Video Comment #vflmkk: Wie steht es heute um die Kundenbeziehung?

Der Messekongress Kundenmanagement ist der IMPULSGEBER für ein erfolgreiches Zusammenspiel aller Kundenschnittstellen.Der Messekongress Kundenmanagement bietet Ihnen eine Bühne des fachlichen Austauschs rund um das “ganzheitliche Kundenmanagement von morgen”.

The trade fair congress “Customer Management” is giving IMPULSES for a successful interaction of all customer interfaces. The trade fair congress “Customer Management” offers you a stage for professional exchange around the “holistic customer management of tomorrow”.

Keynote announcement: International Banking Innovation Forum, Vienna

Banking Professionals are faced with many new challenges as PSD2 & Instant Payments in Europe at center stage which are driving automation and Innovations. It will be a great pleasure representing Bankhaus August Lenz with a keynote on the importance of the combination of all aspects of HUMAN, DIGITAL & CULTURE to create valuable business models for future banking. Looking forward joining other Top Industry Experts to tackle these topics with them.

AudiMax Interview Banking: Klischees auf der Spur

Banker haben keine Freizeit.

Jochen Werne, Direktor der Bankhaus August Lenz & Co. AG antwortet AudiMax auf die Frage nach dem Klischee, dass Banker keine Freizeit haben. Text: Felix Schmidt / AudiMax


“Freizeit ist wichtig! Nicht nur zur Entspannung, sondern vor allem um den Blick über den Tellerrand hinaus zu schärfen. Die Bankenbranche befindet sich in einer der größten Umbruchphasen ihrer Geschichte. In solchen Phasen ist neben unternehmerischen Denken besonders Kreativität gefragt. Und wie kann man dies besser schöpfen als abseits täglicher Routinen”

Jochen Werne

Das Original der AudiMax Sommerausgabe findet sich hier

Man sollte nie so viel zu tun haben, dass man zum Nachdenken keine Zeit mehr hat.

Georg Christoph Lichtenberg
Erster deutscher Professor für Experimentalphysik im Zeitalter der Aufklärung

Small talk with Siri, Alexa & Co.

What role does humans play in times of exponential technological developments and how does this influence our society?

Author: Jochen Werne / first published May 2019 @LinkedInPulse

Siri or Alexa? Who can offer us more help in our daily life? Who provides the better answers and leads the more eloquent conversation? A legitimate question, because both Smart Devices are now so technically mature that it is difficult to make a simple distinction. Alexa was only launched in November 2014 in the USA and at the end of October 2016 in Germany.

Our world is changing from analogue to digital. While the invention of the printing press in 1450 by Gutenberg was a true milestone on the timeline of human development, we now live surrounded by smartphones and cloud applications in which we can store, share and retrieve even the most private information from anywhere in the world. Smart support is omnipresent: Siri accompanies us through everyday life in the form of Apple products and Alexa awaits us – Amazon powered – with a familiar voice when we get home. The intelligent speech assistance systems are only one of many modern applications of Machine & Deep Learning technologies and are therefore more broadly defined by artificial intelligence. With the extremely dynamic and rapid development of smart robotics and learning systems, some people are asking themselves what role humans will play on the stage of these technologies in the future.

The emerging technological possibilities, like all technological achievements in the past, have an impact on our daily personal lives, but their potential unfolds when we consider this impact in a scaled way and when it comes to our society as a whole. The Tübingen professor of media science, Bernhard Pörksen, even speaks of the fact that we have long since been able to be described as a “digital society” – this change took place in an extremely short time and without us being prepared for it. As a result, we would first have to learn competences to understand our actions in this new digital world and also to learn how to deal with the resulting effects. The learning of these skills takes place at different speeds in the case of digitisation issues, even against a demographic background. In contrast to the digital natives of the 21st century, some parts of our population with fewer points of contact with digital media find it more difficult to deal with the challenges of new technological standards and to adapt to the changed conditions in the service sector. The efficiency of the technical possibilities that permeate all areas of our lives is impressive, but it is crucial for success in the service sector not to ignore one factor: human empathy. 

An example of this is the financial sector. Your own money is an issue that most people are most personally concerned about. However, plagued by fears of loss, personal biases and an extremely complex oversupply of investment alternatives, many investors seek personal support that goes beyond enumerating facts. We are talking about human support and empathic accompaniment, which machines (so far) have not been able to provide. A service that ideally covers not only the technical aspects of financial consulting, but also the behavioural finance aspects.

Undoubtedly there are already developments like Google Assist, in which attempts are made to incorporate empathic components into the developments, but the ability of the machines to simulate emotions and accordingly cause emotional reactions in humans (still) reaches its limits.

The upcoming technological developments will help us to solve many hitherto unsolvable problems in e.g. medicine, in environments hostile to humans or in a World Food Programme in a relatively short time. But as always with new technologies, it is also important to limit the abusive possibilities of use and to educate population that have little contact with modern instruments and technologies, because otherwise there is the danger of creating a feeling of inequality, which in turn can lead in extreme cases to a division of society. The desired progress would thus be reversed into its opposite: a step backwards based on a lack of communication at the micro and macro levels. 

“It will certainly be our task in the future to ensure that developments in technological progress, artificial intelligence and the role of man go hand in hand. To advance optimizations through technology and digitization, as well as a parallel enlightenment of the individual with regard to his uniqueness in relation to technological development, as well as his social responsibility in this context.” 

Jochen Werne

The following comparison should simplify the problem between strengths and limitations of automated systems: In 2012 an autopilot would probably not have let the Costa Concordia collide with a rock – the reason was human, emotionally driven behaviour. But an autopilot could not have landed an Airbus 320 on the Hudson River in 2009 either. This required human experience and spontaneous creativity. Something that our brain can do, but that still allows the technical possibilities of AI to reach hard limits for the foreseeable future.

It remains to be said that smart devices like Alexa and Siri provide valuable support and even provide entertainment with the increasingly mature question-and-answer game. We can ask the digital companions anything. We also get – within the scope of technical possibilities – a cheeky answer. But we have to deal with the extent to which these answers provide us with what we expect, also on an emotional basis. Because our expectations often go beyond a technical answer. 

More in-depth insights on this topic can be found, for example, at the Platform for Learning Systems (https://www.plattform-lernende-systeme.de/home.html ).

Recorded: EIC19 keynote. The impacts of artificial intelligence on business and society. Disruption or just progress?

It has been greatly inspiring giving a keynote on the impacts of AI on business and society and to discuss with some of the 800 thought leaders, leading vendors, analysts, visionaries and executives at the highly recognised Kuppinger Cole European Identity & Cloud Conference 2019.

Jochen Werne

Find more inspiring keynotes from the #EIC19 here

Impressions

German Stevies committee is awarding innovations and human creativity

The German Stevie Awards are a top-class business award for the German business world. Outstanding achievements are rewarded in over 80 different categories: from Manager of the Year in over 30 industries, to Marketing Campaign of the Year, to Product of the Year, and more.

It’s greatly inspiring seeing the different approaches companies are going to be innovative and a step ahead of their competition in a highly dynamic business environment

Jochen Werne
German Stevie Awards Jury Member
Management & Human Ressources


Jury member Jochen Werne about the importance of the human factor in a digital world

Buchempfehlung: Vermögensverwaltung – Stressfreies Investieren im Klimawandel der Finanzmärkte

Es war eine besondere Freude als Co-Autor des Buches “Vermögensmanufaktur”, der renommierten Herausgeber Roland Eller und Markus Heinrich, mitzuwirken.

Jochen Werne

Der Beitrag: “Die Bank – Der Lotse im digitalen Anlagedschungel” ist einer der 27 Artikel namhafter Mitautoren wie Prof. Dr. Karlheinz Ruckriegel (TH Nürnberg), Dr. Jürgen Michels (BayernLB), Dr. Volker Gronau (Deutsche Wertpapiertreuhand), Dr. Bernhard Breloer (Robeco), Prof. Dr. Thomas Egner (Otto-Friedrich-Universität Bamberg), Rudolf Geyer (ebase), Georg Geiger (Value Holding AG), et al.

The Bank – The pilot in the digital investment jungles

Co-Author: Jochen Werne

Chapter: The Bank – The pilot in the digital investment jungle

Find a reading extract here

Buy at Finanzbuch Verlag /  Amazon / Weltbild / GooglePlay

Content extract

digital thoughts 2019: Expeditions into the digital world – technologies, ongoing change, leadership

On May 23, ec4u will present innovations and trends for the customer experience and innovative applications for marketing, sales and service together with customers, experts and opinion formers and address the challenges of digital leadership in the midst of (agile) transformation:

  • How, for example, AI and other innovations can support marketing, sales and service both on the customer side and internally. 
  • How executives can deal with digital change in order to grow with their company. 
  • What communication, organization and culture in agile transformation can and must look like to provide a stable foundation for your business.

LEARN MORE HERE

“It’s greatly inspiring giving a real keynote in an innovative virtual conference like Digital Thoughts 2019”

Jochen Werne

EIC2019 Keynote: HUMAN. DIGITAL. CULTURE – Disruption or just Progress? Impacts of Artificial Intelligence on Business and Society

Looking greatly forward to give a keynote on the impacts of AI on business and society and to discuss with some of the 800 thought leaders, leading vendors, analysts, visionaries and executives at the highly recognised Kuppinger Cole European Identity & Cloud Conference 2019.

Jochen Werne

FIND OUT MORE

The place where the Digital Transformation is happening. The European Identity & Cloud Conference, held from May 14-17, 2019, offers a mixture of best practice discussions, visionary presentations, and networking opportunities with a future-oriented community. More than 800 thought leaders, leading vendors, analysts, visionaries, executives, and end-users get together in Munich to be inspired by a list of world-class speakers.

With five parallel tracks, more than 200 international speakers and experts, many Best Practice presentations and 120 hours of relevant content, EIC 2019 provides you with a comprehensive overview of future trends in Internet security as well as practical information about current projects.

Every year the agenda focuses on the latest and most relevant Information Security and Digital Identity topics to offer you the foundation to design the right digital identity and security strategies for your business. Hear about emerging trends in order to be prepared to meet and exceed present and future business, identity and security challenges.

Academy for Leadership: Adventure with plan

Article published in the Advance Magazine 01/2018 

https://advance-online.de/zeitungen/advance-01-18/story/

Translated by DeepL

 

2012 Expedition “Cerberus”, day 3.

A workplace to fear.  The wind whips the sailing yacht of the Global Offshore Sailing Team through the English Channel.  The heating goes on strike, everything on board is clammy and ice-cold.  Five men take turns on watch, the maximum rest period is three hours.  Götz Gredé had been forewarned, had packed heaps of warm things and his father’s lined hunting boots.  When he needs them, the rubber crumbles in his fingers.  They were probably too old and simply dried up, the good pieces.  For the guard on deck, Götz now has to slip into thin sneakers.  He freezes like never before in his life, thinking only of escape.  “In the next harbour I leave the ship.  You don’t mind, do you?” he asks Jochen Werne.  “Yes,” the expedition leader replies.  Götz is speechless. Then he learns something for life.

1991: Gorch Fock.

Give up or hold out?  Jochen Werne never asked himself this question.  The wiry mid-forty grows with his tasks, that’s always been the case.  He grew up in a village near Waldshut, directly on the Swiss border.  At the station kiosk, where others stock up on grain, he buys the “Herald Tribune”.  The view over the edge of the plate awakens the wanderlust.  He is particularly fascinated by seafaring.  He reports to the navy.  There he belongs to the best, can choose his command.  And he chooses one of the hardest jobs there is: the sail training ship “Gorch Fock”.  89 metres long, dream ship on the outside, life reduced to a minimum on the inside: 30 men on 30 square metres.  Privacy only exists on the mast at a height of 40 metres.  Werne has to sleep in the 1.75 metre long bunk.  Werne measures 1.79 metres.  “Turning around is not possible,” he says.  “I never lay in a coffin, but I didn’t have much more room.”  So it goes twice around the world.

What the navigator likes: sailing, camaraderie.  What’s not: the bureaucracy and the inertia of the system.  After two years duty on the “Gorch Fock” he decides against the officer career and studies business administration.  Even today, Werne criticizes rigid, inefficient structures that do not fit into an ever faster society: “The bigger the company, the easier it is for me to hide behind bureaucratic processes.  Do it on a ship!”

It turns out that shipping not only demands good leadership, it also provides strategic approaches when it comes to coping with disruption.  “The Apollo 11 space capsule had 12,300 transistors, 3 billion fit on the processor of the Apple iPad Air 2.”  Werne is enthusiastic about the exponential growth of digital technologies.  “We live in the most prosperous time ever,” he says.  His confidence has little to do with his belief in technology; it is based on a deeper insight: “We are all biased.  Fears from childhood block our view of the positive.”

2017 London, Chatham House.

Take digitization, for example: “Of course many jobs will be lost,” says Werne, “but many will also be created.  Nobody knows yet how big the gap between them will be.  Is digitalization the biggest upheaval in human history?  “That’s only what 30-year-olds say,” says Werne and laughs.  It’s not a matter of worrying.  After all, people are still the driving force behind technology.  That also gives them the freedom to make their own decisions.  For example, about what happens to that part of the population whose jobs are disappearing.  Do we need a basic income?  “Perhaps.  But above all we need a plan,” says Werne.

Such plans are being discussed at Chatham House, for example, one of the world’s most important think tanks based in London.  Jochen Werne discusses security, politics and society with the other members there.  He also talks about the future of work: “We need contingency plans, otherwise high unemployment threatens and people lose their prospects,” he says.  Above all, however, fear must be combated.  It is important to illustrate the benefits of new technologies for people.  Werne uses YouTube videos, for example, which show how Parkinson’s patients learn to control their trembling with the help of an implanted chip.  Or a development of the world’s largest wine producer. At Gallo in California, all vines were equipped with sensors.  They measure the moisture in the soil.  This data is enriched with weather data from NASA satellites.  “On this basis, Gallo was able to save 25 percent water during irrigation from one day to the next,” says Werne.

I FIRMLY BELIEVE IN MANKIND AND MORE IN ITS CREATIVE POWER THAN IN ITS DESTRUCTIVE POWER.

2003 Munich, Bankhaus August Lenz.

To see the future as a great adventure, this view of the world also brings momentum into professional life.  After studying business administration, Jochen Werne worked at an Internet start-up, then became an analyst at Bankers Trust Alex.  Brown International and in Global Investment Banking at Deutsche Bank.  In 2001, he joined Accenture as a CRM specialist.  His latest client there is the Mediolanum Group, an Italian financial services provider.  In 2001 it took over the Munich bank August Lenz.  Werne has been working for the “most personal private bank” since 2003, according to the promise in the slogan. As Director of Marketing, Business Development, Treasury & Payment Services, he drives the bank’s digitization.  He also deliberately seeks cooperation with up-and-coming Fintechs and develops services for which the bank has already received several awards.  “Innovation must start with top management,” he says.  His strategy: “Bring the right people together, then make it easy.  Werne borrows a nice term for this from Erich Fromm: “spontaneous activity”. “Spontane is important, it brings in creativity,” he says.  The concept “9 to 5” is dead, in new working environments it is exactly about making it as easy as possible for employees to come up with ideas.  Hierarchies are indispensable, says Werne.  Not only when sailing.  But he does restrict: “If the hierarchy stands, you also have to delegate and trust.  I’ve never seen anyone fail to accept a task assigned to them.”

2012 Expedition “Cerberus”, day 3.

Which brings us back to the freezing Götz Credé.  “He was completely perplexed because I didn’t want to just let him leave the boat,” recalls Werne.  In the conversation he draws a clear line: “We are in an uncomfortable situation, not in a struggle for survival.  Then he outlines a possible future for his colleague: “If you give up, you’ll always find plenty of reasons to justify yourself.  People will agree with you.  But that’s not the point.  It’s about admitting to yourself: “I can’t do that.”  When the next similar situation comes, you will behave like that again.  And in the end you walk stooped through life.”  Götz Credé stays and is the first one to sign up for the next tour.  Jochen Werne says: “The strongest drive comes from within.  Life is always about answering three questions: “What do I want?”, “What does it cost me?” and “Am I willing to pay the price?

Werne recommends all those who don’t feel comfortable at work to answer these questions for themselves.  He focuses on personality and freedom in the search for talent: “You can no longer reach the target group with the classic job description,” he says.  It is more important to appear authentic and to enable employees to shape their own work.  Only in this way can a company be successfully managed, because: “The well-being and woe always depends on the people”.

AS SOON AS THE HIERARCHY IS SET, ONE MUST ALSO BE ABLE TO DELEGATE AND TRUST.

2017 Prologue.

Jochen Werne likes to digress when he talks.  Always in an honest effort to leave the visitor in the dark about nothing.  The world is complicated.  Jochen Werne thinks deeper than many others.  The visitor experiences a doer with brains, an adventurer with a plan.  Oh what, with many plans.  Sovereign in appearance, blessed with the ability to get enthusiastic about one thing and carry others along.  The most beautiful example: In 1999 Jochen Werne founded the international Global Offshore Sailing Team (gost.org) to combine two passions: sailing on the high seas and international understanding.  30 to 40 members from different nations belong to the crew in changing line-ups.  “There are no national differences at sea, especially in extreme situations,” says Werne.  And these are the result in the following years, from the fight against storm and ice in Spitsbergen to the machine breakdown in the English Channel. The machine is repaired by the expedition leader himself, although he actually has no idea about the matter.  He thinks, analyses, finally finds the blocked cooling circuit and cleans it.  There was simply no one else there who could have done it better.  The banker, future thinker and expedition leader Jochen Werne trusts himself quite naturally.  In the end, we have the impression that with self-confidence, experience and a thirst for adventure, the future can not only be mastered, but well shaped.

Antarctica 2018: “Mankind can do a lot!

One of the expeditions led by Jochen Werne led to the Arctic ice in 2016.  The GOST team sailed to the pack ice border in the footsteps of researchers like Roald Amundsen, Fridtjof Nansen and Ernest Shackleton.  It commemorated the seamen who fought in the battles for Arctic convoys with supplies for Russia in the Second World War between 1941 and 1943.  In the name of Norway and Canada, the expedition participants handed over wreaths of the sea in memory of the fallen.  At the same time, the expedition was to raise awareness of the effects of climate change on the Arctic.  The expedition team was supported by King Harald of Norway, the Canadian government and Chancellor Angela Merkel.

In February 2018, Jochen Werne set course for Antarctica.  “This is a completely different story again,” he says.  The average temperature on the coldest continent is minus 30 degrees, and the ice layer is on average 2.1 kilometres thick.  The “Antarctic Blanc” expedition primarily serves the environment.  The “Antarctic Treaty” has been in force since 1961, an agreement between 30 countries that have committed themselves to refrain from using Antarctica for military purposes and to exchange their research results openly.  In 1998, the “Environmental Protocol” was also signed, which is considered the toughest environmental protection agreement in the world.  Werne is optimistic: “It shows that we as humanity can achieve a lot, regardless of what opinions we hold.

The importance that the GOST expeditions now enjoy was already apparent in advance.  Support came from the Queen of England, the Vienna Hofburg and the office of the German Federal President.  The heads of state of the Czech Republic and Finland sent personal letters, Belgium, Bulgaria, Sweden and Switzerland were also on board.  Jochen Werne manages this with months of dedication and the motto: “If you want to achieve something – always start at the top”.

The expeditions on the web:

Global Offshore Sailing Team: www.gost.org

Arctic Expedition 2016: www.arcticoceanraptor.com

Antarctic Expedition 2018: www.antarcticblanc.com

Bankhaus August Lenz: www.banklenz.de