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Giuseppe Ficara - The Untold Story of Amplifon's Data & AI Transformation
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France Nov 4, 2025 Country Members Physical french
Join us on the evening of 4th November for dinner and discussion in the company of experts from BT and Cisco. Hosted at an exclusive venue, this is the perfect opportunity to network, exchange ideas with your peers and leave with actionable insights.
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Spain Nov 5, 2025 Country Members Physical spanish
Este año, además de analizar las dinámicas habituales de la colaboración entre tecnología y negocio para trascender los desafíos tradicionales de comunicación y alineación, damos un paso más allá para abordar otros temas de interés: cómo evolucionar de cultura de proyectos a producto digital, mejores prácticas en Gobernanza IT eficaz., gestión estratégica del cambio o modelos de innovación en el negocio.
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Italy Nov 6, 2025 Country Members Physical italian
Nel mondo digitale odierno, l'IA e le tecnologie dei dati sono forze trainanti che stanno rimodellando i settori e favorendo livelli senza precedenti di agilità e innovazione. Questo evento presenta avanzamenti all'avanguardia come l'IA generativa e i modelli di base, consentendo alle organizzazioni di offrire esperienze personalizzate e soluzioni trasformative su larga scala. Scopri come l'adozione di strategie agili, potenziate dall'IA, stia supportando i leader aziendali nell'adattarsi ai continui cambiamenti del mercato.
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Belgium Nov 6, 2025 Invitation Only Physical english
The modern cyber threat landscape has evolved from simple data breaches to sophisticated, systemic attacks designed to cripple an entire organisation. Ransomware, in particular, has made traditional backup and recovery strategies insufficient, as attackers often compromise backups before launching their main assault. In this new reality, the question is no longer "if" an attack will happen, but "when” and how quickly you can recover. Furthermore, regulations like DORA and NIS2 are making robust recovery a legal imperative, compelling businesses to adopt solutions that can guarantee data integrity and business continuity even after a catastrophic cyber event, making a Cybervault a critical component of regulatory compliance.
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Netherlands Nov 10, 2025 Public Physical english
CIONET Nederland vertrekt met een groep Nederlandse CIO's en digital leaders 10 t/m 12 november 2025 voor de geheel verzorgde CIO Innovation Trip naar de Web Summit in Lissabon, Portugal. Reis jij mee of neem je collega(s) mee!
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Germany Nov 11, 2025 Country Members Physical english
On the eve of the ServiceNow World Forum, CIONET invites you to an exclusive dinner in the fabulous Restaurant Little London in the heart of Munich City. Join leading CIOs, CDOs, and ServiceNow product owners for a candid exchange on how to get the most from your ServiceNow investment.
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Zurich Builds Omnichannel Agent Experience and Increase Policy Sales
Using OutSystems, Zurich Insurance Group created a digital platform (online portal + iOS and Android app for tablets and smartphones) for agents, replacing a system that agents found difficult to use. Agents get more done, thanks to the portal’s streamlined functions, sharp new designs, the new app, and its mobile notifications.
"It’s not just about speed – it’s a matter of quality. We’ve had limited resources to do this, but it’s more important to have a quality product than to have a so-so product that the agents won’t use at all." Marco NavegaProgram Director at Zurich Insurance Group
Zurich Insurance Group is a leading multi-line insurer that serves its customers in global and local markets. With about 53,000 employees, it provides a wide range of property and casualty and life insurance products and services in more than 210 countries and territories. Zurich’s customers include individuals, small businesses, and mid-sized and large companies, as well as multinational corporations.
"Zurich’s senior management wanted a digital platform because the reconfigured quoting tool’s website along with the screen scraping solution for policy administration, claims handling, and receipt collection was difficult to use. The initial plan was to buy a software product, but the team opted to try OutSystems instead. When the first releases went live, the trust for OutSystems quickly followed." - Marco NavegaProgram Director at Zurich Insurance Group
In Portugal, the company partners with more than 1,000 agents to offer policies to individuals and small-to-medium enterprise customers. For years, agents had online access to Zurich’s business information and processes. The goal was to eliminate paperwork so they could get more done. But the system, which was a screen scraping solution for the back-end AS/400 system, had had its time.
Because the system was initially built for internal use only, it did not provide the best user experience for agents and had a difficult learning curve, especially for a web-based population. Also, information was scattered throughout the solution and the user interface was outdated, given today’s design user expectations. As a result of all these factors, recruiting new agents was an uphill battle.
“We thought it was important to have a user-friendly solution, and the current solution at the time wasn’t doing the job,” said Marco Navega, Program Director at Zurich. “We were using old technology to convert black and green screens to create a web-like feeling. It was easy and fast to do so, but it was tough to bring new agents in to use the platform. We needed something new.”
Increase professional developer productivity
Speed-up development and improve agility
Deliver omnichannel CX solutionsZurich decided to create a comprehensive omnichannel agent experience, starting with a dedicated online portal, an app for tablets, and an app for smartphones, that would be easier and more fun for agents to use while handling all their business. One of the objectives was to have it up and running quickly. Using conventional development methods would have taken well over a year.
So, Zurich opted for something different. The IT team had used OutSystems before, so they knew it would save development time and deliver a modern user experience. Buy-in on the platform from the business side took more time since they had different plans.
“The business was open to change. They felt it was needed, but in the beginning, there was hesitation, as they were planning to buy a software product instead,” Navega said. “But, when the first releases went live, the trust quickly followed.”
"If you don’t have buy-in from the top, you won’t have the business resources available to do these kinds of projects. Because they’re not just IT projects, they’re business projects." Marco NavegaProgram Director at Zurich Insurance Group
In just 4 months, the new portal made its debut. After that, the team rolled out a new release each month.
Agents immediately took to the new platform and reacted positively to a long list of new features. For example, a quick search gets them a 360-degree view of customer activity. They can log in to the app using a fingerprint reader. And, they get mobile notifications on the fly.
“The feedback has been great, and we’re seeing a real increase in users. More agents work directly with us because of the new platform. The old platform was very difficult to use, and it was difficult to bring new agents in. Now, they’re excited to use our application.” - Marco NavegaProgram Director at Zurich Insurance Group
Senior management is also pleased with the speed of the rollout and the quality of the releases. “Overall, the business side is very happy with the results,” Navega said. “It’s not just about speed – it’s a matter of quality. We’ve had limited resources to do this, but it’s more important to have a quality product than to have a so-so product that the agents won’t use at all.”
The platform includes:
Navega said the most important lesson he learned about following an agile methodology in a traditional environment is to get support from the top.
“You need to have buy-in from senior managers. Only then can you negotiate with the line managers about the availability and commitment of their resources to the project. If you don’t have buy-in from the top, you won’t have the business resources available to do these kinds of projects,” he said. “Because they’re not just IT projects, they’re business projects.”
Results:
Giuseppe Ficara - The Untold Story of Amplifon's Data & AI Transformation
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Jesús Oliva, Head of Data & AI at Moeve - From Data Challenges to AI Leadership
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Radosław Maćkiewicz - CEO at COI - Empowering Citizens Through Digital Innovation
Kalman Tiboldi - CTO & Founder at GemOne-TVH - Simplify or Die: Why Complexity Is the Real IT Challenge
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Isabelle Droll - CIO for Airline, Corporate, Hotels & Resorts and Sustainability at TUI - Data, Diversity, and Destinations
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Sharon Prior - CIO in transition - How Great Tech Leadership Begins with Business Thinking
The role of the CIO has evolved from managing systems to shaping outcomes: growth, resilience, and competitive edge are now won or lost in the technology arena. Today ’ s CIOs must balance stability with innovation, control costs while attracting scarce talent, and modernise legacy infrastructure while adopting emerging technologies.
As AI transitions from a specialised tool to an all-pervasive force, understanding its profound implications for our human lives is no longer merely academic but an urgent imperative for social well-being and strategic preparedness.
Geopolitical tensions have dominated the headlines for over two years now. In this context, the cyber threat landscape is also evolving rapidly. The protection and security of critical infrastructure – both physical and digital – is becoming increasingly important.
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