It has been a privilege contributing as co-author for the fifth time to an inspiring book project. “CRM goes digital“ has been initiated by Dr. Martin Stadelmann, Mario Pufahl and David Lauch and is part of the Springer Gabler Edition Sales Excellence book series (ESE)
Artificial Intelligence meets Homo Sapiens – Possible applications and limits of artificial intelligence
Author: Jochen Werne
Werne J. (2020) Artificial Intelligence meets Homo Sapiens – Einsatzmöglichkeiten und Grenzen Künstlicher Intelligenz. In: Stadelmann M., Pufahl M., Laux D. (eds) CRM goes digital. Edition Sales Excellence. Springer Gabler, Wiesbaden
Abstract
A special encounter. Algorithms developed by humans meet everything that man and nature embody – from industrial processes to our very own behaviour. A race between countries and companies has begun to decide the enormous potential of AI and its impact on our consumer behavior, as well as on our society. However, despite all the euphoria, it is important to understand the topic, its possible applications and also its limitations well, so as not to succumb to the danger of losing oneself in technology-believing magic.
About the book: CRM goes digital
Consistent customer orientation and digital transformation lead to completely new approaches in management: the focus is on omnichannel or mobile CRM concepts, big-data and social media instruments, and automation. But what does this mean in concrete terms for marketing, sales and service? What effects does digitalization have on product and service optimization or on sales management and customer loyalty? How can methodical customer orientation contribute to an improvement in sales performance? Answers to these and other questions are provided by the contributions from science and practice in this book. The authors illuminate the requirements and possible solutions of CRM systems along the concept of the customer journey using selected industry examples. They provide concrete recommendations for action and offer managers and users from customer-oriented business areas valuable orientation aids for the implementation of digital customer management.
From the content
CRM: strategies, organisation, controlling and employees
Concepts in digitisation
Best Practices in CRM: Case studies of customer-centric companies
Topics of CRM research
Published: Werne, Jochen (2019, December 1). The nature of society: Are certain cultures less predisposed to cyberthreats than others? An examination using the example of Germany. In the Cyber Security: A Peer-Reviewed Journal, Volume 3, Issue 2.
ABSTRACT
Successful ransomware attacks and thefts of data and passwords have unequivocally demonstrated that technical defensive measures are to be considered as merely basic moves in the protection against cyberattacks, and that security concepts, if to be effective, must take ever greater account of the human factor. Several examples prove that attack vectors which belong to the area of ‘social engineering’ are menacingly successful. Employees of enterprises, especially SMEs, frequently underestimate their importance when assessing security risks and the defence against them. As a consequence of these findings, a company-wide risk management should respect cultural and psychological peculiarities. Another promising approach are AI-based concepts, both as a technical defence against cyberthreats and in respect of processes specific to the company, as well as culture-specific characteristics of its employees. Both approaches are based on understanding human behaviour in its sociocultural context. Within the scope of this paper, this cultural aspect of cyber security is examined with regard to whether certain cultures may be less predisposed to cyberthreats than others. This is analysed using the example of Germany and also considers the question whether more or less authoritarian company cultures play a role in this context. How can phenomena such as German angst and similar cultural peculiarities be adequately taken into account? The remarks are mainly targeted at an audience which is concerned with organisational and technical countermeasures again cyberthreats. They focus on the importance of incorporating findings from psychology and social sciences when designing and realising such measures.
Author’s Biography
Jochen Werne is the Chief Development and Chief Visionary Officer (CDO/CVO) and executive committee member of PROSEGUR Cash Services Germany Ltd. Prior to that he was director and authorised officer of the Bankhaus August Lenz & Co. AG. Jochen is also member of the Federal Ministry of Education and Research Initiative ‘Learning Systems’ — a platform for artificial intelligence, member of the expert board of Management Circle, as well as a member of one of the most important think tanks worldwide: Chatham House, the Royal Institute of International Affairs. Jochen is a keynote speaker at various banking, innovation and executive conferences as well as an author and co-author of several textbooks and professional articles.
ABOUT Cyber Security: A Peer-Reviewed Journal
Cyber Security is the major peer-reviewed journal publishing in-depth articles and case studies written by and for cyber security professionals. It showcases the latest thinking and best practices in cyber security, cyber resilience, cyber crime and cyber warfare, drawing on practical experience in national critical infrastructure, government, corporate, finance, military and not-for-profit sectors.
Each quarterly 100-page issue analyses significant current and emerging cyber security threats and the latest strategies, techniques and technologies available to detect, manage and react to them, helping to uncover potential weaknesses in your current systems which could be open to attack. Its detailed articles and case studies – all of which are peer-reviewed by an Editorial Board of leading cyber security experts – provide in-depth, actionable advice and ‘lessons learned’ from fellow professionals, showing how cyber security programmes have been specified, designed, implemented, tested and updated in their organisations, as well as how data breaches and exercises have been managed in practice.
Cyber Security does not publish advertorial or advertising but rather in-depth articles on key topics including:
Cyber security risk assessments, platforms and frameworks
Building cyber response programmes
Protective measures
Threat surface analysis and detection
Incident response and mitigation
Training ‘red’ teams
Crisis and reputation management
Recovering from a data breach
Employee and customer awareness, education and training
Workforce analysis and programmes
Reporting to senior executives and getting sufficient funding
Scenario planning, penetration testing and cyber security exercises
Reducing insurance premiums
Cyber security in the supply chain
Insider threats
Cloud security risk
Cyber warfare, cyber terrorism and state-sponsored attacks
Safe disposal of sensitive data
Cyber security investigations and digital/analogue forensics
Thank you very much Stefanie Milcke for the friendly invitation to this inspiring marketing meetup in the age of Corona!
It’s all about when and in what form marketing makes sense in such extraordinary times, and possibly even makes companies emerge stronger from the crisis. Certainly, as in any crisis, transparent communication to the outside world, but above all internally, is the ultimate discipline.
Message from the organizer
Virtual Meetup: Macht Marketing während der Corona Krise Sinn?
Wednesday, Apr 15, 2020, 5:00 PM
Online event ,
8 Mitglieder Attending
Die Corona Krise trifft uns alle unvorbereitet. Gerade im Marketing herrscht derzeit viel Ahnungslosigkeit, wie mit der Situation umzugehen ist, weshalb die meisten Unternehmen unisono “wir sind da” kommunizieren und kaum einer Indiviualität zeigt. Deshalb widme ich dieses virtuelles Meetup dem Thema “Macht Marketing in der Corona Krise überhaupt S…
Hiermit lade ich euch alle ganz herzlich zu meinem (ersten) virtuellen Meetup in meiner neuen Gruppe Munich Marketing Roundtable ein. Das Thema: Macht Marketing während der Corona Krise Sinn?
Details
Die Corona Krise trifft uns alle unvorbereitet. Gerade im Marketing herrscht derzeit viel Ahnungslosigkeit, wie mit der Situation umzugehen ist, weshalb die meisten Unternehmen unisono “wir sind da” kommunizieren und kaum einer Indiviualität zeigt.
Deshalb widme ich dieses virtuelles Meetup dem Thema “Macht Marketing in der Corona Krise überhaupt Sinn?” Dafür habe ich ein Experten Round Table organisiert und lade euch hiermit gerne als Zuhörer und “Mit-Diskutierer” ein.
Jeder meiner Experten wird zu Beginn kurz (10 Minuten) seine Erfahrungen insbesondere kommunikativer Natur mit der Krise schildern und dann für die offene Q&A mit euch zur Verfügung stehen.
Dafür habe ich mir ein paar tolle Experten eingeladen:
Slavisa Gasic (mein Co-Host, Founder ServicePro, Marketing Allrounder, Experte für Leadgenerierung und CRM)
Heading to the sea – Planung trifft Realität What to do when the storm hit you – Vom Lock-down zum Lock-On Finding new routes Die neue Realität in einer Welt beschleunigter Transformation
It is a great pleasure giving a keynote at the WIWO Digital Suite 2020 and to discuss the topic „Back to the roots. How technological progress and artificial intelligence is influencing international affairs and business today.“ with Germany‘s leading CFO‘s.
ABOUT THE KEYNOTE
Jochen Werne
The length of stay of market-leading companies in the DAX, NASDAQ and other leading indices is decreasing rapidly. The planning cycles in companies and for CFOs are becoming shorter and shorter and the planning uncertainty with regard to the effects of international tensions on exports is increasing. The keynote will provide information on the relationship between the phenomenon of exponential technology leaps and the resulting innovations in the field of artificial intelligence and its impact on the geopolitical situation and international cooperation in general, and customer behavior and communication in particular.
A successful digitization strategy can only be implemented with and by the CFO. CFOs are drivers of change in the company and at the same time have to change themselves and the finance function. This is a balancing act in which the prioritization of digitization projects in particular becomes a challenge in day-to-day business and again increasing cost pressure. With the CFO Digital Suite, WirtschaftsWoche offers a creative space for your own assessment and inspiration. Where do other CFOs stand with their digitization roadmap? The data driven company – process mining in practical test Restructuring and cost management vs. future projects – mastering the balancing act Upskilling – wish or reality?
It was a great pleasure discussing with Dr. Robin Kiera about human behaviour and technological progress in the insurance industry during a perfectly organised EUROFORUM Deutschland GmbH conference in beautiful #Hamburg. Thanks Karin Hanten and the #EUROFORUM Team for the kind invitation.
…and thanks to Robin for keeping the fun alive which good interviews always bring
Those who put the customer at the heart of their data strategy, will be those who come out on top. With the increasing focus on customer experience, engagement and targeting, how can we continue to commercialise data and drive revenue with the customer in mind? And if we take a step back, are we truly making a positive social impact with our data?
Looking forward discussing about the question, if we can drive revenue whilst creating positive social impact at the Big Data & AI World in London
1st published in the German newspaper Handelsblatt on January 8, 2020 – translated by DeepL.com. Photos: Pixabay
Looking at the world sometimes gives the impression that things seem to be much better outside Europe. Examples? The world’s largest airport, Beijing-Daxing, goes into operation after four years of construction, while at BER, construction continues after 13 years. The coffee house chain Luckin Coffee, valued at $4.5 billion, will replace Starbucks as No. 1 in the Chinese market by the end of the year, two years after its foundation. Digital platform companies such as Apple, Amazon, Alphabet, Tencent & Co. have left the traditional commodity and industrial groups behind in terms of value.
What made these American and Asian companies so big? Absolute willingness to implement at high speed, massive state and private investments, sometimes industrial policy intervention, huge, scalable domestic markets and a just-do-it mentality favour economic and technological development alongside a number of other factors.
Is Europe, on the other hand, in a downward spiral? Is the continent now losing the much-discussed second half of digitisation, which is mainly about the digitisation of industry, now that the B2C race seems to be lost?
The recent history can also be told in a different way. The financial crisis of 2008/2009 has shown how valuable Europe’s and especially Germany’s strong industrial core is. A highly specialised, excellent SME sector and the leading groups from mechanical, plant and vehicle engineering to the pharmaceutical and chemical industries are anchors of stability. With Industry 4.0, the vision for the future of value creation comes from Germany, and there is a worldwide competition for its widespread introduction.
The strength lies in product innovation, especially in complex products such as machine tools, medical devices, vehicles or building services engineering. Germany also has world market leaders in engineering and in production and automation technology. Despite all the negative predictions, Germany has further expanded its strength in networked physical platforms with the integration of IoT, data and services in industrial environments and has secured a very good starting position. The German research landscape also holds an internationally good position in areas critical to success such as semantic technologies, machine learning and the digital modelling of products and users. And let’s not forget that the companies in the country have produced outstanding software products for the fast, reliable and scalable processing of big data and the integration of business processes.
While Germany wants to consolidate its pioneering position as the world’s supplier, the USA is relying on its expertise as a global networker and China is relying on short decision-making paths, capital intensity and a large domestic market in which it can scale quickly. In this situation, it is important that we concentrate on our strengths and resolutely tackle the digitization of industry and SMEs. However, this requires a much faster entry into the emerging B2B platform markets.
In Europe, we stand for a liberal value system, both economically and politically, which, as in the past, has proven to be the decisive differentiating factor in the medium and long term. The debate on the use of data is conducted in Europe in good tradition at an extremely high level and this in the good understanding that digitisation is not coming over us, but is made by people and is intended to serve them.
It is therefore the right moment to take a decisive step towards the future and to open up Europe’s path. To do this, we need a large, homogeneous domestic market that will make us almost competitive with the USA and China. We also need substantial investment in digital infrastructure and cybersecurity, as well as training and further education. Both competitive regions currently have the power to set standards in digitization as well. The goal of the European Union to create a single digital internal market is laudable, but final implementation is still pending. This implementation, however, is the important and very concrete next step in order to be able to achieve the competition-relevant scaling effects and to be able to play a competitive role in data-based business model innovations.
The second half is running and nothing is lost.
About the authors
Jochen Werne (48) is a member of the Executive Board and Chief Development Officer of Prosegur Cash Services GmbH, as well as a member of the Artificial Intelligence Learning Systems Platform and the Royal Institute of International Affairs, Chatham House.
LinkedIn: https://www.linkedin.com/in/jochen-werne-2292507a/
Twitter: @WerneJochen
E-mail: jw@JochenWerne.com
Dr. Johannes Winter (42) heads the office of the Learning Systems Platform and the technology department at the German Academy of Science and Engineering (acatech).
LinkedIn: https://www.linkedin.com/in/johannes-winter-13048629/
Twitter: @jw4null
e-mail: winter@acatech.de
GOVERNANCE TODAY: One of the best descriptions about the role of the Chief Visionary Officer can be found on Wikipedia
A chief visionary officer or chief vision officer (CVO) is an executive function in a company like CEO or COO. The title is sometimes used to formalize a high-level advisory position and other times used to define a higher ranking position than that held by the CEO. In some cases, the CVO is added to the CEO title (for CEO/CVO status), much in the same way that people with multiple university degrees list them after their names.
The CVO is expected to have a broad and comprehensive knowledge of all matters related to the business of the organization, as well as the vision required to steer its course into the future. The person in charge must have the core-competencies of every executive, and the visionary ideas to move the company forward, defining corporate strategies and working plans. The role has expanded to include formalizing the company’s strategic-planning processes, forging new working relationships and synergies across the organization, and establishing greater transparency and accountability for those people carrying out the company’s strategy.
Companies add CVOs (or consider doing so), sometimes interchangeable with CSO – Chief Strategy Officer, to their management teams for several reasons. Changes to the business landscape — complex organizational structures, rapid globalization, new regulations, the struggle to innovate — make it more difficult for CEOs to be on top of everything, even in areas as important as strategy execution and vision direction. Strategy development has become a continuous process, and successful execution depends on rapid and effective decision making. Further, as Harvard Business School professor Joseph L. Bower has noted, iron-fisted control of execution often eludes the top team’s grasp, as line executives seek to define strategy on their own terms. (See Bower and Clark G. Gilbert’s “How Managers’ Everyday Decisions Create—or Destroy—Your Company’s Strategy,” February 2007.)
Einar Stefferud, co-founder and CVO of First Virtual Holdings in 1994, is usually recognized as the first CVO. Another early CVO was Tim Roberts of Broadband Investment Group. Roberts said[citation needed] he invented the title to recognize the visionary attributes needed to integrate a complex business with many diverse aspects. Roberts chose the title to define his role in the organization, and didn’t intend the designation to proliferate across the corporate world in the way that it has.
It is with pride to serve PROSEGUR Cash Services Germany as Chief Development & Chief Visionary Officer in one of the most fascinating times of techological progress and transformation
Jochen Werne
Press Release, 18 November 2019
Jochen Werne is the new Chief Development & Chief Visionary Officer of Prosegur Cash Services Germany GmbH
Monday, 18 November 2019 Member press release ° Digital and transformation expert to support strategic development internationally ° Heath White continues to drive forward strategy on innovations and new products
Ratingen (Germany), 18 November 2019 – Jochen Werne has been strengthening the C-Suite of Prosegur Cash Services Germany GmbH since 1 November 2019 as a member of the Management Board and Chief Development & Chief Visionary Officer (CDO/CVO). “With Jochen Werne, we have been able to win an internationally networked and leadership-strong digital and transformation expert for Prosegur. The focus of his work at Prosegur will be the development and implementation of the strategy for Business Development, Innovation, II&S (Innovative Integrated Solutions), Business Process Outsourcing, New Products and International Sales. We expect that his industry expertise will provide our company with further impulses that will enable us to set trends in a market environment that is changing dynamically due to new technologies,” explains Heath White, CEO Prosegur Cash Services Germany GmbH. Werne’s academic career has taken him to the University of Passau, the J.W. Goethe University Frankfurt a. M., the Helsinki School of Economics and Oxford University. He started his professional career in Global Investment Banking at Bankers Trust and Deutsche Bank AG. After a leading position in a start-up for electronic trading platforms and as a management consultant at Accenture, he joined Bankhaus August Lenz & Co. AG, where he headed various departments of the bank. According to Fintech Finance, during this time the bank transformed itself from an analogue private bank to a driver of innovation in digitalisation. Werne is a member of the platform “Learning Systems” for artificial intelligence. This platform was initiated by the Federal Ministry of Education and Research. He is also a member of the Royal Institute of International Affairs, Chatham House. He is a keynote speaker, author and co-author of numerous specialist books and articles. He has received several international awards for his commitment to the development of diplomatic relations between nations.
About Prosegur Prosegur is one of the leading security service providers worldwide with more than 175,000 employees on five continents. In Germany, Prosegur offers comprehensive services in security logistics with 31 branches and more than 4,000 employees. In the cash and valuables transport sector, Prosegur has the largest share of the industry’s turnover. The service portfolio includes automated cash processes and ATM services in addition to cash and courier logistics and cash management. With the automated deposit solutions “Prosegur Smart Cash”, customers optimize their cash handling. Following the acquisition of BaS Solution, Prosegur is one of the few cash and valuables logistics providers to offer technical services from a single source throughout Germany. The company bundles its social and cultural commitment in the Prosegur Foundation, which benefited over 43,200 people in 2018.
