, and additional information will be published on WERC’s website and shared with members as they are scheduled.