30 April 2020 579

"In this crisis, we have a unique chance to change»

The pandemic has challenged billions of people, changing their lives. But the main thing in the current conditions is to stop being afraid of changes and start seeing new opportunities for development. Today we will give you some theses from the interview with the journalist Lenta. Andrey Makarov and President, Chairman of the Management Board of Sberbank German Gref.

"This is a period of time when you need to help people, and first of all-small and medium-sized companies. Therefore, nothing threatens the banks today, the end of the year is on the horizon, and if this scenario continues for a long time, which we are currently in, it is quite possible that a number of banks will need such assistance, because this may turn into a difficult situation in the banking sector, but this does not concern Sberbank."

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"We need to think differently about everything we do today."

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Andrey Makarov: "You mentioned artificial intelligence, which allows you to calculate a mathematical model, how the situation with the virus will develop, and so on. I can't help but ask this question, because a fairly large group of scientists, and serious scientists — with names, not so long ago wrote a letter about serious concerns about artificial intelligence. Today you say that artificial intelligence allows you to solve problems. Don't you have these fears that [scientists have]?»

Herman Gref: "Here we need to divide the problem into two parts, probably.

Artificial intelligence is a technology that will develop regardless of what we think about it. And it can bring huge benefits to people. In the short and medium term, the fears you mentioned have no place.

But humanity is approaching the next stage in the development of artificial intelligence — the so — called general intelligence, or AGI-general intelligence, which does not solve any specific tasks, but can already solve general tasks. And then, when we come to the creation of a general intelligence, a universal intelligence, all the concerns expressed by both scientists and practitioners can be realized."

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"Lawyers who do not own artificial intelligence technology will be much lower in price than those who can communicate on the" you " with artificial intelligence. I never said that lawyers would not be needed. I said that today simple functions, including the functions of a lawyer who draws up papers and is not able to provide qualified assistance — will not be needed. You won't need so many of them. But we will need deep specialists, including specialists in working with data, because completely new opportunities will open up."

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"It is critically important to be ready for the changes that are happening to us.And these changes will not be related to the fact that we suddenly started working from home online."

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"A huge saving of time, saving money, freeing up a vital resource to achieve some other life goals. These are probably the consequences for a normal person.

For a businessman, this means that now he must learn to live under water in new conditions."

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"The main thing is that we need to stop regretting what is already a fact. This fact cannot be changed. We need to remove the fear."

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"From this situation, we will all come out together as others in a better world."

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"The confidence that we will overcome this situation is much more important than any solutions."

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Andrey Makarov: "Can I still do it again? Is the Sberbank ecosystem a system for Sberbank or for Sberbank's customers?»

Herman Gref: "This is a system where the client is the main person and the main conductor of this ecosystem. We are secondary to the customer. Know that your problem is our opportunity. If we see that you have a problem, we are already working out how to solve it."

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"We began to come up with a chess mode, shift the bank's operating mode in order to countercyclically fall into the operating mode of our client. This, of course, caused a very great satisfaction among our customers. And most importantly, perhaps, what started the construction of the ecosystem — we changed the culture in the bank: who for whom? We put the client at the head of all our activities, at the center of all our movement.

I want to wish all of us that we never lose heart

I'm not a big fan of taxes at all. I don't think taxes should go up»

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"We had to learn to speak the same language to each other. And one of the first books we published was "Complaint as a Gift." Because we used to take the complaint on the principle of "the fool himself"."

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"Investing in people and understanding that every customer complaint is a gift to improve. You know, they say a camel can't see its hump. In order to get fair feedback, you need to ask another person. And if the client gives you feedback that you are doing something wrong — it is a great happiness. I need to thank him and deal with it. It's a different level of culture. It's a tolerance that allows you not to be afraid of this feedback. Don't make excuses. Do not immediately go into a blind defense: "No, it's not like that, I'm actually better. And I don't really have a hump, because I can't see it." But your hump is visible to your customers very well — better than anyone else."

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"In any situation, the winners are those who, even in the most difficult situation, even having lost hope, stand up and move forward."

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"The Japanese say such a correct phrase, which I really like:" If you really want to climb into the sky, you will invent a ladder."

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"We put the customer at the head of all our activities, at the center of all our movement."

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"When a familiar door closes in front of us, we look with regret at the closed door for so long that we do not see that two others have opened next to it. And this is the main thing — we need to stop regretting what is already a fact. This fact cannot be changed. You need to remove the fear. And the second is the action. Self-belief and action. And the understanding that only you can bring yourself out of any difficult situation. Everything else is in the hands of the entrepreneurs themselves, in the hands of our clients. If two conditions are met, the first-the absence of fear and the second-responsibility for your business, for yourself, decision-making and actions, the most important thing, then I am sure that we will all come out of this situation together as others in a better world."

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"You know, in any situation, the winners are not those people who do not stumble and do not lose hope, but those people who, even in the most difficult situation, even sometimes losing hope, stand up and move forward."

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"I want to say that today's situation is a good reason to stand up, to rise up, to feel the support of your family, the support of our entire society — and we see how society is united today. We see this in the form of joint creativity, completely unpredictable, when people start performing songs together, exchanging absolutely amazing products and giving each other gifts in the form of photos and so on.

And this state of psychological recovery, confidence that we will overcome this situation — it is much more important than any decisions related to the reduction, with the restructuring. I want to wish all of us that we never lose heart."

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