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THE NOTTINGHAM REPORTS CONTINUED GROWTH IN FIRST SIX MONTHS OF THE YEAR

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THE NOTTINGHAM REPORTS CONTINUED GROWTH IN FIRST SIX MONTHS OF THE YEAR

Continued growth, strong performance, the announcements of a multi-million pound investment in digital technology and a further seven new branch openings before the end of the year plus the launch of a reward scheme for members has marked the last six months of trading by the Nottingham Building Society (known as The Nottingham).

Key performance highlights include:

  • Gross lending of £544m up 33% on the same period last year and mortgage book growth of 7.1%;
  • Strong retail franchise – 3.9% increase in branch balances;
  • Strong customer advocacy with a net promoter score of 78.4%;
  • Net interest margin at 1.29%;
  • Pre-tax profit of £7.6m, up 7%;
  • Arrears levels remain at a historic low level;
  • Strong capital ratios with Common Equity Tier 1 ratio of 14.4% and leverage ratio of 4.6%.

David Marlow, Chief Executive of The Nottingham, said: “At the beginning of the year we undertook to continue to grow the society, invest in improving our offering and service as well as look at how we could build and reward loyal membership of The Nottingham.

“At the half year point we are pleased to report good progress in all of these objectives. We have continued to grow the balance sheet and have delivered asset growth of 6.1% in the first six months of the year.

“We have achieved this whilst continuing to invest heavily in the society’s capability both for today and the future. Investment in our technology infrastructure is key to both enhancing our offering and developing our defences against the ever-increasing threat of cyber-crime.

“At The Nottingham we are well advanced in our project to house all of the society’s key systems in state-of-the-art dedicated data centres, as well as announcing a partnership with globally renowned technology and customer experience experts Salesforce. This will enable us to provide members with access to our unique advice and service proposition in a manner of their choosing; seamlessly combining phone, tablet, PC and face-to-face advice and service in our growing branch network. The scale of the investment required to achieve these important improvements highlights the society’s ambition, confidence and financial strength.

“We were also delighted to launch our member rewards programme in May. Central to our strategy is to support and reward our loyal members for doing the right thing to protect and plan for their family’s financial future, through providing our unique combination of advice and service all available under one roof.

“Our member rewards programme is designed to reward our loyal members for doing just that, through a range of unique discounts and offers.  Benefits range from £500 off estate agency fees, to discounted fees for making a will, free access to whole-of-market mortgage advice against a standard advice fee of £249 and access to enhanced savings rates.

“This is very much the beginning of an ongoing programme to reward a growing membership for their loyalty to The Nottingham but also rewarding them for planning for their financial futures, something which we believe perfectly demonstrates our mutual ethos.

“As the Group focuses on the delivery of its unique strategy, it does so against a backdrop of good financial performance.

“This is highlighted by the continued growth of our balance sheet driven by gross lending of £544m, up 33% on the first six months of last year. In fact we have exceeded half a billion pounds of lending in a six month period for the first time. This combined with continued strong levels of existing customer retention has enabled us to increase our mortgage assets by 7.1% in the first half of the year.

“We have also sought to continue to build and develop our loyal savings base in branches, where despite a record low UK savings ratio in the first few months of 2017, our savings balances from our 60 branches have continued to grow, up by 3.9% over the period.

“One of our principal responsibilities is to effectively balance the conflicting needs of our savers and borrowers, whilst maintaining sufficient surplus to run the society, meet our regulatory capital requirements and continue to invest for the future.  In the face of continuing reductions in mortgage market rates we feel we have achieved this balance well; attracting good levels of new mortgage lending whilst paying our savers an average rate of 1.0% (four times base rate) and delivering a margin of 1.29%, only a 0.03% point reduction from the 2016 average.

“Overall this has enabled us to deliver a surplus before tax of £7.6m – just above what we achieved in the first half of 2016.  This outcome has resulted from an overall increase in our income of 3.5% compared to the first half of 2016, offset by a 9.8% increase in costs, as the society continues to invest heavily as outlined.

“The current economic and political picture remains very uncertain. Inflation remains above 2%, whilst real wages fall, personal indebtedness continues to increase and interest rates remain at ultra-low levels. This picture overlaid with the uncertainty regarding the potential outcome of Brexit means that we must remain vigilant in how we manage the Society and protect members’ interests.

“However, what is clear is that our members and new customers across our heartland want to be supported and rewarded for how they protect and plan for their family’s financial futures, by a trusted local source.  We were therefore pleased to recently announce that following collaborative discussions with the Yorkshire Building Society, The Nottingham will be opening in a further seven new locations in Bourne, Spalding, Stamford, Huntingdon, Dereham, Fakenham and Thetford, following the closure of the Norwich and Peterborough Society branches in those locations before the end of the year and in doing so offer advice, choice, service and value to the residents of those towns, as well as alternative employment opportunities for staff being made redundant. The Nottingham believes that this unique announcement underscores the strength of our strategy and vibrancy of a regional building society model to offer the residents of towns across our heartland a strong, attractive alternative to the big banks that will help them plan for and protect their futures, whilst rewarding their loyalty.

“The society remains strong with a clear strategy for growing membership and a proposition which is distinct and valued.  Whilst headwinds and uncertainties remain, the Board of The Nottingham has confidence in its plans to continue to grow the Society in a safe and secure way, through differentiating strongly from the big banks and continuing to support and reward our growing membership.”

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Deloitte: Middle East organizations need to rethink their workforce in the wake of COVID-19

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Deloitte: Middle East organizations need to rethink their workforce in the wake of COVID-19 1

Organizations in the Middle East have had to take immediate actions in reaction to the COVID-19 pandemic, such as shifting to remote and virtual work, implementing new ways of working and redirecting the workforce on critical activities. According to Deloitte’s 10th annual 2020 Middle East Human Capital Trends report, “The social enterprise at work: Paradox as a path forward,” organizations now need to think about how to sustain these actions by embedding them into their organizational culture.

“COVID-19 has created a clarifying moment for work and the workforce. Organizations that expand their focus on worker well-being, from programs adjacent to work to designing well-being into the work itself, will help their workers not only feel their best but perform at their best. Doing so will strengthen the tie between well-being and organizational outcomes, drive meaningful work, and foster a greater sense of belonging overall,” said Ghassan Turqieh, Consulting Partner, Human Capital, Deloitte Middle East.

According to the Deloitte report, many organizations in the Middle East made quick arrangements to engage with employees in the wake of the pandemic through frequent communications, multiple webinars where senior leaders addressed employee concerns, virtual employee events, manager check-ins, periodic calls and other targeted interactions with the workforce.

The report also discussed how UAE and KSA governments have reexamined work policies and practices, amended regulations and introduced COVID-19 initiatives to support companies and the workforce in the public and private sectors. Flexible and remote working, team-building and engagement activities, well-ness programs, recognition awards and modern workspaces are among the many things that are now adding to the employee experience.

Key findings from the Deloitte global report include:

  • Only 17% of respondents are making significant investments in reskilling to support their AI strategy with only 12% using AI primarily to replace workers;
  • 27% of respondents have clear policies and practices to manage the ethical challenges resulting from the future of work despite 85% of respondents saying the future of work raises ethical challenges;
  • Three-quarters of leaders are expecting to source new skills and capabilities through reskilling, but only 45% are rewarding workers for the development of new skills; and
  • Only 45% of respondents are prepared or very prepared to take advantage of the alternative workforce to access key capabilities despite gig workers being likely to comprise 43% of the U.S. workforce this year according to the Bureau of Labor Statistics.

“Worker well-being is a top priority today, and similarly to the rest of the world, companies in the Middle East are focusing their efforts to redesign work around well-being by understanding workforce well-being needs,” said Rania Abu Shukur, Director, Human Capital, Consulting, Deloitte Middle East.

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One in five insurance customers saw an improvement in customer service over lockdown, research shows

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One in five insurance customers saw an improvement in customer service over lockdown, research shows 2

SAS research reveals that insurers improved their customer experience during lockdown

One in five insurance customers noted an improvement in their customer experience over lockdown, according to research conducted by SAS, the leader in analytics. This far outweighed the 11% of customers who felt it had deteriorated over the same period.

This is positive news for insurers during such challenging times, with 59% of customers also saying that they would pay more to buy or use products and services from any company that provided them with a good customer experience over lockdown.

The improvement in customer experience also coincides with a rise in the number of digital customers. Since the pandemic started, the number of insurance customers using a digital service or app has grown by 10%. Three-fifths (60%) of new users plan to continue using these digital services moving forward.

However, while the number of digital users grew over lockdown, half of the insurance customer base has not yet chosen to move to digital insurance apps or services.

Paul Ridge, Head of Insurance at SAS UK & Ireland, said:

“It’s impressive that there was a net improvement in customer experience during lockdown, despite the challenges the industry was facing with a transition to remote working and increased claims for things like cancelled holidays. While many were forced to wait on customer help lines for long periods, part of the improvement may be explained by even a small (10%) increase in the number of digital users.

“However, it’s clear that a huge number of customers are still yet to make the move online. It’s vital that insurers provide the most accurate, timely and relevant offerings to customers, and this is best achieved by having additional insight into online customer journeys so they can understand them better. Using analytics and AI, insurers can seize this opportunity to digitalise their customer experience and offer a more personalised approach.”

Meanwhile, for insurers that fail to offer a consistently satisfactory customer experience, the price could be severe. A third (33%) of customers claimed that they would ditch a company after just one poor experience. This number jumps to 90% for between one and five poor examples of customer service.

For more insight into how other industries across EMEA performed during lockdown, download the full report: Experience 2030: Has COVID-19 created a new kind of customer? 

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The power of superstar firms amid the pandemic: should regulators intervene?

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The power of superstar firms amid the pandemic: should regulators intervene? 3

By Professor Anton Korinek, Darden School of Business and Research Associate at the Oxford Future of Humanity Institute. Gosia Glinska, associate director of research impact, Batten Institute for Entrepreneurship and Innovation, Darden School of Business

Recent news that Apple hit a market cap of USD2 trillion highlights an extraordinary success story: A once struggling computer-maker on the verge of bankruptcy innovates its way to becoming the most valuable publicly traded company in the United States.

Apple’s 13-figure valuation is indicative of a larger trend that is not entirely benign — the rise of a handful of superstar firms that dominate the economy. Over the past three decades, advances in information technology, mainly the Internet, have supercharged the superstar phenomenon, allowing a small number of entrepreneurs and firms to serve a large market and reap outsize rewards. And COVID-19 has greatly accelerated the phenomenon by pushing us all into a more virtual world.

Apple — along with Amazon, Facebook, Google, Microsoft and Netflix — is a case in point. The combined market value of those six companies exceeds USD7 trillion, which accounts for more than a quarter of the entire S&P 500 index. Even amid the pandemic’s economic wreckage, these megacompanies continue to prosper. The combined share price for Apple and its five peers was up more than 43 percent this year, while the rest of the companies in the S&P 500 collectively lost about 4 percent.[1]

Superstar firms can be found in almost every sector of the economy, including tech, management, finance, sports and the music industry. They command increasing market power, which has consequences for technological, social and economic progress. It is, therefore, critical to understand how their advantages arose in the first place.

THE FORCES BEHIND THE SUPERSTAR PHENOMENON

The “economics of superstars” was first studied by the late University of Chicago economist Sherwin Rosen. Forty years ago, Rosen argued that certain new technologies would significantly enhance the productivity of talented workers, enabling superstars in any industry to greatly expand the scope of their market, while reducing market opportunities for everyone else.[2] Digital innovations, including advances in the collection, processing and transmission of information, is what Rosen envisioned would lead to the superstar phenomenon.

Digital technologies are information goods, which are different from the traditional, physical goods in the economy. What it means is that fundamentally different economic considerations apply. Unlike physical goods — a loaf of bread or a car — information goods have two key properties: They are non-rival and excludable. Non-rival means that something can be used without being used up. Excludability means that an owner of digital innovation can prevent others from using it, by protecting it with patents, for example. These two fundamental properties of information goods are what give rise to the superstar phenomenon.

In a working paper I co-authored with Professor Ding Xuan Ng at Johns Hopkins University[3], we described superstars as arising from digital innovations that require upfront fixed costs that allow firms to reduce the marginal costs of serving additional customers.[4] For example, once an online travel agency has programmed its website at a fixed cost, it can easily displace thousands of traditional travel agents without much additional effort, scaling at near-zero cost.

Because a firm can exclude others from using its digital innovation, it automatically gains market power. The innovator then uses that power to charge a mark-up and earn a monopoly rent — basically, a price superstars charge in excess of what it costs them to provide the good — which we call the ‘superstar profit share’.

THE POLICYMAKER’S DILEMMA

In a vibrant free market economy, businesses compete for customers by innovating and improving their offerings while keeping prices low; otherwise, they are displaced by more innovative rivals entering the market. Unfortunately, the increasing monopolization of the economy by technology superstars is weakening the competitive environment around the world.

Monopoly power is the main inefficiency from the emergence of superstar firms, because superstars can exclude others from using the innovation that they have developed.

So, what policy measures can be employed to mitigate the inefficiencies arising from the superstar phenomenon?

We do have antitrust policies designed to promote competition and hence economic efficiency. Authorities could take a drastic measure and break up monopolies. Or they could tax all those excess profits megacompanies make.

Another policy to consider involves giving consumers control rights over their data. Right now, only companies have that data, and they are selling it. If you free it up and don’t allow them to sell it anymore, it reduces their monopoly profits. And if you give consumers more freedom over their data, they could, for example, share it with the latest start-up and create a more competitive landscape.

However, such policy remedies can be a double-edged sword. On the one hand, they reduce monopoly rents. On the other hand, they can also reduce innovation.

Innovation requires investments in R&D, which represent a significant sunk cost that only large firms can afford. Government regulations can easily backfire, discouraging large firms from making long-term R&D investments.

What, then, is the best policy intervention? Professor Ding Xuan Ng and I believe that basic research should be public. Digital innovations should be financed by public investments and should be provided as free public goods to all. This would make the superstar phenomenon disappear, and the effects of digital innovation would simply show up as productivity increases.[5]

We live in a brave new world that is increasingly based on information. Because the information economy is different from the traditional economy, antitrust policy should be revamped to reflect that. Instead of worrying about the economy being eaten up by these gigantic monopolies, policymakers need to focus on the question ‘What specific actions can we pursue to make the economy more competitive and efficient?’

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