In this episode of Cards Against Complexity, Jan speaks with Sascha, Head of Digitalization at dwpbank—one of Germany’s key financial infrastructure providers. Sascha leads strategic initiatives across AI, crypto, data, and innovation. He shares how dwpbank is modernizing its operations and enabling traditional financial institutions to access digital assets—while also preparing for the operational shift AI will bring to financial services.

Key Takeaways:

• AI Is a Strategic Skill, Not Just a Technology:
Sascha argues that AI is no longer just about smarter chatbots—it’s becoming an operational skillset that financial institutions must develop. He emphasizes the shift toward “agentic AI,” where bots don’t just suggest actions but begin executing them. This evolution demands both technical readiness and regulatory trust.

• Customer Service Roles Will Change, Not Disappear:
With shrinking labor pools and rising service demands, AI will fill gaps rather than replace entire teams. Sascha sees a future where the best customer service agents train AI systems, and those who understand how to apply and guide AI will be in highest demand. Education and cross-functional learning are key to managing this transition responsibly.

• Transforming Legacy Infrastructure with AI and Digital Assets:
dwpbank’s platform, wpNex, offers regulated access to digital assets like crypto and tokenized securities. Sascha discusses how they’re bridging traditional banking and decentralized finance—bringing banks into new markets while maintaining compliance and operational stability.

This episode is essential for financial services professionals navigating digital transformation—especially those rethinking how AI will reshape support, compliance, and client operations.