“Human Touch” is Critical to the Future of Global Mobility.

We are robots. At least you could get this impression when you deal with us. Virginia Robot is an observer in our “Global Mobility Academy”. They* comment regularly on our work. For example, when we analyze the process landscape or helping expats with their immigration process Virginia butts in with a comment how AI could do all that faster, better and cheaper.

For the last three years we’ve been experimenting with digital global mobility coaching and transition support with you.

We are in a good position to criticize the digitalization buzz and AI hype. Don’t get me wrong: I’m a fan of new and shiny tech tools and I get excited about apps, but somewhere down the line, they usually disappoint me. For example, on Saturday I tried to book a flight via my Swissair App while on a train. It seems I just entered another country when…the process failed. Now, I’m trying to find out if my booking was saved in an “interrupted” cart or something and haven’t had a response for 48 hours. When you are an entrepreneur time and health are your most critical assets and it frustrates me when I “waste” time.

In 1999, when I called our global tax provider I either received an answer right away or they would call back within 24 hours, because that was considered good client service. Now, when I call I often don’t get a chance to leave voicemail and when I email, I can be happy if I receive a response within seven days. In my book, that’s not good enough. Let alone, that contracts have typos all over and tax declarations need to be corrected. I’m not even a tax advisor but it seems that I smell errors.

My contracts aren’t perfect either. I blame that on the fact that I haven’t really learned basic administrative tasks as usually I would have an assistant supporting me. I can draft, comment and edit, but I don’t really have the energy to make it look perfect.

A few years back the “Executive Assistant”  had been replaced by HR Software and “manager self service”. BUT what if you are building a new team or function? Wouldn’t it help to have admin support or an outsourced virtual assistant sitting at a desk in a home office in Burkina Faso or Bangkok?

So yes, I am interested in exploring working with a colleague such as Virginia Robot as long as they don’t outsmart me in front of my clients. They will probably be better at cost projections while mine may  have formula errors and miss social security data. Virginia will also work 24/7. Maybe they have design skills and a knack for perfect templates.

And they won’t catch a coronavirus, or strain a leg in a skiing accident. At some point they could probably replace our assistant and maybe us as well.

Still, when I look at reality I’m not really worried.

Why we don’t jump on the AI Hype just yet

You may have noticed this yourself too, but in the past few years, Global Mobility has revolved around process segmentation, outsourcing and offshoring.

While this has resulted in tremendous optimization and cost saving, it has also  had the unintended but unfortunate effect of giving this perception and reputation of being “robotic” and “fragmented”.

Before we can teach AI we need to get our digitalization teething issues sorted out globally. On our wishlist is the “holy grail”, the site that rules them all. Disruptors  in this field such as INEOMobility, Topia, ReloTalent, VendiumGlobal, Benivo are racing for developing collaborative sites that speak to each other through API codes.

It is therefore up to us as Global Mobility professionals to bring back the “human touch” to our industry.

Our assumption is that through digitalization we will cut down on the middle person and establish more direct relationships between you and the vendors. We recommend to Global Mobility Professionals to have a personal meeting with you and your spouse before the move and one debriefing meeting after the return. Ideally, a personal catch-up during the home leave also helps.

Even if we cannot imagine a robot filing tax returns, sending social security applications and reviewing immigration documents, because of the complexity of the overall topics, we have to see that essentially we are dealing with data.

When I look at my current reality, I often feel thrown back to 1999 when I started in the field and we moved from net calculations on paper to excel. Due to IT security, GDPR and connectivity issues, I can use my hours on data distribution and entry essentially.

I prefer to sit down with clients in person and talk face-to-face, because then I feel productive. My team of researchers and I thought we should be open to innovation while also looking at risks especially through the intercultural, diversity and inclusion glasses.

Focus on Making Constructive Advances in AI

On the subject of improving Global Mobility, we would also like to discuss possible ways in which Artificial Intelligence (AI) could be integrated into Global Mobility in a positive and constructive manner.

Before we begin, it is important to realize that the technologies that we usually discuss under the label of AI are actually not examples of Artificial Intelligence, but a specific subfield called “machine learning”. Because the latter does not sound as exciting, the general term of AI continues to be used interchangeably, though they shouldn’t be.

We also found more real-life examples related to global recruiting where in the past “Application Tracking Systems” left a lot of broken shards and many applicants felt as if their applications went into a black hole.

One possible way to bring AI to Global Mobility, and something that is already being researched, is integrating recruitment with an algorithm. This algorithm would not be constrained by human biases of any sort – such as sexism or racism – and could focus solely on pertinent skills, qualifications and experience.

Unfortunately, as with all new technologies, we must tread carefully. AI is created by and trained on human values, experiences and examples and can take up our strengths as well as our weaknesses. Some issues reared their heads recently with Google’s AI misbehaving and an AI art project turning racist due to bad training being input to the algorithms. So much of modern technology is influenced, primarily through various funding channels, by the elite of the world and they exert their beliefs and biases on controlling the direction the development and usage takes. In fact, their economic, skin-colour and gender privileges are often visible in these creations.

When the original Kinect was released, it had difficulty recognizing people with darker skin. It was discovered that the early code measured the contrast between the eyes and the upper cheek and nose. So, without optimal lighting conditions, that algorithm was failing to detect people without white or light skin. Later iterations of the product fixed this issue, and worked in sub-optimal light as well.

Another example of AI-gone-wrong was revealed with Amazon scrapping its internal AI-based hiring tool after it was revealed that it was somehow biased against women. Again, because the current AI is actually just machine learning, the recruitment tool learned from the historical data given to it. The professional workplace, like most other aspects of life, was male-dominated and the AI learned to be biased against women’s resumes as a result. Not a good look for AI, and Amazon.

Careful nurturing of this new technology will definitely have benefits not just for Global Mobility, but all aspects of work as we know it.
AI-powered digital spaces are already enabling whole groups of professionals to interact more efficiently and effectively, every social platform utilizes algorithmic data feeds and machine learning of your usage habits to connect you to relevant professionals. That is how thriving communities of artists form on Instagram, writing groups on Twitter and digital marketers on LinkedIn.

This technology has also made its way, to some degree, into strategic workforce planning and even transforming workspaces. The flip side, again, is that businesses need to be wary of adopting these changes too fast, or without any feedback from the employees who will be impacted. In fact, a frequent pushback to such decisions is the employees desire to have a suitable workplace that promotes comfort and familiarity for them, such as break spaces, meeting rooms and workstations.

This brings me full circle to my initial point: the “human touch”. That will be the determining factor to the success or failure of AI adoption. It is critical to maintain the human touch while transitioning processes and systems to AI. So as we rethink our business core and competencies to align with AI and technology, we should do our best to remember that at the heart of our work in Global Mobility are people, with emotions, feelings, skills and abilities, who are diverse and unique and deserve to thrive in the best work conditions. At least for a few years, parts of our brain aren’t yet reproducible according to this neuropsychologist.

At this point, there are no easy solutions as most companies are treading new grounds in adoption and optimization. However, one thing organisations, businesses and Global Mobility Teams can do is to remember to make this shift in a way that aligns with business needs and the needs of the people.

“Think Global People” ran a detailed discussion on this subject which you can read here to increase your knowledge, as AI adoption will soon become the hot topic in Global Mobility.

What’s your experience and preference when dealing with Global Mobility Professionals? How would you feel if you received an automated but personalized email from your colleague in HR instead of a phone call? 

References and further reading:

*They is considered the new default neutral pronoun. We decided to use it for our non-human friends as well as we learned that ‘They’ was called the word of the year for 2019, for this reason that it was inclusive of all genderfluid, humanoid or otherwise beings.

https://www.theguardian.com/science/2019/sep/17/merriam-webster-they-nonbinary-pronoun

https://mindmatters.ai/2020/01/ai-in-the-courtroom-will-a-robot-sentence-you/

https://www.nzz.ch/zuerich/mensch-oder-maschine-interview-mit-neuropsychologe-lutz-jaencke-ld.1502927

https://www.un.org/en/gender-inclusive-language/guidelines.shtml

Any experience with these disruptors?

Topia

https://www.topia.com/

INEO

https://www.ineomobility.com/

Vendium Global

https://www.vendiumglobal.com/

Benivo 

https://www.benivo.com/global-mobility-teams

ReloTalent

https://www.relotalent.com/

VendiumGlobal

https://www.vendiumglobal.com/about

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Robotics is an aspect of technology that deals with the construction, application, and operation of robots. Most people think of robots as gigantic and destructive machines which are too impossible, complicated and expensive to make. But in actuality, you can see applications of robots in everyday life – from automatic cleaners to children’s toys.

Nowadays, educators use robotics to engage students in learning important concepts like science and math. Although robots used in classrooms don’t duel with each other or shoot out laser beams, using them to explain scientific and mathematical concepts is an effective way of keeping students attentive and engaged.

A person programs a mechanical device called a “robot” to obey commands. By following precise instructions set by the programmer, the robot can speak and perform activities in response to commands and its environment.

If you’re a student planning to take on robotics courses, studying it is an excellent stepping stone to an amazing career. With technology becoming even more vital for the future, you should expand your horizon and grab the opportunity. Don’t let the myths and stereotypes hold you back.

Myths About Robotics

1. Only an expert can build a robot.

You don’t need to be a genius or have a degree to begin building a robot. With the right tools and resources, even a kid can build a basic robot.

Nobody is born knowing how to code and program a robot, but hard work, creativity, resourcefulness and perseverance are greater prerequisites for robotics than being a genius. But, of course, in order to advance or improve in the field of robotics, you need to know the basics first by enrolling in robotics classes.

2. You’re too young to learn robotics.

Even at a young age, you don’t need to be an expert so that you can program robots. The positive impact of starting early is that you learn things beyond the coding language.

There are many age-appropriate robotic tools for students which carry less risks of the learner getting overwhelmed. If you’re growing up surrounded by technology, then knowing what makes up the world can help you learn how to navigate it.

3. Robotics is only for those who want to become programmers in the future.

According to Steve Jobs, everybody should learn how to program because it teaches people how to think. While learning robotics will place you in a good career position for the future, it shouldn’t be the only reason why you should!

In today’s digital age, the demand for creative thinkers is increasing. Robotics has touched various career paths beyond simply being a programmer. So regardless of what will happen in the future, robotics is something you should consider. The empowerment and confidence you get from learning new things will surely bring you great benefits.

4. Robotics isn’t fun.

Those glimmery eyes and “aha” moments you see every time someone becomes successful with programming a robot’s are proof that robotics is fun. All it takes is one basic coding activity to spark your interest.

Robotics doesn’t only appeal to students who are interested in creative design beyond computers. In robotics, you can do anything from designing creative games to programming to sketching how your robot will look like while maintaining maximum functionality.

5. Robotics is expensive.

If you’re worried about robotics being expensive, think again. Learning how to code a robot doesn’t require expensive technology. In fact, you can start coding with simple activities which don’t involve technology.

Activities such as solving a maze puzzle, creating a name bracelet using beads, and color coding exercises all do not involve any type of electronic gadget yet effectively teach the fundamentals of coding to kids.

6. Robotics is dangerous.

It’s easy to see why others are hostile about robotics. With Hollywood movies portraying robots as antagonists, people’s minds are fed with negativity regarding machines.

Consider the aspect of robotics where they can be an instrument to save lives. Nowadays, complicated surgery and search-and-rescue missions use robotics technology. Researchers are also looking into nanorobots to possibly fight off diseases within the human body.

By knowing these myths about robotics, you can begin to erase your doubts about this amazing technology. Robotics can give you as much knowledge as possible on what career path to take in the future. It isn’t just an extra-curricular subject, it’s essential learning on where humanity is headed towards.

Truths About Robotics
1. Robotics is an effective way to introduce programming.

For someone who has no background in programming, it can be too abstract. Through robotics, you’ll learn how to control a physical robot and see firsthand what can go wrong. Eventually, you’ll learn to give more specific instructions and understand what robots can and cannot do.

Having hands-on experience in robotics also gives you the opportunity to figure out if it’s something you’ll be interested in for your future career.

2. Robotics provides skills useful for future employment.

With technology rapidly advancing, there’s no doubt that there’ll be a huge need for people who have programming skills. Through robotics, you can acquire the aptitude to land a job in the future.

Robotics is a vital part of the future.

Young children should learn about science to know how the world works. A similar argument applies to how robotics is essential to modern life. Students who have the opportunity to learn about robotics will have the knowledge to make more intelligent choices in the future.

Robotics is changing the job market.

Robots are already changing the workforce visibly. Nowadays, automation is present even in supermarkets and gasoline stations, not just in manufacturing facilities. You can expect that in the time to come, more and more jobs will involve humans working together with robots.

3. Robotics can help solve human problems.

Robotics can help solve big problems plaguing the world so people can improve their way of life. In medicine, the opportunity for robots is quite huge due to their utilization in complex surgeries. Learning about robotics and its applications allows you to make breakthroughs to benefit human society.

4. Robotics provides hands-on learning.

Robotics gives learners practical hands-on experience. You can work with a team to collaborate and use critical skills to program a robot correctly. It’s easier to gain knowledge when there’s a physical robot to manipulate and observe.

It improves your motor skills and hand-eye coordination.
Robotics kits allow you to physically manipulate motors, sensor, gears and many aspects of a machines physical components.

Doing so help you practice synchronizing the use of your fingers and hands with your eyes to hold pieces, dismantle objects and manipulate the robot. When constructing a robot, you also get to master complex motor skills.

It develops computational thinking.
Computational thinking is about recognizing aspects of calculation by thinking abstractly and logically. Robotics helps develop this way of thinking by teaching you how to “think like a machine” to solve problems. This is essential for careers in engineering or anything that involves numbers.

By knowing the myths and truths about robotics, you can remove any uncertainties you have about this technology. Grab the opportunity to learn about robotics today to build a great career path in the future. After all, the sky’s the limit to your imagination, and programming in robotics!

Maloy Burman is the Chief Executive Officer and Managing Director of Premier Genie FZ LLC. He is responsible for driving Premier Genie into a leadership position in STEM (Science, Technology, Engineering and Mathematics) Education space in Asia, Middle East and Africa and building a solid brand value. Premier Genie is currently running 5 centers in Dubai and 5 centers in India with a goal to multiply that over the next 5 years.

International Business Travelers can face many issues. As a Consultant, I would tell you about all the compliance issues and the option of being held in detention if you get caught with the wrong visa or work permit. This is my tale of trying to book a ticket that involved three countries called Switzerland, Germany and France.

Once upon a time in a land far away, locked inside a few mountains, a middle-aged lady, Mrs. W. tried to live in a more environmentally friendly way. So she sent her carriage to Africa. It was the age of mass transportation, the neo-romanticism movement had just begun and a few freaks committed to train travel as a way of life.

Our middle-aged lady, Mrs. W. did consider a horse carriage but the train was the transportation of choice. It promised to offer safety, a view, the potential for a class of wine in the restaurant carriage and most importantly, it was supposedly reliable. Our lady had a commitment in the beautiful city of mustard: Dijon, France.

After two days in this beautiful little town she planned to liaise with her old-time university friend TK and his new, soon-to-be fiancée that she had not met yet. Mrs. W. needed to take a train to Frankfurt in Germany. Then she planned to return home, too late to see off her lover who was going to go on a long adventure in the lands, formerly known as Hindustan.

Mrs. W. tried to book her tickets. Her handmaiden was off on vacation so Mrs. W. so to the task herself. She also could not send her delivery boy, because she had let all the staff go due to urgent renovations happening in her castle (or cottage or mini city apartment).

The first part of the trip, from Zurich to Dijon went fine. The second part seemed more complicated. She first consulted with the train company in Switzerland. It seemed to be difficult for them to issue a ticket where none of the train station was in their territory. Then the train company in Germany told her it would take several days to process a ticket.

She hoped for a faster solution and asked locals in France for help. One of her assigned supporters from the university, gave her the hint to work with the French train company. When she finally managed to obtain a ticket, the confirmation letter told her that the ticket would arrive in four days with the mail. This was the day she would already be gone. Despite the potential of using the telephone, Mrs. W. was not sure if her French was up to the standard for such a complicated conversation.

So Mrs. W tried to contact the French train company again via the common mail exchange.

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How innovative she thought. She first received an answer from a machine.

Bonjour Angie ! Tu l’as sans doute remarqué, j’ai changé … Désormais, je m’appelle OUIbot pour que la seule réponse à tes envies de voyage soit « OUI » !

T’aider à réserver des voyages en train, c’est ma spécialité ! Mais ce n’est pas la seule corde à mon arc… NOUVEAU Maintenant réserve avec moi des trains TGVmax en ajoutant “en TGVmax” à ta recherche !

Mrs. W responded: I don’t speak French

The Machine said:

Désolé, je ne suis pas encore polyglotte… Mais je travaille dur pour y arriver!

The machine told her that he is not “polyglotte” but was working hard to get there. He tried to be funny. Even used emoticons to express his feelings. Mrs. W. was not amused.

She pressed the button “Talk to a Human”. Then she left the scene for a walk in the cold and icy city. She ended up in a bar where she met a friend and was at ease when she returned home. After dinner, she returned to her desk. A human seemed to take of her matter.

Un conseiller va prendre le relais. Pour qu’il soit le plus efficace possible, peux-tu me préciser ta demande ?

Mrs. W. tried to explain the issue in French and English.

Oui, je voudrais changer le ticket pour un ticket en ligne, pas de papier. (I don’t speak French so well but I need to have an online ticket, not a ticket sent by mail. I did not see that the ticket would be sent by mail. I assumed it was always a pdf or online ticket). Can you help me please?

Several hours passed. Nothing happened.

She got the same response. She would have to get a new ticket on the counter and claim the cost back via registered mail.

Mrs. W. gave in. She went to the counter and explained the issue. The lady at SNCF was efficient and helpful and showed her how to claim the ticket costs back. She typed a letter in French. The registered mail cost her CHF 8.60 and she had to go to the post office in person, because her handmaid and the butler had taken the day off again.

The SNCF tickets came a week after she had ordered them. In good time and they looked perfectly like back in the last century. “Handwritten tickets, that’s what’s missing” she thought to herself. The nostalgia that overcame her when she held the tickets in her hand was priceless. Yes, another adventure in the digital age. So Downton Abbey.

Angie

PS: Here is more on International Business Travelers (IBT) and if you need a more serious discussion about the topic please make an appointment with me.

https://www.linkedin.com/pulse/question-judgement-personal-reflection-nicolas-stramilos