International Assignments New Business Models Right

NONTRADITIONAL ONBOARDING / DIGITAL NOMADS / MARKET SUMMARY: CHARLOTTE, NORTH CAROLINA / DESTINATION PROFILE: ISTANBUL

Magazine of Worldwide ERC® October 2020

ARE YOU WINNING THE RACE, KEEPING PACE, OR AheadAhead GETTING LEFT BEHIND?

HOW TO EMBRACE NEW BUSINESS MODELS

INTERNATIONAL ASSIGNMENTS IN THE AGE OF REMOTE WORK

KEY DATA FOR THE RIGHT MOVES STEWART REFRAMED DON’T Things at Stewart are changing. Improving. We’re advancing every day – financial strength, customer experience, shared expertise. We’re structuring new methods of supporting our customers and partners, ones that create winning relationships TAKE and greater success for all of us. We’re pushing ourselves to rethink the way we do business so we can better help you grow yours. This is the new Stewart. Doing more so we can continue to succeed together. Redefined and moving ahead. OUR See what our changes mean for you. Visit stewart.com/mobility920. WORD FOR IT.

John has been outstanding throughout in all interactions. He is professional, thorough, responsive, and dedicated to understanding and solving #AiresWordsToMoveYou2020 problems. I have relocated 20+ times in my life, and he’s been the best relocation coordinator I have ever worked with! –Jill U.S. to India scan to learn more about Aires

2020

While the quotes are real, some names and identifying details have ®2020 American International Relocation Solutions, LLC © 2020 Stewart. All rights reserved. been changed to protect the privacy of Aires and our clients. DON’T TAKE OUR WORD FOR IT.

2020

While the quotes are real, some names and identifying details have ®2020 American International Relocation Solutions, LLC been changed to protect the privacy of Aires and our clients. Contents FEATURES

PG 38 THE BEST THING SINCE SLICED BREAD PG 46 MOBILITY MATTERS By Eric House By Jon Ferguson What mobility needs to know about Onboarding that goes way embracing disruptive new business beyond showing new hires models. to their desk and computer.

PG 42 OVERCOMING THE REMOTE PG 48 ABOVE STANDARD WORK CHALLENGE By Heather Larson By Geoff Williams As the world continues to undergo At a time when more of us are rapid change, the Workforce Mobility working from home, international Benchmarking Database is arming industry assignments are still occurring— professionals with key data to make the with just a few differences. right moves.

PG 52 DESTINATION PROFILE: ISTANBUL By Ebru Demirel A city that continues to surprise and fascinate.

COVER STORY PG 32 DISRUPTION AHEAD By M. Diane McCormick Are you winning the race, keeping pace, or getting left behind?

2 Mobility | October 2020 A WORLD OF DIFFERENCE IN IMMIGRATION

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COLUMNS Worldwide ERC® Karen Cygal PG 8 PERCEPTIONS Senior Vice President, Product Development Leading the Race

Eric House Writer-Editor PG 26 PUBLIC POLICY Anticipating the Impact of EDITORIAL/DESIGN/MEDIA SALES U.S. Elections on Mobility Policy The YGS Group Craig Lauer, Content & Copy Director Ashley Reid, Senior Managing Editor PG 28 MARKET SUMMARY: Danielle Wong Moores, Senior Editor CHARLOTTE, NORTH CAROLINA Steve Kennedy, Copy Editor Charity Fox, Account Manager By Catharine Pappas Melissa Wiedemann, Photo Editor

Serena L. Spiezio, Vice President Megan M. Hacker, Art Director DEPARTMENTS Zack Buchanan, National Sales Manager PG 6 CALENDAR OF EVENTS [email protected] +1 717 430 2291 Heather Macaluso, Account Executive PG 10 TIPS & TRENDS [email protected] How to Spot a Disruptor +1 717 430 2224 By Eric House PRINTING The YGS Group ® York, PA PG 15 AROUND THE WORLDWIDE ERC In Case You Missed It (ICYMI) Worldwide ERC® Front Page ® ABOUT WORLDWIDE ERC Executive Spotlight Worldwide ERC® is the workforce mobility association for professionals who oversee, manage, or support U.S. Collective Wisdom domestic and international employee transfers. The YP40 organization was founded in 1964 to help members overcome the challenges of workforce mobility. PG 30 THE NUMBERS OUR PURPOSE We empower mobile people through meaningful connections, WalletHub’s Coronavirus and unbiased information, inspired ideas, and solutions. Working From Home Survey

PG 59 ADVERTISERS’ INDEX

PG 64 INDUSTRY INSIGHTS Top Destinations for Digital Nomads During and After COVID-19 By Francis Chantree

worldwideerc.org | Mobility 5 MOBILITY Vol. 41 No. 10 • October 2020 Calendar of Events EXECUTIVE COMMITTEE Chairman of the Board Edward Hannibal, GMS OCTOBER 2020 Deloitte Tax LLP, Chicago, Illinois, USA Immigration Budgeting in Today’s Environment Chair-Elect 6 October Kerwin Guillermo Hewlett Packard Enterprise, Singapore Webinar sponsored by Berry Appleman & Leiden LLP worldwideerc.org/events-webinars Vice Chair – Finance Andrew P. Walker, GMS-T Global Workforce Symposium 2020 EY, New York, New York, USA 28 October–20 November Vice Chair – Talent Community Global Online Event Sigrid Nauwelaerts worldwideerc.org/events-conferences Johnson & Johnson, Beerse, Belgium President and Chief Executive Officer Lynn Shotwell, GMS DECEMBER 2020 Worldwide ERC®, Arlington, Virginia, USA Planning for End-of-Year Travel and Expiration of Travel Bans BOARD OF DIRECTORS Merritt Q. Anderson 3 December San Jose, California, USA Webinar sponsored by Berry Appleman & Leiden LLP worldwideerc.org/events-webinars Erik Eccles Airbnb, San Francisco, California, USA Horst A. Gallo MAY 2021 IBM, Armonk, New York, USA Advance 2021 Binwa Sethi 24–26 May Threefold Leadership LLC, New York, New York, USA San Francisco Shelby Wolpa worldwideerc.org/events-conferences InVision, Austin, Texas, USA Hubert Zydorek OCTOBER 2021 The University of Texas at Dallas (Naveen Jindal Global Workforce Symposium 2021 School of Management), Richardson, Texas, USA 20–22 October EX-OFFICIO DIRECTORS Chicago Immediate Past Chairman worldwideerc.org/events-conferences Sue Carey, SCRP, SGMS-T Baird & Warner, Chicago, Illinois, USA Chairman, Foundation for Workforce Mobility Anne Bartoloni, SCRP Excelsior, Minneapolis, Minnesota, USA

Mobility (ISSN 0195-8194) is published monthly by Worldwide ERC®, 4401 Wilson Boulevard, Suite 510, Arlington, VA 22203-4195, +1 703 842 3400. Mobility examines key issues affecting the global mobility workforce for the benefit of employers and firms or individuals providing specific services to relocated employees and their families. The opinions expressed in Mobility are those of the authors and do not necessarily reflect the opinions of Worldwide ERC®. Mobility is printed in the United States of America. Periodical postage paid at Arlington, VA, and additional mailing offices. Worldwide ERC® members receive one annual subscription with their membership dues. Subscriptions are available to both members and nonmembers at $48 each per year. Copyright ©2020 by Worldwide ERC®. All rights reserved. Neither all nor part of the contents published herein may be reproduced in any READ ALL ABOUT IT! form without written permission from Worldwide ERC®.

About what? That’s our question for you! Send your suggestions for topics you’d like to read about in Mobility to [email protected].

POSTMASTER: Send address changes to Mobility, Worldwide ERC®, 4401 Wilson Boulevard, Suite 510, Arlington, VA 22203-4195.

6 Mobility | October 2020 Where do we go from here?

The coronavirus pandemic that has touched every aspect of our personal and professional lives is sure to have lasting effects on mobility, too. Companies will be operating in newly challenging economic times, employees might view the prospect of relocation differently, and many barriers to the flow of talent could remain indefinitely. All of this will cause many companies to rethink their relocation programs for the ‘20s. When you’re ready, TRC is here to help. Our employee-ownership culture embraces change and fosters creative thinking. We’d like to help you optimize your program for the ‘20s and beyond. TRC is one of Inc. Magazine’s 2020 Best Workplaces! Learn more about TRC at trcglobalmobility.com PERCEPTIONS

Leading the Race

n certain types of racing, there’s a phenomenon known as drafting, in which racers follow one another in a close line, reducing drag. In other words, they’re able to move faster and build momentum off one another. A virus and a race may not appear to have anything in common at first glance, but in much the same way, COVID-19 has led the way to help speed disruption in the global mobility industry. Tools to allow virtual home tours, electronic signatures on mortgage documents, and remote work were available before—but were not the norm. And, while many companies in our industryI have been hard-hit, others are bouncing back as people seek bigger homes and more rural locations, and as essential workers continue to relocate. “This pandemic isn’t going to last forever,” says Stephen C. McGarry, SCRP, director of global mobility at WPP (“Overcoming the Remote Work Challenge,” page 42). “The moving industry will come back. People will move globally again. It’s just a matter of time. It’s just time. That’s all it is.” One thing is certain—when mobility comes back, it will look different than before. Mobility teams will need to leverage technology, standardized data, and agile thinking to ensure assignment success. “There’s power in numbers,” says Jim Carroll, SCRP, SGMS-T, senior manager, global mobility, at WestRock, and Worldwide ERC® is providing one such powerful tool for the future through our Workforce Mobility Benchmarking Database (“Above Standard,” page 48). Started in 2019 and launched this spring, it’s the first database of its kind offering a unified resource and a standard for mobility program benchmarking data (worldwideerc.org/workforce-mobility-benchmarking-database). And that’s just one of the many changes that have been happening here at Worldwide ERC®, even before “The Great Pause.” As your association, we’ve shifted focus to ensure that we remain a valued resource providing trusted and independently verified information. We’ve been proactively working to meet your lifelong learning goals and provide industry credentials. And we are actively mentoring your next generation of leaders. In our cover feature, “Disruption Ahead” (page 32), we say that now is not the time to fear change but to leverage it. “We can wait and see what happens, or we can decide that we are going to define the future,” says Nitzan Yudan, CEO of Benivo. In other words, let’s work together and lead the race.

LYNN SHOTWELL, GMS President & CEO Worldwide ERC®

8 Mobility | October 2020 EXCELLENCE Let us guide you through the unexpected. Today’s unpredictable immigraƟon climate requires ﬂexibility, experience, and a commitment to puƫng you ﬁrst. Wherever your business takes you – in the U.S. or around the world – your Foster team reaches to deliver full immigraƟon support.

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How to Spot a Disruptor

BY ERIC HOUSE he business world is no stranger to competition, but the idea of a WRITER-EDITOR disruptor is compelling both within the business world and outside WORLDWIDE ERC® of it. Maybe it’s competitive human nature, but folks love to witness a tried-and-true entity getting a new challenger—and we all love the Send your article ideas, shiny new thing on the market. It’s in music, when an innovative new letters, and feedback to artist upends the classic career musician, or in politics when someone [email protected]. with decades of public service must face off against bright, young competition. But what exactly is a business disruptor, and how do you spot one? Academic and business consultant Clayton Christensen coined the term disruptive Tinnovation, describing “a process by which a product or service takes root initially in simple applications at the bottom of a market and then relentlessly moves up market, eventually displacing established competitors.” In the business world, a disruptor might look a little something like this:

• It’s found on the lower tiers of the market. Christensen explained that “sustaining innovations” occupy the higher tiers of the market by charging the highest prices on the most demanding and sophisticated customers to achieve maximum profitability. This opens the door to disruptors, who often have lower gross margins, smaller target metrics, and simple products and services that, at the outset, don’t appear as attractive as the sustaining innovations.

• It utilizes technology. Technology enables disruption by its very nature—did anyone expect us to have our email connected to our wristwatches by now? The market is all about accessibility, and disruptors can use technology to introduce simple, accessible solutions. Netflix and other streaming services are prime examples: By offering low-cost, accessible media through our televisions and computers, they completely disrupted the brick-and-mortar video rental stores.

• It’s taking its sweet time. Disruption implies a sudden shake-up to the status quo. Indeed, it often seems as if disruptors appear out of thin air. But it’s important to understand that by starting out on the lower end of the market, they usually have a long way to go. Wikipedia launched in 2001, but it took years for it to gain notoriety and surpass the Encyclopedia Britannica. Disruption takes time, but the payoff can be worth the wait.

Disruptors come in all shapes and sizes. To stay competitive in ever-evolving markets, knowing what to look out for can not only help your business to survive, but to adapt— and maybe even disrupt, too.

10 Mobility | October 2020

CHASE RELOCATION CONSISTENTLY SCORES HIGHER THAN THE INDUSTRY IN AVERAGE SATISFACTION Trippel’s 2020 Transferee Survey1

Find out how we can help you and your employees. New home. New town. New people. 1-833-422-7013 | chase.com/relocation We give your employees someone they can trust.

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12020 annual Nationwide Relocating Employee Survey© conducted by Trippel Survey & Research, LLC ©. All home lending products are subject to credit and property approval. Rates, program terms and conditions are subject to change without notice. Not all products are available in all states or for all amounts. Other restrictions and limitations apply. Home lending products oﬀ ered by JPMorgan Chase Bank, N.A. ©2020 JPMorgan Chase & Co. IC20-2210 CHASE RELOCATION CONSISTENTLY SCORES HIGHER THAN THE INDUSTRY IN AVERAGE SATISFACTION Trippel’s 2020 Transferee Survey1

Find out how we can help you and your employees. New home. New town. New people. 1-833-422-7013 | chase.com/relocation We give your employees someone they can trust.

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Arpin Group, Inc. is an industry leader in providing household goods Air moving and storage solutions. We specialize in domestic and international moving for corporate, government, and military customers and are a preferred supplier of relocation managment companies since we are truly independent and not owned by an RMC. In fact, Arpin earned the #1 ranking in supplier satisfaction according to the 16th and 15th Annual Relocation Managers’ Survey© conducted by Trippel Survey & Research© Sea on international mobility in 2020 and 2019 respectively.

With offices throughout North America, Europe, Asia, and the Middle East, Arpin provides a seamless moving experience and the highest quality services to its customers worldwide.

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Arpingroup.com [email protected] +86 186 1174 7638 #ArpinMove Worldwide Transportation SolutionsSM AROUND THE WORLDWIDE ERC ®

In Case You Missed It (ICYMI)

In times of change around the world, Worldwide ERC® continues our efforts to keep our members up to WHAT’S HAPPENING ON SOCIAL? speed. If you haven’t already—mark your cal- FOLLOW US! @WORLDWIDEERC endars! This month begins the all-virtual Global Workforce Symposium. Taking place 28 October to LinkedIn – We invited you to sign up for our 20 November, this year’s GWS is a monthlong event e-newsletter to receive news and updates at your own that will provide you with leading-edge educational pace—daily, weekly, or monthly. Just visit worldwideerc.org tracks, social networking opportunities, and even a and tell us your preferences. Recent e-newsletters informed virtual exhibit hall. Plus, the virtual event removes you that Fannie Mae and Freddie Mac are taking steps to the need to travel and will be scheduled to accom- transition out of government conservatorship and extend modate multiple time zones. For more information several loan origination flexibilities, and provided updates on registration, visit worldwideerc.org/events-directory/ on the European Union’s 27 member states reaching an gws-2020/home. agreement to put forth a €750 billion coronavirus pandemic In September, we also engaged you through recovery fund. informative webinars to keep you updated and educated on issues relevant to mobility. For exam- Twitter – We shared additional news on how the ple, we conducted a webinar that provided tips increase in remote work options as well as concerns for immigration professionals adapting to the new related to COVID-19 have American workers considering reality of managing a global workforce. We also held relocation, along with the news of U.S. President Trump a webinar on considerations for the development signing an executive order on “Aligning Federal Contracting of a remobilization strategy, including stakeholder and Hiring Practices With the Interests of American Workers.” engagement, due diligence, practical guidelines, and We also updated you on Congress and the president’s efforts best practices for mobility teams. to provide additional financial relief to workers and their As part of our Safely Back to Work Initiative, we families struggling due to the coronavirus. released our Workforce Mobility Safety Framework, which elevates top industry resources to help your Facebook – We posted new research showing that organization plan for recovery now and will assist employees are experiencing negative company your business in safety and success ahead. Learn culture and how businesses can and must harness the more at worldwideerc.org/coronavirus. We’ve added power of belonging. We also reminded you about your new courses to our learning portal, and remember, Worldwide ERC® membership. Don’t let it lapse—continue it’s never too late to earn your professional desig- to enjoy the benefits offered by the world’s premier trade nation. Worldwide ERC® makes it easier for you to association for talent management and global mobility. earn your Global Mobility Specialist (GMS)® certifi- Learn how at worldwideerc.org/membership. cation! Visit worldwideerc.org/gms-detail to get started.

worldwideerc.org | Mobility 15 AROUND THE WORLDWIDE ERC ®

Worldwide ERC® Front Page Photo courtesy of Suddath Workplace Solutions Workplace Photo courtesy of Suddath

SUDDATH WORKPLACE SOLUTIONS LAUNCHES BACK TO WORK PLANNER

Suddath Workplace Solutions has created a 20-page employees back to the office. This comprehensive Back to Work Planner for facility managers and guide has everything you need to make the process business owners, with tips and tricks from experts easy and efficient.” providing everything employers need to know in Companies can then check strategies against the order to optimize offices for employees’ return. The READY acronym: guide includes information about how to reengineer • Remove seats and tables to meet social distancing workspaces to meet social distancing guidelines, as guidelines. well as interactive checklists available for download. • Exits and entrances marked as one way to create Features include: traffic flow in halls and aisles. • Step-by-step instructions to prepare for re-opening • Add signage, floor markers, instructions, mobile your office. cleaning stations, and PPE pickup. • Social distancing tips for workspaces. • Dividers, screens, partitions, and panels provided • The easy button for getting remote employees back for protection. into the office. • “You” spaces for employees to work individually. • Convenient, interactive back-to-work checklists to According to the company, the planner aims to stay organized. help managers provide “a better, more optimized • Visual representations of reconfigured workspaces. environment where your returning employees feel For example, the guide suggests, “Find out if comfortable and safe.” your business is READY with our easy acronym and To access the guide, visit suddath.com/ get step-by-step instructions to plan for returning backtoworkplanner.

16 Mobility | October 2020 ATLAS CANADA WINS READERS’ CHOICE “We are very proud of our network of profes- AWARD FOR RELOCATION SERVICES sional moving agents across Canada and our staff The Canadian HR Reporter magazine has announced that here in Oakville, Ontario,” says Barry Schellenberg, Atlas Canada, a subsidiary of Atlas World Group Inc., president and COO of Atlas Van Lines Inc. “Their has won the 2020 Canadian HR Reporter Readers’ Choice strong customer focus and commitment to service Award in the Relocation Services category. Atlas was also quality is the reason the Atlas Canada brand is chosen as the top relocation services company in 2019. synonymous with trust and reliability. Our agents The Canadian HR Reporter is a printed and provide a true national network, delivering safe online magazine catering to the Canadian human and dependable moving services in all provinces resources sector. Thousands of readers voted for and territories.” their preferred HR suppliers in a variety of sectors, Atlas Canada entered the Canadian market in 1963 including consulting, education, payroll, technol- and today has more than 100 agents across Canada ogy, and relocation services. This is the fifth year providing local, long-distance, international, and for the Readers’ Choice Awards. cross-border moving services. M

Workday + Topia = A Global Talent Lens

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• Instant access to key talent and mobility information

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To learn more visit: www.topia.com/workday

worldwideerc.org | Mobility 17 AROUND THE WORLDWIDE ERC ®

2020 Worldwide ERC® Service Award Recipients MERITORIOUS SERVICE AWARD RECIPIENTS DR. STEPHAN M. BRANCH KAY LYNN CLAY, CRP PAMELA JACKNICK, CRP, GMS CHARLES W. McDANIEL World Trade Resource Inc. ArcBest NEI Global Relocation Hilldrup New York, New York, USA Fort Smith, Arkansas, USA Antioch, Illinois, USA Stafford, Virginia, USA

KATHY BURROWS, CRP, SGMS MARTIN P. FOXWELL, CRP OLIVIER JOURDAN, GMS-T THOMAS REYNOLDS, CRP, SRPA SIRVA Worldwide Inc. Bristol Global Mobility Santa Fe Relocation Reynolds Appraisal Company Cleveland, Ohio, USA Phoenix, Arizona, USA Wan Chai, Hong Kong Wilmington, Delaware, USA

ROB CABALLERO GARY GRUND MEREDITH L. KENNEDY, CRP, ALGERNON WADSWORTH, GMS Berry Appleman & Leiden LLP Budd Van Lines GMS-T Deloitte Houston, Texas, USA Somerset, New Jersey, USA Dwellworks LLC Hong Kong, China Asia Pacific Rochester Hills, Michigan, USA KATHRYN CASSIDY LORI M. HASSLER, CRP Altair Global Boeing Company RAY KIRBY, CRP, GMS Plano, Texas, USA St. Louis, Missouri, USA Nordstrom Seattle, Washington, USA ANGELA M. CHRZ, CRP DEBORAH HOLIDAY, CRP SIRVA Worldwide Relocation Wells Fargo Home Mortgage and Moving Southport, North Carolina, USA Excelsior, Minnesota, USA

DISTINGUISHED SERVICE AWARD RECIPIENTS FIRST-TIME DISTINGUISHED TWO-TIME DISTINGUISHED THREE-TIME DISTINGUISHED FOUR-TIME DISTINGUISHED SERVICE AWARD SERVICE AWARD SERVICE AWARD RECIPIENT SERVICE AWARD RECIPIENTS RECIPIENTS JAMES CARROLL, SCRP, SGMS-T RECIPIENTS/HALL OF KERWIN GUILLERMO JERRY FUNARO, SCRP, SGMS-T WestRock Company Hewlett Packard Enterprise TRC Global Mobility Inc. Richmond, Virginia, USA LEADER INDUCTEES Singapore Chicago, Illinois, USA SUE CAREY, SCRP, SGMS-T Baird & Warner Chicago, Illinois, USA GUSTAVO HIGUERA JR., SCRP, TONYA L. HAMILTON, SCRP, GMS GMS-T Berkshire Hathaway HomeServices DALE L. COLLINS, SCRP, GMS Weichert Workforce Mobility Inc. Woodmont Realty Graebel Companies, Inc. Pembroke Pines, Florida, USA Brentwood, Tennessee, USA Aurora, Colorado, USA LYNNE E. JAMES, SCRP, SGMS EDWARD HANNIBAL, GMS OneWorld Relocation Services Deloitte Atlanta, Georgia, USA Chicago, Illinois, USA

LEIGH MASSEY HAYES, SCRP Atlanta Fine Homes Sotheby’s International Realty Atlanta, Georgia, USA

DAVID S. OLTMAN, SCRP Ineo LLC Danbury, Connecticut, USA

ANDREW WALKER, GMS-T EY Summit, New Jersey, USA

18 Mobility | October 2020 DELIVERING HAPPY, PRODUCTIVE EMPLOYEES READY TO TAKE YOUR BUSINESS TO THE NEXT LEVEL REQUIRES SOMETHING EXTRA.

At Sterling LexiconSM that something extra is the passion, care and commitment our team brings to everything we do.

Whether you’re relocating one or 1,000 employees, or managing global assignees, Sterling Lexicon o ers the same personalized and caring approach every employee deserves.

We are committed to treating each client like our only client, o ering tailored solutions that meet your specific business goals, and ensuring you have the expert network and insights needed to make better informed program decisions.

STERLINGLEXICON.COM

Executive Spotlight STERLING LEXICON ANNOUNCES NEW strategy and worked in collaboration with cross- ROLES FOR DANCE AND WHITE departmental teams and industry stakeholders to At Sterling Lexicon, David Dance has been develop in-person and virtual event programs, promoted to president, with global leadership as well as website article and print publication responsibility for the entire organization. Kristin content, including Mobility. White has also joined the company as senior “With extensive experience in both the market- manager, content and campaign strategy. ing and global mobility industries, Kristin brings David Dance In his expanded role, Dance is responsible for a wealth of expertise to Sterling Lexicon,” says the overall strategic development of the business, Marketing Director Michelle Dopps. “She is pas- driving revenues and profitability, expanding sionate about learning new things, telling com- operational and technology capabilities, and pelling stories, and finding unique and engaging improving the overall client and transferee experi- ways to share information. And as a former ence. He brings more than 20 years’ experience in expatriate, she brings firsthand knowledge about the relocation industry to his new position. Since the customer experience to her new role.” rejoining the organization two years ago, he has been instrumental in the global repositioning of GRAEBEL PRESIDENT RON DUNLAP TAKES the company and the development of its overall ON EXPANDED LEADERSHIP ROLE strategy as it works to optimize the intersection of Graebel Companies Inc. has appointed Chief people, technology, and services to create a leading Operating Officer Ron Dunlap to the role of presi- Kristin White end-to-end global mobility company. dent, taking on increased responsibility for corporate “We gained significant market momentum strategy, customer experience, and business success. pre-crisis and expect to get back to our winning As Graebel’s COO for more than 11 years, ways as the market begins to reopen and opportu- Dunlap managed client development, customer nities present themselves. We are also excited about service, operations, IT, and supply chain man- the core strategic initiatives that we continue to agement on a global level. During his tenure at invest in to support the accelerated growth of this Graebel, his contributions have led to the com- business,” says Michael Brannigan, president and pany’s continued success and rapid international CEO of The Suddath Companies, parent company expansion, as well as development of industry- for Sterling Lexicon. “I am highly confident that leading technology and service delivery. David will drive the successful execution of the In his expanded role, Dunlap will drive strategic initiatives and our overall strategy as he development of the company’s strategy, focused steps into this expanded role.” on enhancing client and assignee experiences, Ron Dunlap Based in Silver Spring, Maryland, White advancing Graebel’s technology strategy and is responsible for all aspects of marketing capabilities, and elevating its business perfor- content development, using best practices to mance to meet the challenges and opportunities engage prospects, drive demand generation, of the future. and nurture business leads through the devel- “This is a defining moment for the future of opment of high-quality content, campaigns, mobility,” says Bill Graebel, chairman and chief and thought leadership. executive officer. “Ron is passionate and committed White has nearly 25 years of experience in mar- to building on Graebel’s success every day, and I keting and communications, as well as extensive look forward to continued collaboration with him experience in the global mobility industry. Before to accelerate the trajectory of our company to meet joining Sterling Lexicon, she worked for nine the evolving needs of our customers.” years at Worldwide ERC® as senior manager, con- Previous to joining Graebel in 2009, Dunlap tent, and as a communications consultant. In both held a variety of roles managing IT, operations, capacities, she set the overall content and editorial client and vendor relations, quality performance,

20 Mobility | October 2020 and planning and analysis at Prudential Real and contributions to the mobility industry, and Estate and Relocation Services (before it was we are confident that Anita will be a valuable acquired by Brookfield Relocation). He is also addition to our growing Belgian region.” a U.S. Air Force veteran. Dunlap earned a doctor- Meyer joins Altair with more than 20 years ate in experimental psychology and statistics of mobility experience, as well as a personal from Texas Tech University. background in relocation, having been raised by parents who were serial career expats them- ANITA MEYER IS VICE PRESIDENT, selves. She holds a bachelor’s degree in transla- BELGIUM, AT ALTAIR GLOBAL tion (Dutch, French, English, and Italian) from Altair Global has appointed Anita Meyer as vice the University of Leuven, Belgium, as well as a president, Belgium, for Altair Global’s office postgraduate certificate in intercultural com- located in Brussels. munication from the Thomas More Institute in Anita Meyer In her new role, Meyer is responsible for Mechelen, Belgium. overseeing operations and developing business Prior to joining Altair, Meyer owned a opportunities at Altair’s Belgium office. relocation firm in Belgium and held the posi- “We are delighted that Anita has chosen to join tion of president for the European Relocation Altair to lead our Belgian business,” says Barry Association (EuRA). She also holds the Potter, senior vice president of the EMEA region at Managing International Mobility (MIM)+ Altair Global. “She’s regarded for her experience Fellowship from EuRA Academy. M

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Collective Wisdom

To help keep you in the know on many of the topics or questions that are top of mind for Worldwide ERC® corporate/HR members, here are some of the things currently being discussed in their dedicated community group at worldwideerc.org/community.

COVID-19 DISASTER RELIEF PROVISION WEALTH TAX I was curious to hear how everyone was handling the U.S. disaster We have an inbound from another relief payments for COVID-19. I included a quick explanation on U.S. country to the U.S. who has been on Code Section 139 below. We currently have a few employees who assignment for a few years. Since the would qualify for a portion of their temporary housing stay to be expat has been outside of the host excludable, as we extended them for COVID-19 reasons. Have any country for some time, he is considered of you had similar employee scenarios? If so, how are you handling nonresident for tax purposes. For separating the taxable and excludable portion of the expenses? tax year 2019, he now has a wealth “Internal Revenue Code Section 139 (Disaster Relief Payments): tax liability in the host country. Had President Donald Trump declared on 13 March a national he remained in the host country as a emergency. It appears as long as any mobility expenses being resident for tax purposes, he would incurred were caused by COVID-19 (e.g., bringing transferees or not have a wealth tax liability, since the assignees home early from their assignments all over the world, city where he lives does not impose a or extra or extended temporarily living expenses, etc.), if the wealth tax. Our tax equalization policy company reimburses them and can attribute them to COVID-19, is silent on the treatment of wealth tax they can be treated as nontaxable, non-W-2 business expenses.” and does not discuss whether this is considered an employee or company liability. I am wondering if you address wealth tax in your policy and if you PANDEMIC RELEASE STATEMENT consider this tax on assets—not We are exploring options to reinstate relocation, income—to be an employee or a when and where possible. However, we company liability. are looking to have employees sign an acknowledgment/release that they are moving during a pandemic. We are working with our employment counsel and RMC on drafting a release/notice; however, I wanted to reach out here to see if anyone already has something they are using.

MULTIPLE IMMIGRATION VENDORS I’m looking to connect with someone at an organization that uses multiple immigration Read the answers or add your own comments vendors, preferably one for U.S. matters and to these questions, or post a new one of your one for non-U.S. matters. I want to understand own in the Worldwide ERC® Community’s from both an employee experience and HR Corporate Benchmarking Forum. mobility perspective what the work looks like, and the pitfalls. Corporate and government agency members can log in at worldwideerc.org/community.

22 Mobility | October 2020 QuickenLoans.com/Relocation

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Young Professionals

A Look Back & Moving Forward: Michelle Velasquez, GMS

As the YP40 Committee celebrates its 10th anniversary this year, we are interviewing members who have served as chairs over that transformative decade. In this month’s edition, we hear from 2018 and 2019 Chair Michelle Velasquez.

Mobility: As one of the leaders of the YP40 had successfully done that, we needed to shift Committee, what was your most memorable focus to figuring out how to be impactful with the moment in your time as chair? engagement that was now established. I was really Michelle Velasquez: I learned so much during proud of the direction we chose, which was cen- my two years as chair that it is hard to narrow tered around using the resources of our group to this down to one memory or lesson. The YP40 help innovate program and service delivery models group was well established during my time as to better align with the motivations of young pro- chair thanks to the tireless efforts of the leaders fessionals. The demographics of our industry and who came before me, so we were in this transition the relocating population were rapidly shifting, phase, allowing us to shift focus. Previously, our the “war for talent” was on, and many people were efforts were centered around creating engagement looking to tap into the voice of our group. The opportunities for young professionals in mobility; lesson I learned was understanding that in fighting since the YP40 Committee and Worldwide ERC® for representation or to get a seat at the proverbial

24 Mobility | October 2020 decision-making “table,” you must be ready to be impactful once you get called on. At the Worldwide ® “In fighting for ERC Americas Mobility Conference in Dallas, our committee invited each YP40 member to bring a leader or mentor to our happy hour mixer as a way representation to kick-start these collaborative conversations. It was one of my favorite YP40 events ever. or to get a seat Mobility: What do you think the Young Professionals group of 2030 will look like, and what aspirations do you have for inspiring the at the proverbial next generation? MV: Piggybacking from the previous question, the ideal YP40 group of 2030 will carry a lot of decision-making weight within the mobility industry, and I hope there is a dedicated position on the Worldwide ERC® Board of Directors for YP40 representation. ‘table,’ you must I think there is a gap in representation right now, specifically within Worldwide ERC®, that we should all be concerned with filling. We’ve been be ready to be successful with creating development opportunities for the 30- to 40-year-old mobility professional, but where are the 25- to 30-year-olds impactful.” working within our space? Are we doing enough to identify and help develop this group? I would love to see this committee create successful Mobility: What’s your best piece of advice for new engagement in the coming years with this group young professionals entering the field now? that will soon make up the largest workforce MV: The advice I would like to share to anyone demographic sector. listening—young or seasoned professional—is to learn to love, respect, and appreciate those who Mobility: Is there something you know now that don’t agree with you. Find ways to learn from and you wish you had known 10 years ago? understand people who are not the same as you. MV: In truth, I could probably fill this entire Whether they have different professional motiva- magazine with things I know now that I wish I tions, communication styles, or any other char- knew 10 years ago—or even two years ago—but acteristics or belief systems that differ from your this stands out to me most. I’ve learned that the own, seek to find common ground. Those who are times in my life when I have led with an attitude successful in doing this, both professionally and of service to others rather than an attitude of personally, will always be in higher demand than “what can I get out of this” have always been the those who aren’t able to create these connections. most fulfilling and rewarding. Giving time and These people are better service providers, better service to others with no expectation of person- company leaders, better salespeople, better hu- al gain, especially with organizations such as mans! Be one of these people. M Worldwide ERC®, has led to more professional and personal connections than anything else I’ve Michelle Velasquez, GMS, is director of client services at done throughout my professional career. Preferred Corporate Housing.

worldwideerc.org | Mobility 25 PUBLIC POLICY

Anticipating the Impact of U.S. Elections on Mobility Public Policy By Rebecca Peters

If the past four years have taught us anything, it is to officials, businesses, and individuals should meet in expect the unexpected. reopening the economy. Trump also supported efforts While most public polling did not correctly predict this past summer to provide employers with liability the winner of the Electoral College in the last U.S. protections if the employer took reasonable efforts to presidential election, most public polls did accurately comply with mandatory standards and regulations to predict the winner of the popular election. Public reduce employee exposure to COVID-19. polling currently shows a competitive race for the Biden has been more cautious about reopening busi- White House between President Donald Trump and nesses, schools, and facilities until testing is more readily former Vice President Joe Biden. The same holds true available. Biden released his own plan for tackling the for the control of the U.S. Senate, where Republicans COVID-19 pandemic and future public health emergen- have a slim majority and are defending 23 seats cies, which centers on employees and his approach to compared to only 12 seats defended by Democrats. combating the virus. He supports expanding workplace In the U.S. House of Representatives, Democrats are safety standards during the pandemic and levying fines favored to remain in power, with seats on both sides on businesses that do not meet those standards. of the aisle expected to change hands with a minor On 9 July, Worldwide ERC® led the way on pro- net positive effect for one party. viding information to the workforce mobility com- The positions of Trump and Biden differ consid- munity on returning safely back to work. As a part erably when it comes to reopening the economy and of a larger global alliance on Safely Back to Work employer liability for COVID-19 response, business led by Adecco, ManpowerGroup, and Randstad, we immigration, and tax public policy. The outcome of released Worldwide ERC®’s Workforce Mobility Safety the elections, and thus control of the White House Framework, outlining protocols for safely moving and the Congress, will have a significant impact global talent as companies plan and relocate employ- on critical workforce mobility issues, varying by ees. The next day, Worldwide ERC® sent a letter to topic area. Here are the positions of the President congressional leaders, which included a request to pro- and former Vice President on these policy areas of vide liability protections to employers who follow state importance to mobility, along with recent efforts by and local workplace safety protocols as businesses Worldwide ERC® to advocate for our positions. reopen and relocate employees. Worldwide ERC® also signed on to a letter authored by the U.S. Chamber of REOPENING THE U.S. ECONOMY Commerce in support of the liability protections in any Trump has called for an aggressive reopening of final legislative economic stimulus package. the economy but left much of the decision-making to state governors. While delivering fluctuating IMMIGRATION approaches to addressing the COVID-19 pandemic, Trump put forward a policy of “hire American,” Trump unveiled his Guidelines for Opening Up limiting immigration to the U.S.—a key platform of America Again, which focus on criteria, preparedness, his 2016 presidential campaign and during his time and phased-in guidelines that state and local elected in office. During the COVID-19 pandemic, Trump

26 Mobility | October 2020 has issued two presidential proclamations, which in The outcome of the elections, effect are work visa bans, suspending the issuance of new immigrant visas to foreign nationals outside and thus control of the the U.S. and the issuance of new nonimmigrant visas (e.g., L-1, H-1B, H-4) to foreign nationals outside the U.S. with narrow exceptions. Earlier in his presidency, White House and the Trump implemented travel bans to keep residents of certain countries from entering the U.S., although he Congress, will have a exempted individuals accepting a job from a U.S.- based employer. Trump has also sought to limit the significant impact on critical use of H-1B visas and rescind the ability of H-1B visa holder spouses (H-4) to be employed in the U.S. workforce mobility issues. Biden has a more global vision of business immigration policy and its positive effect on the U.S. economy. He has stated he will lift the suspension of new Biden has stated his support for efforts to raise the immigrant and nonimmigrant visas and would rescind corporate income tax rate to 28%. However, raising the executive action on the ban of travel from certain the corporate tax rate and implementing some of countries. Biden has outlined a plan for immigration his other tax provisions, such as taxing capital gains reform that would increase the number of high-skilled as ordinary income or increasing the payroll tax on visas and remove the limits on visas by country, while high-income earners, might prove difficult as the U.S. implementing a wage-based allocation process for cer- economy is recovering from restrictions necessary to tain nonimmigrant visas. He would maintain the ability help contain COVID-19. of H-4 visa holders to seek employment in the U.S. Worldwide ERC® has advocated in support of a The ability to move employees across borders is number of permanent tax provisions as well as tempo- the foundation of international workforce mobility. rary relief related to COVID-19. We actively engaged Worldwide ERC® has therefore advocated against pol- Congress in support of passing legislation to implement icies that do not allow employers to access the talent a unified state tax system for employees who work in they need in their workforces, no matter where in the one or more states different from the one in which they world they are located. Prior to the issuance of the reside. In several letters to congressional leaders on eco- second proclamation, Worldwide ERC® sent a letter nomic stimulus relief, Worldwide ERC® has pushed for to Trump on the adverse impact to the U.S. economy favorable tax implications for the Paycheck Protection and the workforce mobility community of suspend- Program (PPP) as well as the restoration of the moving ing certain new nonimmigrant visas, including the tax expense deduction and exclusion. H-1B, L-1, and other visas. Worldwide ERC® has With the presidency and control of the U.S. Senate also actively supported legislation to eliminate the in play in this election, the policy landscape for the per-country caps on employment-based green cards. next Congress would shift significantly on workforce mobility issues if Democrats were to take the White TAX PROVISIONS House and/or Senate. However, regardless of which A signature law for the president has been the Tax Cuts political party controls the presidency, Senate, and and Jobs Act of 2017, which decreased the corporate House of Representatives, Worldwide ERC® will income tax rate to 21%. The law unfortunately also continue to be well-positioned to advocate on both- suspended through 2025 the moving tax expense deduc- sides-of-the-aisle solutions to issues of importance to tion and exclusion for the relocation of transferees. The workforce mobility. M Department of the Treasury did issue guidelines clarify- ing that foreign nationals stranded in the U.S. due to the Rebecca Peters is vice president, member engagement and pandemic would not have to pay U.S. taxes if their stay public policy, for Worldwide ERC®. She can be reached at exceeded the duration threshold. +1 703 842 3413 or [email protected].

worldwideerc.org | Mobility 27 MARKET SUMMARY

Charlotte, North Carolina By Catharine Pappas

amed after the wife of British King cities in the nation with a government that has been George III and often called the Queen described as efficacious, Charlotte is ready to tackle City, Charlotte, North Carolina, was any problem and find solutions as a community. founded in 1768 at the intersection of Charlotte Douglas International Airport is a twoN Native American trade paths. Today those trails major driver of economic expansion for the region. are honored by four majestic statues representing With more than 600 direct flights per day pre- Commerce, Industry, Transportation, and The Future COVID-19—including many international destina- at the intersection of Trade and Tryon streets, which tions—and one of the lowest corporate tax rates in form the heart of Uptown and the U.S.’ second-largest the nation, Charlotte continues to attract companies financial district, behind New York City’s. eager to experience the city’s excellent standard of Charlotte is a vivacious city, rich with public art, living. Charlotte and North Carolina are support- museums, performance centers, and five professional ive of large and small businesses alike. A wide sports teams. Walkable neighborhoods nestled close variety of industries—not just financial firms—call to Uptown are readily accessible using the city’s Charlotte home: manufacturing, biotech, fintech, public light rail system. These neighborhoods have pharmaceutical, and energy firms, as well as a transformed the area into a “millennial boomtown,” profusion of entrepreneurial startups and local where young adults are flocking to an abundance of retailers. Charlotte is also anchored by two major high-paying jobs. Charlotte is home to six Fortune 500 hospital systems, which continue to provide more companies and 14 Fortune 1000 companies, which have than 100,000 jobs in the health care sector. contributed mightily to the city’s job growth, adding Also known as the City of Trees, Charlotte is not far more than 32,000 jobs in the last two years alone. from the Catawba River and is surrounded by lakes As the 15th-largest city in the country and the in the Piedmont region of the state, just minutes from largest city in North Carolina, the Charlotte met- the South Carolina border. Sandwiched between the ropolitan area is home to 2.6 million people. Yet Blue Ridge Mountains and the beautiful beaches of Charlotte is known for its low cost of living and high the Carolina coastlines, Charlotte is the perfect place quality of life. It has been described as a big city with to live for those interested in owning vacation homes the warmth of a small town. Residents are friendly, or taking weekend getaways or excursions. diverse, creative, and inclusive. Charlotte is also With four distinct seasons and a temperate cli- known as a can-do city. One of the most philanthropic mate, residents enjoy outdoor activities year-round.

28 Mobility | October 2020 MARKET AT A GLANCE STATISTICAL SNAPSHOT ECONOMIC CLIMATE THRIVING TODAY 1 YEAR AGO CHANGE NEW CONSTRUCTION ROBUST UNEMPLOYMENT 7.6% 3.9% +256%* SUPPLY LOW MONTHS OF SUPPLY 1.3 2.3 –43% DEMAND HIGH MEDIAN SALES PRICE $284.9K $250K +13.9% MARKET DIRECTION UP AVERAGE DOM 38 47 –19% MARKET MOOD POSITIVE *Unemployment change expressed in terms of overall percentage (not points). Sources: Canopy MLS, departmentofnumbers.com

Autumn brings Panthers tailgates, crisp air, and a col- cornerstone prior to the economic downturn in 2008. orfully captivating turning of the leaves. Winters are After rebounding from the market crash over the last mild with only occasional snowfall, and spring some- decade, Charlotte boasts an even more diversified times arrives as early as February with pear trees economy than before, including powerhouse finan- and daffodils in full bloom, followed by the showy cial, manufacturing, health care, energy, aerospace, pinks and reds of azaleas. Summers in Charlotte are a and pharmaceutical hubs. Its economic leaders have gardener’s delight with fruits, vegetables, perennials, focused on diversity, from the workforce to the work- and annuals on full display. Numerous parks and place, to create a stronger community and a better greenways scattered across the city meet the needs of place for all to live, work, and play. families with active lifestyles. Children’s museums, theme parks, the U.S. National Whitewater Center, LOOKING AHEAD and competitive youth sports leagues keep kids of Real estate agents were deemed not essential from all ages active and engaged all year long. Marathons, 26 March to 1 May, and real estate sales were down 5Ks, cycling events, concerts, and local food and bev- 50% over that time period. The good news is that as erage festivals keep the calendar full for adults, too. of 30 June, sales are back on track compared to the Charlotte is home to several institutions of higher same period last year. Both sales and written contracts learning, including Queens University, the University are very strong at press time, and we anticipate that, of North Carolina at Charlotte, and Davidson College, with low inventory and low interest rates, prices will as well as a nationally recognized community college remain stable or continue to increase slightly. education system. Several graduate schools—namely With recent announcements, including that UNC, Northeastern University–Charlotte, and Wake Centene Corporation will locate its East Coast Forest University—offer MBA programs for the headquarters in Charlotte, the outlook is incred- working professional. Johnson & Wales University— ibly positive. Charlotte’s still-thriving economy known for its culinary arts program—has a campus in and potential for job growth should ensure that it the Queen City, and its graduates have injected their continues to be a hotspot for young professionals talents into the local restaurant scene with dozens of and families who wish to live in an exciting metro- exciting and unique new eateries. Additionally, local politan area, offering magnificent art, fine dining, entrepreneurs have opened more than three dozen a vibrant nightlife, and professional sports—all craft breweries around town in recent years. Rooftop with an affordable cost of living. M bars with skyline views dot the city and allow patrons to enjoy their cocktails alfresco. Catharine Pappas is director of relocation and client services for Dickens Mitchener Residential Real Estate LOOKING BACK in Charlotte and a member of the board of the Relocation The Charlotte region evolved from an agricul- Directors Council (RDC). She can be reached at +1 704 tural center in its early days into a global banking 602 4227 or [email protected].

worldwideerc.org | Mobility 29 Do you think Do you think your you are more co-workers are The productive more productive working from working from home? home?

Numbers No 50% No 61%

WalletHub’s Coronavirus and Yes 50% Yes 39% Working From Home Survey

Almost 60% of Americans think COVID-19 has changed If you don’t need to live close the way they work for the better, according to WalletHub’s to an office anymore, how will Coronavirus and Working From Home Survey. The survey you choose where to live? examined Americans’ thoughts about working from home during the coronavirus pandemic and a potential return Family 33% to an office, including how being at home has affected productivity and what people miss most about the office. Other 15% The nationally representative online survey features responses from more than 300 respondents, with data normalized by age, gender, and income to reflect U.S. Outdoor activities 14% demographics. See the full survey at wallethub.com/blog/ coronavirus-and-working-from-home-survey/75534. Size of house 13%

Urban lifestyle 13%

Are physical Do you think that School system 12% offices a COVID-19 thing of has changed the the past? way Americans Do you think Do you believe that work for better or people who go back businesses should for worse? to working in an be held responsible No 69% office should be for employees For better 57% paid more? getting sick? Yes 31% For worse 43% No 59% Yes 53%

Yes 41% No 47%

What do you miss most about working in an office? Do you believe that businesses should fire employees who Co-workers 32% refuse to go back to work? Nothing 27%

Getting out of the house 21% No 67%

Routine 12% Yes 33% Less distraction 5%

Food 3% Excerpted from WalletHub’s Coronavirus and Working From Home Survey. Reprinted with permission.

30 Mobility | October 2020 W

D V

*E g M g g ff ffffff w g fi gP g g G g g G g D D g w ff ff x x w w w w x x fi g fi g g w g w - - x x E g L ©2020 MKT3180_2020_3 Are you winning the race, keeping pace, or getting left behind? By M. Diane McCormick ne generation ago, disruptors in mobility adjustments needed to ensure disruptors further their evolved over longer periods of time and were ability to serve as strategic mobility partners. “well-developed” from first glimmer to imple- This is not the time to fear change but to leverage mentation, says Dave Bencivengo, president of it, they agree. Weichert Workforce Mobility. “We can wait and see what happens, or we can “Now, disruption can occur within days decide that we are going to define the future,” says Oor weeks because someone has an idea and can Nitzan Yudan, CEO of Benivo. enable it with the technologies that exist in the current environment,” he says. “Disruption is inherently WHY DISRUPTION? baked into the process of business and the expecta- In his 24-year career working for tech giants, Kerwin tions of those who are buyers of our services. You not Guillermo has reengineered HR systems, overseen only have to manage disruption and guard against it hiring booms, and navigated internal disruptions but are expected to deliver it.” based on changing global footprints or updated stra- In a world groaning under disruption, Worldwide tegic HR approaches. ERC® talked to thought leaders across the mobil- “The more grounded the company is with their ity spectrum about their major disruptors—and ‘why,’ the better they may navigate through these more importantly, what they’ve learned and the disruptions,” says Guillermo, global head of employee AheadAhead mobility at Hewlett Packard Enterprise. “The adjust- needs, and come with solutions rather than wait for ments will be in terms of the ‘how’ and ‘what’ of their people to come to us,” says Yudan. strategy and tactics.” Actions grounded in “why” are At the same time, says Sean Lickver, CEO of TRC more easily communicated to customers and stakehold- Global Mobility, lower-than-expected usage rates of ers “so we sustain commitment from all parties while technology tools indicate a continuing need for per- mitigating anticipated chaos from disruptions.” sonal service. The key is using technology to create From the mobility services perspective, clients efficiencies for users and corporate customers, such look for innovation and sophisticated solutions as streamlining a once-tiresome expense reimburse- steeped in new approaches, says Bencivengo. As ment process, without sacrificing services. “You clients increasingly manage more responsibilities, need that right balance. Leverage the talent of your they seek providers who can aggregate services dif- teams by providing great customer service and uti- ferently or encompass products that ease complex- lize technology in areas where you don’t sacrifice ity and lower cost. personal service,” he says. “It’s only natural they’re going to look for innova- Today’s clients and customers expect mobil- tive solutions, technology, and tools that answer that ity technology to deliver immediate, reliable, call,” he says. and practical information, all in a way that feels familiar, says Bencivengo. Mobility apps and other TECHNOLOGY TOPS ALL tools must align with “the look and feel of what What is today’s major disruptor in mobility? The No. 1 the customer is experiencing in life” by adapting to answer is the same across many sectors: technology. GPS solutions, integrating with smart devices, and It’s no surprise, but IBM leverages technology to aligning with the ubiquitous apps customers use to remove manual steps and enable automation and rent houses or hail a car. workflow optimization, says Horst Gallo, vice presi- “If they don’t meet that need,” says Bencivengo, dent, HR talent solutions and global mobility, for the “clients will look elsewhere.” tech giant. Chatbots and other artificial intelligence Gallo sees a role for mobility to serve younger gen- combine with personal services to streamline and erations eager to work abroad and ready to manage accelerate processes. “The combination of high-tech moves themselves, given the right tools. They want and high-touch adds value to mobility,” says Gallo. help with immigration and getting a job but can Technologies are “taking a bigger and bigger cover the rest themselves. “We can support that going place” in service delivery and consumption, says forward,” he says. Yann Blandy, CEO of Santa Fe Relocation. Self-serve To Guillermo, technology isn’t a stand-alone dis- technology empowers users, for example, to tour ruptor “because it is woven through everything we homes and schools virtually. Back-office efficiencies do.” Technology can equalize big and small players are achieved by shedding human interventions. and “prompts us to constantly define what makes a “You cannot compete in the 21st century if you are company distinctive in the marketplace and, from not, to a large extent, technology-driven,” says Blandy. my perspective as a purchaser of services, why one Santa Fe Relocation homes in on its market segments partner might be a better fit than another.” and conjures technology to reach and serve them, “but we will combine it with the human touch.” INDUSTRY SHAKEUPS Yudan’s Benivo is among the startups leveraging In an uncertain business climate, the parameters technology for a more automated mobility experi- of mobility are shifting. As Blandy notes, “It’s very ence. Yudan founded Benivo in 2010 after a move to difficult nowadays to know if a company is just a London turned exceedingly difficult. Using technol- mover, a relocation company, an RMC, or a mix of ogy to deliver recommendations from colleagues and everything, and whether those companies are coming supports in housing, moving expenses, and other from the traditional mobility industry or a large con- areas, Benivo strives to make mobility services more sultancy. There’s a massive amount of convergence strategic, affordable, and accessible. “We all need to happening in the industry, which has also been very be innovators, and the best way to be innovators is disruptive in terms of who’s who. Who are your part- to keep talking to our customers, understand their ners, and who are your competitors around you?”

34 Mobility | October 2020 “We can wait and see Going back to technology, firms that can’t keep pace with the speed of technology development are ripe for acquisition, says Lickver. The industry has what happens, or we can always seen its share of mergers and acquisitions, and he sees more ahead as businesses try to determine their post-COVID status. decide that we are going Mobility can leverage its flexibility to take the reins, he adds. “Some clients don’t necessarily know what they need, but they know they need help when it comes to mobility. As an industry, we’re at a critical to define the future.” juncture. The same way we’ve been doing business for years and years needs to see some changes if we are going to have long-term sustainability.” — Nitzan Yudan, Benivo Assessing lessons learned from disruptors creates “opportunities and better tomorrows,” says Guillermo. Thinking toward the endgame, repurpos- ing to embrace differentiation and diversification, and then plunge into their targeted segment of the value and raising due diligence–related competencies as chain, ready to innovate by “driving changes in the mergers and acquisitions accelerate can be done with industry and making sure you are competitive.” the resilience, resourcefulness, and creative approach Often, disruption occurs internally, driven by data, to challenges that mobility cultivates. research, meticulous attention to feedback, and a culture that encourages innovation. Measuring success REGULATORY TREMORS and challenges by objective tools, such as the Net To mobility professionals, the traditional landscape Promoter Score of customers willing to recommend of red tape, changing immigration laws, and strin- a service, “is critical,” says Yudan: “Without that, it’s gent duty of care isn’t a disruptor—it’s just part of like walking with our eyes closed next to a cliff and doing business. hoping everything will be fine.” However, they agree that the COVID-19 pandemic Managing internal disruption can drive diversi- sparked a wave of disruptors—temporary or not—in fication that promotes growth. “There are avenues immigration and compliance. Santa Fe Relocation to diversify yourself and stay relevant if you are created a digital Global Operations Tool, allowing paying attention to everything that’s out there and personnel to respond to questions or find answers in what is available from a technology and innovation a timely fashion about circumstances in the countries standpoint,” says Lickver. where it operates. The company is making the tool Data analytics are valuable in assessing disruptive available to customers because when conditions are trends, but the primary focus remains in aligning fluid, “there is only one thing that works, and that’s with client needs and expectations to produce mean- transparency, because transparency builds trust,” ingful information. According to Bencivengo, “It’s says Blandy. great to have a lot of data, but three pieces of data can Shifting government regulations and rising nation- be more valuable than 30 if you get the right three.” alism put a “heavy spotlight” on compliance and Mobility’s trove of data gives the industry a “huge noncompliance, says Bencivengo. Technology tools such advantage,” agrees Gallo. “Instead of just looking as trackers, deployed properly, can encourage better at numbers in a reactive manner, we can proactively self-management among assignees in places where per- give insights upfront to the business or to decision- sonal danger and noncompliance risks are prevalent. makers as to why certain things are working or are not working,” he says. “We are therefore able to make LEVERAGING DISRUPTION better data-driven strategic decisions.” Even amid a disruptive environment, no business can In the post-COVID environment, mobility manag- be “everything to everyone everywhere,” says Blandy. ers can master the positives brought on by sweep- Mobility firms must choose what they will be good at ing change by committing to heightened business

worldwideerc.org | Mobility 35 acumen, engaging more effectively with customers, “Complacency is a pretty dangerous space,” says partnering more closely with human resources, and Bencivengo. “It’s very easy to assume that the way immersing themselves within the mobility commu- things are today is the way things are going to be nity, says Guillermo. tomorrow. It’s not. Creativity, really listening to your “Success comes easier for individuals who can clients, understanding their agendas—that has been a recognize and can work with some level of uncer- key lesson for us.” tainty and ambiguity, especially during volatile times like these,” he says. “I said ‘work with’ on purpose, DISRUPTORS DRIVE PROGRESS because we don’t choose to tolerate uncertainty. We Assignments via remote or virtual work are loom- choose to conquer it.” ing as a major disruptor, as businesses embrace ideas to save costs and manage talent. Mobility SURVIVING AND THRIVING professionals agree that they are essential in help- Agile mobility leaders infuse the lessons of disruption ing with the unforeseen housing, tracking, and into operations both in the moment and for the long term. compliance issues that accompany the seemingly For example, Santa Fe Relocation has designed a simple idea of blending home offices with regular digital road map for all aspects of the business, says business travel. Blandy. New procedures and findings inserted into Resilient businesses respond nimbly to interna- the road map quickly take their place in context with tional events, and mobility has a major stake in all other operations. that process, says Gallo. “Given the strategic role Embracing disruption—“the engine behind a lot mobility plays, it is vital that we avoid working of positive development,” says Yudan—also requires in silos,” he says. “We must make sure there is a close attention to trends in all fields, not just mobility. deep integration with other parts of the organiza- Benivo incorporated lessons from financial tech- tion while keeping a close look at what is going on nology, or fintech, to adopt artificial intelligence for in the market.” payment processing, trimming time and frustration Anticipating disruptors demands talking to indus- from a lengthy and cumbersome process. try colleagues, attending conferences, listening to cus- As employees are upskilled to manage disruption, tomers, and tracking announcements from tech giants measuring success demands more than counting and entrepreneurs. “Worldwide ERC® can provide learning hours, says Gallo. Assessments should some very positive views as an organization that can measure the capabilities imparted and the outcomes bring the industry together,” notes Gallo. generated. IBM’s collaborative ecosystem convenes Overall, looking ahead to the next challenge is mobility with other teams via technology to promote the key to surviving the logjam of disruptors, agree collaborative thinking. Mobility and HR are embrac- mobility thought leaders. ing analytics and artificial intelligence so thoroughly “We need to challenge ourselves to deliver a better that team members are creating their own chatbots to experience at a better price to mobility teams and to optimize processes. their employees,” says Yudan. “Working together and Companies should also be asking themselves and challenging each other, we will actually achieve more, their clients thoughtful, even tough questions to and that will grow the pie for everyone. There is a lot sharpen their understanding of client needs and focus more for mobility to impact.” M their capabilities for engagement amid disruption. In a process that helped sustain Lickver’s TRC M. Diane McCormick is a freelance writer in Harrisburg, during the COVID-19 crisis, company officials built Pennsylvania, and a frequent contributor to Mobility. up financial reserves to help provide a cushion for economic disruption and even allowed for some Keep the conversations going on this and risk-taking when forced to make decisions quickly. other topics by participating in our online Meanwhile, Weichert Workforce Mobility hones the Community. Sign in at worldwideerc.org/ precise questions needed to understand client needs community with your Worldwide ERC® and desires. The firm’s business plan calculates the username and password. inherent risks and opportunities in coming trends.

36 Mobility | October 2020 The 2020 Global Workforce Symposium

We're going completely virtual with this year's event but that doesn't mean you'll miss out on what makes the Global Workforce Symposium great. We're bringing you a month-long event with multiple days of live content featuring industry experts, dedicated regional events, networking opportunities, trade show exhibits all on an innovative, one-of-a-kind virtual platform.

What to Expect from the 2020 Global Workforce Symposium

Innovative Platform We'll be using the latest technology to bring you a unique virtual conference experience that will enable you to get the most out of the Global Workforce Symposium. You'll be able to interact with attendees from around the world in a truly engaging way with our interactive and easy to navigate platform.

Interactive Exhibit Hall Our virtual platform includes a unique exhibit hall experience that gives you the freedom to roam and explore new research and product demos, meet new vendors and old friends.

Live & On-Demand Mobility Content We’re bringing you 12+ days of live content for this year’s Global Workforce Symposium featuring the industry’s leading experts and speakers. And don’t worry if you can’t make a live session. Every session will be available on-demand for the full month. Worldwide ERC® members will be able to access sessions on-demand after November 20 in the Learning Portal.

TheBest Thing Since Sliced Bread What mobility needs to know about embracing disruptive new business models By Eric House

o some, “disruptive” and “innovative” are trendy words thrown around the business world far too often; to others, these disrup- Ttive and innovative entrepreneurs and startups are the ones keeping investors on their toes. Both budding startups and newly established businesses can take many forms, but they are always looking to push the envelope of what it means to be a great business idea. Inc.’s list of the 25 most disruptive companies of the year ranges from sailing drones to the best vegan burgers. Whatever the great new business idea is, more often than not, they leave us asking, “Why didn’t I think of that?” The mobility industry is no stranger to innovative Failing Is the Best Thing Since Sliced Bread disruptors in the form of scrappy startups or enlight- But what does it really mean to be a disruptor in ening ideas that open the eyes of long-established your industry? Embracing change, having fresh companies. Take Urbandoor, for instance, a startup ideas, and pushing the envelope are all stepping- that changed the game for flexible living. Founded in stones to breaking down doors. Getting to that next 2015 by entrepreneur Erik Eccles along with Benjamin level, however, requires some thick skin first. “The Renaud and Zack Chandler, Urbandoor approached majority of startups fail trying to prove that their housing with a fresh new take on how people find a idea was correct,” says Eccles. “It took me 90 days to place to live—by connecting customers to a market- blow up my first year-and-a-half business model— place of housing options. and I was psyched. There were some ramifications At the time of Urbandoor’s founding, multifam- to the decision, but I was so excited that I got to the ily stays in both the U.S. and internationally were right answer faster versus me being right.” growing. Often, transferees needed a place to stay In other words, sometimes it takes being wrong for a short period of time, traditionally relying a few times in order to get it right. Secondly, Eccles upon corporate housing services. For those who firmly believes in the power of being told no. Getting wanted a furnished apartment lease for a year, the out there to talk to customers is often where you get route again was to go down the traditional cus- the best feedback, even if it’s negative, he says. You tomer path by talking with an on-site leasing agent. can sell a platform that does everything, but custom- But Eccles decided to approach this market with a ers need to know fundamentally what the product simple question: How do you start to improve the does for them. experience of those looking for something other Then, taking the feedback to heart is essential. For than those traditional options? Eccles, “I listen, I change course, but I’m really clear about what I’m pitching and what I’m selling so that Connecting the Dots to an Aha! Moment if it’s wrong, I’ll actually get feedback. You can think As Eccles and his team went out into the market, you have the best thing since sliced bread, but the what they repeatedly heard was a need for a market- real good feedback comes from hearing no.” place that allowed customers to connect to apartments across all markets in all locations. Repeatedly, From Innovator’s Dilemma to Embracing customers were having difficulty finding spaces Disruption to live, whether they needed a two-month stay in With the service provider side of mobility based in corporate housing or a lease for longer than a year. the supply chain, a lot of people within that sup- What he saw was “inefficiency and cost,” Eccles ply chain rely on larger RMCs. Eccles points out says. “So what we really started to focus on was that every company wants control and quality, and how to bring transparency into the buying process Urbandoor found a different way to operate while for apartments. And transparency can be repre- maintaining focus on those elements. As innovative a sented in a few different ways. The way I look at it business model as Urbandoor is, Eccles never set out was really around quality of service.” for disruption of the mobility sphere. That was the aha! moment. In identifying the Despite not being an RMC, destination service need for a marketplace-based approach to housing, provider, or moving service company, Eccles sim- Eccles was looking to bring the industry together ply identified the need to provide a marketplace for a common goal, all with the customer in mind. solution for housing. “Different companies are He founded Urbandoor as a way to give every moving at different speeds in figuring out how to provider in every market equal access to customers— maintain quality through transformation,” he says. which, he says, “if you look at customers, that’s “I never felt like we were disrupting anything in what they’re asking for.” Transparency and ease of that sense. We weren’t a disruptive technology— access are simple concepts that can lead to a more we were just a technology that brought a lot more cost-effective and organized marketplace that pri- transparency to the market.” oritizes the customer’s needs. It was a disruptive But with countless emerging startups, how are move that would soon pay off. more established companies supposed to maintain

40 Mobility | October 2020 Sometimes it takes being wrong a few times in order to get it right. … Getting out there to talk to customers is often where you get the best feedback, even if it’s negative.

their staying power? Eccles invokes the Innovator’s businesses won’t ultimately affect your well-estab- Dilemma, or the theory of self-disruption for the sake lished business, you can continue doing what you of long-term survival. It comes from the 1997 book do well while also embracing disruptive ideas. “If The Innovator’s Dilemma: When New Technologies Cause you look at companies that have survived multiple Great Firms to Fail by Harvard professor and business- transformative industry shifts, there’s commonality man Clayton Christensen. in what they do, and that’s what makes a company The basis of the theory is that when you have great—the ability to take transformations within an an established business, it can be difficult or scary industry and leverage the strengths they have over to embrace new entrants to the market who might and over again,” he says. have an industry on its toes. One choice is to hold Ultimately, it’s an approach devoid of ego, strong by not embracing that new idea, steadfast deciding rather to embrace the possibility for in your belief that your long-standing, lucrative newer and maybe even better approaches to your business or model can weather newer ideas gaining business model. “Without all these challenges, traction and money. “That’s Innovator’s Dilemma,” there wouldn’t be a place for entrepreneurs. If Eccles says. “At some point, you were the first companies all operated this way,” Eccles says, innovator, but you’re getting out-innovated, and “there wouldn’t be that breakthrough to become what do you do?” the next big company.” From the outside looking in, Urbandoor could Like other industries, mobility must continue have just as easily been shunned by larger organi- to adapt to changes, while embracing new and zations facing the Innovator’s Dilemma. Luckily, it innovative solutions to long-standing problems. was the mobility industry’s and Urbandoor’s mutual Disruptive as they may seem, startups and other focus on improving the experience of the transferee budding business ventures are often focused on that afforded Urbandoor considerable interest and providing the best customer experience. It’s on respect. “You don’t have to boil the ocean and win this commonality that the old and young can forge everyone as a startup, but you do have to have some partnerships, taking mobility into uncharted but champions and some wins to show that you have exhilarating waters of change. M product-market fit to keep going,” says Eccles. However, there remains the question of whether Eric House is a Washington, D.C.–based writer and editor and how more established companies in mobility for Worldwide ERC®. He can be reached at ehouse@ can champion, and ultimately work with, disruptive worldwideerc.org. startups. Eccles emphasizes that such larger companies need to embrace their lasting worth and utilize their existing customer relationships and institutional Keep the conversations going on this and knowledge. Startups, on the other hand, will need to other topics by participating in our online stay focused so larger companies can feel as if they Community. Sign in at worldwideerc.org/ can work with them. community with your Worldwide ERC® It’s the other choice of the Innovator’s Dilemma: username and password. Instead of holding out hope that disruptive

worldwideerc.org | Mobility 41 Overcoming Overcomingthe Remote Work

ChallengeAt a time when more of us are working from home, international assignments are still occurring—with just a few differences By Geoff Williams

or decades, when mobility specialists thought remotely comes with a slew of complications, ranging from tax about preparing for natural or man-made disas- issues to health care to how to form a cohesive corporate culture. ters, it’s probably safe to say that their thinking So, what’s in store for the mobility industry if the pandemic per- was often focused on the unthinkable, such as sists and working remotely is the norm, at least for a while? We con- Fanother 9/11. Beyond that, the talk would then turn sulted with some of the best in the business to get their thoughts. to how to be ready for a hurricane, monsoon, or per- haps old-fashioned government unrest. MOVING AT A SLOWER PACE As we all now know, pandemic should have been When referring to his job and his colleagues, Stephen C. higher on the list. McGarry, SCRP, says, “We’ve gone from the business of moving You don’t need to be told that for most of the year, people to the business of planning to move people.” McGarry, the world has seen unprecedented travel restrictions based out of New York City, is the director of global mobility due to COVID-19, with many countries requesting or at WPP, a global communications company headquartered in insisting that employees who can work from home do London with 130,000 employees around the world, and a former just that. Business travel has been severely curtailed, board member of Worldwide ERC®. and physically moving one’s life from country to While going into the business of planning to move may sound country is now done sporadically, if at all. Of course, like a lighthearted quip, McGarry isn’t kidding. While things will some countries are faring much better than others. hopefully have changed by the time you’re reading this, McGarry But the business world continues to turn, if just said this in July: “There aren’t a lot of people who can go anywhere more slowly than before. As global specialists at this point in time, and there are people who don’t want to com- have come to understand, this new age of working mit to going anywhere.” But he adds that a lot of eager transferees are will- In any case, COVID-19 has forced global specialists to ing to move, “and there are those who are dying to go think about health care from all sorts of angles. Dardani on assignment. They want to get on with their lives. says that in recent months, her company has had to work They want to start their jobs. They really want to get with employees who needed to find new homes for a going, at a time when we just have to wait it out.” variety of reasons. One, for instance, was sent home to As a result, McGarry is largely in a wait-and-see work—but home was a flat with six roommates. mode. “I spend a good portion of my day talking to “It wasn’t possible to work from there,” Dardani people and trying to figure out when they can actu- says. In another case, her company needed to move ally move,” he says, adding that he is sympathetic an employee whose wife was nine months pregnant, to both the eager transferees and the governments and with the virus running rampant, they wanted that may be making it difficult for assignments to to give birth in their home country, where the health be carried out: “The restrictions were put in place in care system was believed to be better. countries for specific reasons.” “There have been so many compelling and scary But McGarry says that some forms of moving— situations for people, and you just have to lead with even during a pandemic—are still happening. It’s just the human element,” Dardani says. “We want to be a very slow process and will likely continue to be that 100% compliant, but our credo is, ‘People first, better way for some time. results.’ And by taking care of our people, we know that they will feel more valued and subsequently will HEALTH CARE COMPLEXITIES be better able to support our clients.” Making sure people are covered properly in another country and have access to good health care has PERMANENT ESTABLISHMENT RISK always been a challenge. The coronavirus has added As you likely know, permanent establishment is new layers on top of an already perplexing situation. a term used when a country determines that a Based in Boston, Kristen Dardani, GMS-T, is execu- company’s business activity has created an ongoing tive vice president of mobility and careers and a global presence, and therefore the company is subject to talent mobility specialist with MediaCom, a global paying corporate taxes. communications company employing more than 8,000 One popular request as a result of the pandemic people in 125 offices in 100 markets worldwide. Dardani is from employees who want to extend the flexibility says that she and her fellow mobility specialists are now of remote working beyond their country’s borders. constantly looking into quarantine requirements in the Employees may think, “As long as I can’t work in countries where their employees work. the office, I might as well work remotely from a nice “What are the rules regarding quarantine? And Caribbean beach, or work while visiting extended fam- will that person be able to return home and not infect ily in another country.” Unfortunately, these seemingly their family or other people in their community? innocuous requests create nightmares for global mobil- While it’s not really our business in some respects, ity, tax, and legal teams. According to Amy Parrent, in terms of looking after [employees’] well-being, GMS-T, head of global mobility with Vanguard, one of we want to do what we can to support them. We’re the world’s largest investment firms, “As HR, we often trying to make sure they aren’t coming from a market want to find a way to get to a ‘yes’ answer, and it’s a where cases have been high to another country where difficult position to be in to tell the employee that the cases are currently low,” Dardani says. request, while seemingly straightforward, can create She also points out that some countries now have tremendous corporate risk on the back end.” travel warnings or specific policies in place regarding On the flip side, there is a rising trend of employees COVID-19—she cites Singapore as an example—that who have become less willing to be mobile during state if you leave the country, contract COVID-19, and this crisis. “We empathize with employees who are bring it back with you, you the traveler and not the reluctant to relocate out of concern for their personal government would have to pay for any health care health and safety and try to accommodate wherever costs related to coronavirus treatment. possible,” says Parrent. This trend has given rise to Information like that, Dardani says, must be passed the notion of “virtual assignments”—bringing the along to transferees, who may want to take that into job to the person instead of the person to the job. But consideration, for instance, when thinking about these virtual assignments still require close collabora- traveling back home to see family members. tion with HR, tax, legal, and finance to structure the

44 Mobility | October 2020 job such that it can still be performed effectively with- of the year has been working from her home with out the employee running afoul of laws or treaties. her husband while her 12-year-old son has attended school from his laptop. “Our culture hadn’t caught up IMMIGRATION ISSUES ABOUND where working from home was something you did Every country has its own rules on what documen- with any regularity. It was something you did once in tation—from forms to work visas—need to be filled a while, and suddenly, we had to change that, almost out by expat employees, and the pandemic has overnight. It felt like a huge accomplishment.” complicated all of that. Sometimes paperwork is now Dardani also feels that mobility is changing, and allowed to be filled out virtually, although it may she thinks some of the shifts will be permanent. later require a follow-up in-person visit. “I think we’re on a glide path to thinking about In other cases, you may find that expat employees staffing differently,” Dardani says. “If we’re not -wor technically aren’t allowed to work from their homes in ried about geographic proximity, we have access to a their host country because the employer’s office location bigger talent pool. Companies were often afraid that may be the only work address included on the forms. people wouldn’t be as productive when they were That doesn’t mean the expat’s company should send outside of the office, but we feel more confident that an expat to work in a potentially unsafe office, but working from home can enable even more creative the employee may need to redo certain paperwork or staffing solutions for clients.” receive a waiver or amendment from the host country. Still, while corporate culture is changing and the If you don’t redo that paperwork to make it clear mobility industry is, too, McGarry doesn’t envision that your expat employee can work from home, a future in which expats become a dying breed—or that can lead to trouble later, with tax issues or even in which people no longer work in an office. He can circling back to more health care issues. imagine one in which employees do work at home According to McGarry, not all health benefits will more, but he thinks a lot of people, being social follow employees who want to work remotely cross- creatures, are going to want to come back to the office border, so you have to educate and prepare employees. once the pandemic has passed. “In certain locations, the health insurance is good for “One of the lessons I’ve learned is that I think we’ve that physical location, but once you leave that physical all taken the little things for granted,” he says, “like the location, it doesn’t apply,” he says. So, in theory, some- gatherings around the coffee machine, or something as body could get injured working remotely cross-border, simple as a handshake, and seeing people and saying and their insurance would not cover the costs of care. good morning to people on a face-to-face basis, or get- Parrent says that for the time being, some employees ting a pat on the back. I think even getting shoved into a with corporate assignments—such as in HR, finance, subway car is something people do miss every once in a or legal, who would have been transferred to another while—because it’s human interaction.” country had the pandemic not occurred—may wind That’s why McGarry thinks the mobility industry will up remaining where they are and may still be able to survive and thrive. People need community, and most do their jobs without running afoul of immigration and of us aren’t wired to work in a world where everything tax regulations. Of course, it depends on which country is virtual and our co-workers are our houseplants. one is dealing with and what the relationship and tax “Sit tight, and it will get better,” he says. “This pan- treaties are between the home and host nations. demic isn’t going to last forever. The moving industry “Each business is likely to have its own set of activ- will come back. People will move globally again. It’s ities that could trigger risk if performed in another just a matter of time. It’s just time. That’s all it is.” M country,” Parrent says. “The most obvious involve sales or contract negotiations, but even other activi- Geoff Williams is an Ohio-based freelance writer with ties that are strategic to the company could involve expat experience and is a frequent contributor to Mobility. risk. In the end, nothing is guaranteed.” THE ONLY CONSTANT IS CHANGE Keep the conversations going on this and other topics by participating in our online The pandemic has completely transformed company Community. Sign in at worldwideerc.org/ cultures. That’s obvious. It’s happened and will community with your Worldwide ERC® continue to evolve. “Working from home was a big username and password. shift for Vanguard,” says Parrent, who for a good part

worldwideerc.org | Mobility 45 Long gone are the days when it was considered OK for the HR department to brief new hires, point them to a desk, and tell them to get to work. These days, onboarding—or organizational socialization, if you prefer—is considered a crucial component of smoothly integrating a new employee into his or her role within a company, to the benefit of both parties.

A successful strategy for onboarding German employees focuses on the five C’s: compliance, or the basic rules the company’s employees are expected to follow; clarification, or the role a new hire will play within the company; culture, or an immediate immersion into the company’s corporate culture; connections, or the social structure within the company; and checkback, or making sure the new employee is asked for feedback about his or her experience. Source: intelligence-group.nl

It’s possible that successful onboarding can go a long way toward alleviating workplace loneliness. In the U.K., about 14% of the population say they are lonely, including employees who may feel isolated from colleagues, costing employers up to US$3.5 billion annually. To that end, the U.K. established the country’s first Minister for Loneliness, tasked with developing community projects to tackle loneliness, including a “Tech to Connect Challenge” prize to fund innovative digital solutions. Sources: time.com, marketwatch.com

LinkedIn, the online service dedicated to helping the world’s workers make business connections, is considered one of the best companies at onboarding. Part of its strategy includes giving new hires backpacks along with computers already programmed with the communication tools they need to do their jobs. They also get a 90-day onboarding plan that includes a week-by-week guide as they navigate their way through the company. Source: saplinghr.com

An inadequate onboarding process can have a negative impact not only on the new employee but on the entire organization. A survey found that 31% of new hires in the U.K. expressed disappointment with their companies less than six months into their tenure there. That can generate negative word-of-mouth about the company, making it difficult to attract the best talent in the future. Source: roberthalf.com

In Australia, leaving a job because of a poor onboarding process is a common problem. According to a survey by global staffing firm Robert Half, 59% of managers say they’ve had an employee resign during the probation period due to a poor onboarding process, and 43% report losing an employee during the first month on the job. Being self-aware of the limitations of an onboarding process is the first step. Next is to ensure that new employees feel welcome, have the tools and workspace to do the job, and have adequate and regular guidance on job requirements, goals, and any questions. Source: businessinsider.com.au

46 Mobility | October 2020 Mobility Matters Interesting, challenging, and surprising stats and finds around the globe

By Jon Ferguson

The chief people officer at a Toronto company called MaRS says he spent his second day on the job figuring out how to develop and implement a remote work plan in response to the coronavirus pandemic. Rajesh Uttamchandani wrote in an online article that he believes “creating moments of randomness between remote colleagues and maintaining company culture without direct human connectivity” is becoming increasingly important, especially as new employees are brought on board. Source: fastcompany.com

Trint, a London-based firm that uses AI to automatically translate the spoken word into 31 languages, says it treats the process of onboarding new employees like a romance. After the “flirting” stage, which is recruitment, comes “falling in love,” which is onboarding. The company says it keeps in constant contact with new hires the moment an offer is made, including involving them in team-building activities and creative meetings, even in the initial days of their employment. The company’s chief executive officer calls every new hire and makes himself available during their first few weeks to cement the relationship. Source: forbes.com

Medallia, a tech firm based in San Francisco with offices in New York, London, Paris, Sydney, Buenos Aires, and Tel Aviv, likes to challenge its new employees during its onboarding process. It asks them to identify their greatest fears—from claustrophobia to being lost and alone—and then work to overcome them during a team-building exercise. Employees often refer back to their onboarding experience as formative for approaching both their new jobs and their personal lives. Source: clickboarding.com

According to a survey by ServiceNow, a California-based digital workflow company, 80% of respondents agreed that the onboarding process was an important experience. One in 3, however, likened that experience to a bad first date. One in 10 said their new place of employment forgot entirely that it was their first day on the job, and 20% said they believed they were still not fully onboarded three months after starting. The survey found that 58% want a walk-through of key processes or a “buddy” they can turn to for questions and guidance. Source: td.org

worldwideerc.org | Mobility 47 AboveSTANDARD As the world continues to undergo rapid change, the Workforce Mobility Benchmarking Database is arming industry professionals with key data to make the right moves

BY HEATHER LARSON

he key to benefiting from data is to the mobility service is our ability to share knowledge and ask the right questions.” leverage industry best practices and trends to enhance That’s according to Karen Cygal, and disrupt our programs.” senior vice president, product “There is power in numbers, and data is no excep- strategy and development, at tion,” adds Jim Carroll, SCRP, SGMS-T, senior manager, “Worldwide ERC®—and it’s an important reason why global mobility, at WestRock. “I completed the survey in July 2019, Worldwide ERC® launched the Global with this in mind and with the hope that my fellow Movement Study, now rebranded as the Workforce Mobility mobility professionals would do the same. By us all BenchmarkingT Database. coming together to contribute to this effort, we and the The tool is the first database of its kind covering global industry at large will benefit from the power the study mobility, domestic relocation, business travel, and intern- will give us.” ships, across 15 common policy types such as long- and short-term assignments, permanent transfers, local-plus, TRANSFORM HOW YOU DO BUSINESS and compliance-only. Corporate mobility teams help Even before COVID-19, the key players at Worldwide populate the database by participating in a survey, then ERC® behind this survey saw the urgent need for the they gain access to the live database of organizations’ mobility industry to have a unified resource and a stan- mobility programs and policies—an invaluable resource as dard for program benchmarking data. the mobility industry continues to manage the pandemic’s “To find out this kind of information before, we’d global disruption. have to talk to dozens of firms, and because of the work “The value in these surveys comes in the form of involved, almost nobody did it,” explains Matt Gilliland, shared knowledge,” says Sheri Poscente, global mobility head of research at Worldwide ERC®. “Now we have the program manager at WestJet. “One of the cornerstones of only database of its kind.”

WORKFORCE MOBILITY other companies attract the best talent. So, ques- BENCHMARKING DATABASE: tions such as “How do you determine a base salary? How do you generally deliver remuneration to your THE PARTICULARS mobile talent? If you provide remuneration in a nonhost currency, do you protect against changes in Want to get started? To participate in the sur- exchange rates?” can give insight into how best to vey or schedule a demo, visit worldwideerc.org/ handle compensation. workforce-mobility-benchmarking-database. Mobile employees often ask about cultural or Next, how do your provisions and policies compare to those language training. Survey questions surrounding of other businesses in your industry? this topic include: Do you provide in-person or dig- Now you can find out by subscribing in one of the follow- ital cultural training? Is the employee the only one ing ways: provided with cultural training, or are the spouse/ • Free Full Results Access: For participating in the survey. partner and children included? Do you provide • Premier Access: Allows you to filter by industry, headquarters digital or in-person language training? Is there a location, organizational revenue, head count, job level, employ- limit on the amount of language training provided? ment status, and voluntary or company-initiated moves. Which family members are provided this training? The survey also includes questions on vendors, policy segmentation, taxation, repayment agree- ments, homes, storage of household goods, pet and As of July 2020, more than 200 participant organi- vehicle shipments, taxes, cost-of-living allowances, zations have shared their more than 1,400 policies in leave to go home, child care, education, and more. the database, and more than 250,000 employees are At WestJet, Poscente hopes the database can moving under those policies—which in many ways is assist during the transformation of her company’s the more important number. mobility program. “The data from the survey will Because mobility gets complicated, the database be helpful in seeing how other teams are using gets down to the nitty-gritty. For example, one section their programs to support top talent attraction and covers pre-relocation trips: What does your organi- management,” she says. zation expect the employee to do during this trip? And on the flip side, Amanda Brown, who recently Which expenses do you cover for the pre-relocation joined Snowflake Computing as global mobility trip? How many trips are covered? How long a trip is senior program manager, plans to leverage the infor- covered? Which family members are eligible for the mation to build a mobility program from the bottom homefinding trip? up. She says the database is a tool she can use now Wouldn’t that kind of information be valuable if and continue to lean on in years to come. “I hope to you were new to mobility, had policies in need of get a feel and understanding for the market norms in updates, or just wanted to benchmark against what people movement,” she says. “With this information peer organizations do? and collaboration with other Worldwide ERC® members, I am hoping to create a competitive program for GAIN EVEN MORE INSIGHT my employees and new employer.” Gilliland likes to say the database contains 3.6 billion data points. Users are able to filter the SUBSCRIBE ONE OF TWO WAYS information by industry, job level, and much more, Corporate mobility teams who respond to the data- he says. For those who run mobility programs, the base’s survey questions gain access to this tool for no ability to benchmark many policies side by side is cost in exchange for participating. Respondents can a transformative piece. Another advantage is that even skip questions that don’t apply or that they’d you can find out what percentage of companies prefer not to answer. All responses are anonymous, have a certain policy, which should help you make and data points must include information from at decisions about your own policies. least five other companies to ensure anonymity. Employee compensation and benefits, for example, To add the ability to filter and customize bench- can often be a sticking point. You want to know how marking data, users must purchase Premier Access.

50 Mobility | October 2020 If you choose this option, you have a potential of 262,656 filter combinations, which can be categorized “To find out this kind of by industry, headquarters location, organizational revenue, head count, job level, employment status, information before, we’d and voluntary or company-initiated moves—just to name a few ways to sort the information you want. have to talk to dozens of Gilliland says that to attempt to gain some of the same information from an outside vendor, you’d firms, and because of the need to purchase each type of survey separately, probably receive a 100-page PDF in a month, and work involved, almost would still be lacking information included in the Workforce Mobility Benchmarking Database. nobody did it. Now we have The survey is open 24/7. Gilliland promises the median response time is 30 minutes, and then the the only database of its kind.” data appears in a day or two. At this time, the survey — Matt Gilliland, Worldwide ERC® remains open. And users can add new policies when- ever they want at no additional cost. Then, “you can interact with the data as you see may not be aware of that, since some companies fit,” says Gilliland. “It’s always available.” are still upholding costly policies like this. So say you’re burning the midnight oil and trying to figure out what you’ll pay to ship your talented BE PART OF AN ONGOING SOLUTION employee’s two Bernese mountain dogs to Ghana. When Roxanne Stehlik, GMS, senior global mobility Open the database and see what your peers do. specialist at Akamai Technologies, first learned that Worldwide ERC® was working on a benchmarking HEAR WHAT MOBILITY PROFESSIONALS SAY project to provide comprehensive industry data to While holding demonstrations of the benchmarking mobility professionals, she says, “I couldn’t have database for various Worldwide ERC® member orga- been more excited. As others in the field can testify, nizations, Gilliland received numerous comments it’s an ongoing challenge to effectively benchmark about how his audience plans to use this new tool. the myriad of policy types that our company has Here are just a few examples: designed to meet business needs. • Program harmonization. At one organization, “As I completed the corporate survey … I was mobility policies weren’t cohesive. When it came impressed by its design. It allowed me to provide to talent development, the company recognized accurate and comprehensive information on our that compensation and benefits should make sense programs in a way that didn’t limit me to just a few side by side. The database can help give it the drop-down categories that our policies may not knowledge to ensure its new strategy aligns with fit into neatly. … I look forward to a tool that will industry norms. undoubtedly become a cornerstone for policy reviews • M&A. Another global organization has domestic moving forward.” policies that differ from country to country due to Challenge accepted. M the fact that the organization was the result of a merger or acquisition. It plans to use the database Heather Larson is a freelance writer based in Tacoma, to help it align its policies. Washington. • Cost containment. During the Great Recession of 2008 to 2009, some companies added homes that Keep the conversations going on this and were “underwater”—for which more was owed on other topics by participating in our online the mortgage than the homes were worth—to their Community. Sign in at worldwideerc.org/ inventory for tax reasons. That’s no longer done, community with your Worldwide ERC® says one company, but mobility professionals who username and password. don’t have regular conversations with one another

worldwideerc.org | Mobility 51

DESTINATION PROFILE: ISTANBUL

A city that continues to surprise and fascinate By Ebru Demirel

or years, travelers have known that Turkey is one of the most attractive destinations in the world, with delicious cuisine available at all hours of the day and night, friendly shopkeepers who will invite you to share some conversation over a cup of tea, and a diverse natural beauty that can take you from snowy mountaintop to sandy beach in the same day. As appealing as that surface is, underneath is something even better.F Turkey draws from a deep pool of world-class managerial talent. And just as a company might manage its European operations from London or Paris, some of the world’s largest companies might use Istanbul to manage their operations in Eastern Europe, the Middle East, and even all of Africa. Straddling Europe and Asia, Istanbul has served as the capital of the Roman, Byzantine, Latin, and Ottoman empires. After Kemal Atatürk established the secular Republic of Turkey in 1923, the political capital was moved to Ankara. However, the commercial capital has always been Istanbul. The historic city was said to be built on seven hills, each topped by an imperial mosque, with the whole city surrounded by 22 km (14 miles) of walls. Now with a population of 16 million, the city extends far beyond those walls, but that historic center will always be the city’s beating heart. Istanbul is also home to a vibrant expat community. Within a few weeks of arrival, most foreigners find themselves sorting through a large stack of invitations to join fellow expats at a bar, cinema, poetry slam, or even for an early Saturday morning run through the park.

worldwideerc.org | Mobility 53 DESTINATION PROFILE: ISTANBUL

Doing Business in Turkey

Generally, Turkish people are very friendly and Many Turkish businesses are run by families. sincere, and getting to know the people they are Organizations are often hierarchical, and decisions are working with is very important to them. Business usually made by an upper-level figure in the company. partners’ personal and professional trust is critical An expat might associate with lower-level managers to an expat’s success in Turkey, so it’s important to at first, but with more senior managers as negotiations spend time socializing with counterparts, even if it’s progress. In Turkey, business decisions are often made over a long meal at the end of a hard day when one slowly, especially if an outsider is involved. Be patient might just want to go back to the hotel. with this process, as even the best proposals might Respect is another important aspect of relationships. have to work their way up the ladder. Turkish people take great pride in their country and Turkish is the official language in Turkey, but values and expect the same respect from outsiders. English is widely used for business. This is often not Turkey is a modern country, but it has deep bonds the case in daily life, though, so be prepared to learn with its traditions and culture. When it comes to shar- a few phrases in Turkish in order to communicate ing that tradition and culture with foreigners, Turkish with taxi drivers or shop attendants. A little effort people are very enthusiastic, and showing apprecia- will go a long way, since Turkish people highly tion of Turkish traditions and culture in return is sure appreciate expats who try to learn even some of the to gain the respect of business partners. most basic Turkish phrases.

54 Mobility | October 2020 Immigration and Permits Due to its tourist attractions and many commer- As a general rule, after 90 days, expats need to cial opportunities, Turkey has become one of convert a short-term visa to a longer-term residence the most attractive global destinations for work permit and/or work permit. The work permit is and living. Partly because of the large number of required for all foreign nationals working in Turkey, immigrants, policies have been changing over the regardless of the type of employment or their nation- past few years, so be sure to see if there are recent ality. The work permit serves as a residence permit, updates for your specific situation. However, in too, and it can be applied for at the nearest Turkish general, getting a visa is surprisingly easy—with mission. Bring a passport, visa application form, and people from many countries simply having to fill a letter from the employer. Other documents may be out a three-minute application online or needing requested by ministries such as the Turkish Ministry no visa at all. of Labor and Social Security (MLSS). Markus Mainka / Shutterstock.com

worldwideerc.org | Mobility 55 DESTINATION PROFILE: ISTANBUL

Housing

The majority of rental properties within the city are Usually, the “asking price” for the rental property apartments, deluxe residences, or apartments in is not the “final price” and may be open for negotia- housing complexes. Standalone properties for rent tion by your DSP. However, that’s not guaranteed. in central parts of the city are very rare or expensive. Some rental properties visited during the home You might have to go to the suburbs to find them. search may be in need of some renovations and/or Istanbul is famous for its heavy traffic, so the time repair. Generally, landlords do not renovate or repair you need to spend commuting to work or getting the apartment before re-leasing, so any work that your children to school can be one of the major needs to be completed should be discussed during factors in determining where you choose to live. Be the negotiation process. Also, cleaning is done up to careful of falling in love with that grand mansion in a certain standard, but it might not necessarily be up the suburbs, or you might be setting yourself up for to your standard. This is normally performed at the a major commute. tenant’s expense. The majority of the rental prop- Another thing to remember about finding housing erties do not include appliances such as an oven, in Istanbul: Istanbul has a fast-moving real estate mar- refrigerator, washing machine, dishwasher, micro- ket. Don’t start your search too early, since it may be a wave, or dryer. These also can be discussed during challenge to hold a property more than a few weeks. the negotiation process.

56 Mobility | October 2020 Schools Security Several international schools accept children with for- Many residential complexes have 24/7 security, eign passports. Most are privately owned and have a and most windows on lower floors have bars for longstanding reputation for following internationally extra security. Turkey is as safe as Europe or con- accepted educational practices. Wait lists can occur, tinental America, but everyone is advised to take though, especially for the early grades, and enroll- a commonsense approach to personal safety and ments for September might need to be submitted especially to stay away from large crowds. by March to May. International school fees typically range from US$12,000 to $27,000 per year depending on a child’s age and the choice of school.

M101Studio / Shutterstock.com Transportation Driving a private car is quite normal in Istanbul, even for foreign employees. However, given that Turkey’s roads are so chaotic and unpredictable, it is especially important to stay aware and be careful while driving. A valid EU license is good for six months from the date of your last entry, but after that you’ll need to convert it to a Turkish license. For those who prefer to take public transportation, the bus and subway system is quite well developed and expanding rapidly, especially in the larger centers. Taxis are one of the fastest ways to travel around the city. Fares are based on what is on the meter only; no additional charges have to be paid, and tipping is not required.

worldwideerc.org | Mobility 57 DESTINATION PROFILE: ISTANBUL

Finances Turkish tax legislation includes two main income taxes, namely the personal income tax and the corporate income tax. Personal income tax rates vary from 15% to 35%, with the higher percentages being applied to higher incomes. The corporate income tax rate is generally 20%, but it was recently raised to 22%. However, the government has been authorized to reduce the higher rate back down to 20%. The generally applied VAT rates are 1%, 8%, and 18%. Many goods and services, including those imported into the country, are subject to VAT. Anyone with a valid residence permit and a proof of address can open a bank account, together with a passport, residence permit, foreigner ID number, and an address registration document obtained from the Civil Registry Office. Accounts can be in Turkish lira (TRY), U.S. dollars, euros, or any other currency. The advantages of having a local account include the ability to pay bills—directly via the Internet or by having them automatically deducted from an account each month. For foreigners in Turkey, the most popular banks are Akbank, Garanti Bank, ING Bank, DenizBank, fotoliza / Shutterstock.com İşbank, and Yapı Kredi Bank. Moving money into or out of the country is quite easy. During the past few years, the TRY exchange rate against the U.S. dollar has fluctuated constantly, but the general trend over the past 10 years has been of Health Care continuous decline. A wide selection of health care providers is available in Istanbul. In fact, many people come from around the world specifically for the health care services. Most major private hospitals are affiliated with internationally recognized hospitals, and most physicians have received training abroad and can speak English and other

languages as well. All private hospitals accept sadefiltrekahve / Shutterstock.com international health insurance.

58 Mobility | October 2020 Tekkol / Shutterstock.com Tekkol

Unexpected Istanbul As Napoleon once said, “If the earth were a single palaces, mosques, and bazaars are countless. As you country, Istanbul would be its capital.” sip a tulip-shaped glass of tea on the Bosporus at sunset Istanbul is a spectacular city with multiple layers and watch the pink evening light reflecting off the other of history and culture, not to mention the incred- continent, you will understand why so many centuries ible food. It offers so much that it will continue to ago settlers chose to build a city on this remarkable surprise you even after you’ve lived there for years. piece of land, and you’ll know why Istanbul is truly Friends who visit you will envy you, and when you one of the most glorious cities in the world. M return home, jaws will drop when you tell people where you were. Ebru Demirel, GMS, is the CEO of Bedel Mobility The city’s endless variety has been fascinating Solutions. She can be reached at + 90 212 359 2040 or people for thousands of years. The museums, churches, [email protected].

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JP Morgan Chase �� 12–13 TRC Global Mobility �� 7

Mayflower �� 11 Wolfsdorf Rosenthal LLP �� 62–63

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Top Destinations for Digital Nomads During and After COVID-19 By Francis Chantree

Digital nomads travel the world doing online jobs Da Nang and George Town on Malaysia’s Penang wherever there are good internet connections—and Island offer great value for the money and reason- maybe great beaches, scenery, food, and nightlife able internet speeds, while Mexican locations such as well. COVID-19 may have put the brakes on this as Cancún and Mérida have accommodations at a lifestyle of late, but that only means that there may range of prices, a relaxed vibe, and good air quality. be places that will better cater to these workers’ Until travel restrictions are further eased, digital needs than the established digital nomad hotspots nomading in the U.S. is also very possible—finding both now and after the pandemic is over. fast internet connections will not be an issue, and there are locations that won’t break the bank. Digital WHY BE A DIGITAL NOMAD? nomads, being young at heart, often gravitate to U.S. A world of adventure is certainly available to the digital destinations where they can enjoy outdoor sports nomad, but a STORAGECafé report, Best 100 Destinations after their day’s work is over: For example, nomads for Digital Nomads in the Aftermath of COVID-19, recently in Colorado Springs, Colorado, or even rural Utah are discovered that nomads’ most important criterion is clearly not missing the frenetic nightlife or high prices affordability. Salaries will probably be the same as back of big city life. home, wherever they have landed, so in lower-cost locations they can earn money not just for traveling but REMOTE DIGITAL WORKERS IN THE AFTERMATH also to put in the bank. OF COVID-19 Although digital nomads don’t have jobs requir- As travel restrictions are lifted and the world’s ing their physical presence in an office, they repre- economies get moving again, nomads will surely be sent a wide variety of occupations. Unsurprisingly, getting back to their enviable lifestyle, just taking many are IT professionals and web designers. Then a few more precautions than before. But with so there are the business service providers, marketing many people forced to work online to comply with personnel, and financial advisers, while others live pandemic-related restrictions, even larger numbers on creative writing or teaching. Such online jobs might want to try being digital nomads. The lifestyle can be done almost anywhere, although a far-off clearly suits many professions—with others added place’s time zone might present challenges if online all the time as automation becomes even more interaction or conference calls are necessary. widespread—and attractive destinations catering to digital nomads are certainly not in short supply both BEST DESTINATIONS GLOBALLY AND IN THE U.S. in the U.S. and elsewhere. M Renowned nomad destinations often feature great weather and exotic attractions, but they may not be the best options going forward. For example, Bali is not as The full STORAGECafé report can be read cheap as it used to be, Thailand’s Chiang Mai now has here: storagecafe.com/blog/best-destinations-for- air pollution problems, and the highly regarded city digital-nomads-covid19-aftermath. of Medellín in Colombia is densely populated—which means that maintaining today’s important social distancing recommendations can be difficult in such places. Francis Chantree is a senior editor and writer for Other destinations are emerging as being highly STORAGECafé. He can be reached at francis. suitable for digital nomads. For example, Vietnam’s [email protected].

64 Mobility | October 2020 EVEN NOW, A GREAT MOBILITY EXPERIENCE SHOULDN’T BE A STRETCH OF THE IMAGINATION.

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