Kalman Tiboldi - CTO & Founder at GemOne-TVH - Simplify or Die: Why Complexity Is the Real IT Challenge
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Germany Sep 17, 2025 Country Members Physical german
Cybersecurity ist längst kein reines IT-Thema mehr – sie betrifft das gesamte Unternehmen. Doch während die Bedrohungslage zunimmt, geraten viele Security-Verantwortliche an ihre Belastungsgrenzen: zwischen 24/7-Verantwortung, wachsenden Anforderungen und dem ständigen Innovationsdruck.
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Germany Sep 17, 2025 Country Members Physical german
IT-Betrieb und Cybersicherheit stehen heute unter extremem Druck: steigende Komplexität, wachsende regulatorische Anforderungen (NIS2, DORA, KRITIS), chronische Ressourcenknappheit – und gleichzeitig eine Bedrohungslage, die keine Verzögerungen duldet. Trotzdem agieren viele IT- und Security-Teams noch immer in Silos. Die Folge: ineffiziente Abläufe, Tool-Wildwuchs, langsame Reaktion auf Vorfälle und unklare Verantwortlichkeiten.
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Germany Sep 18, 2025 Country Members Virtual german
Nachhaltigkeit ist für CIOs nicht nur ein „Nice-to-have“, sondern eine strategische Priorität – sie beeinflusst direkt die finanzielle Performance, die operative Effizienz und die langfristige Wettbewerbsfähigkeit.
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Belgium Sep 18, 2025 Country Members Physical french
La dette technique est comparable à la négligence des réparations d'une maison. Ignorer un toit qui fuit peut faire gagner du temps aujourd'hui, mais cela pourrait conduire à l'effondrement du plafond plus tard. Pour remédier à la dette technique, il faut trouver et réparer ces fuites dès maintenant et mettre en place un plan d'entretien de la maison afin qu'elle soit prête pour les extensions futures. Pour résoudre ces problèmes, il faut définir des priorités stratégiques, communiquer clairement avec les parties prenantes et établir une feuille de route à long terme pour la modernisation. Cet événement se déroulera entièrement en français.
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UK Sep 22, 2025 Invitation Only Physical english
Join us on September 22nd for the first event from the next phase of our CIO series executive roundtables from CIONET, Cognizant and Google Cloud.
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Italy Sep 23, 2025 Invitation Only Physical italian
L’adozione sempre più diffusa del Public & Hybrid Cloud, unita all’evoluzione delle minacce informatiche e alla crescente importanza della protezione dei dati, della conformità normativa e della continuità operativa, rende la sicurezza del cloud una priorità strategica per le organizzazioni moderne. La protezione proattiva è diventata essenziale, poiché aspettare solo di reagire agli attacchi può portare a gravi conseguenze. L’approccio Prevention-First sposta il focus sulla prevenzione degli attacchi, piuttosto che sulla remediation: richiede una gestione integrata e predittiva delle vulnerabilità e il rafforzamento delle difese nel cloud, elementi chiave per garantire una sicurezza solida e resiliente e per evitare l'escalation degli attacchi. Durante questa roundtable organizzata da CIONET, concepita come un incontro peer-to-peer per i CIO, CISO e gli esperti di cyber security, esploreremo come integrare la prevenzione delle minacce nella strategia di sicurezza del cloud, proteggendo i sistemi prima che le minacce possano causare danni irreparabili.
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Mercedes-Benz Financial Services Portugal Digitally Transforms Complaints Management
Mercedes-Benz Financial Services Portugal, working with OutSystems partner ForTrevo, the company expanded its OutSystems-based customer portal with an integrated complaints management system, delivered within four weeks.
“Delivering a new complaints management system on OutSystems was a no-brainer given our situation. Delivery was much faster, especially as we could reuse the integration middleware from our OutSystems-powered customer portal.” - Renato SilvaCIO, Mercedes-Benz Financial Services Portugal
The operations department is the “engine room” of Mercedes-Benz Financial Services Portugal, as it’s the primary touchpoint throughout the customer lifecycle. Whether that’s onboarding customers, handling finance or insurance options, or resolving incidents or complaints, the 20 colleagues in operations are custodians of the customer experience.
In 2011, when Renato Silva joined Mercedes-Benz Financial Services Portugal as IT manager, he inherited a monolithic customer and contract management system (“CMS”), which was hard to change. Waterfall implementation methods added risk and delay to improvements.
To improve the customer experience, the company needed a customer self-service portal to unify communications and provide a 360-degree view of customer interactions. Based on his previous experience before joining Mercedes-Benz Financial Services, Renato knew that OutSystems would perfectly suit this portal project.
“I was confident that OutSystems would improve our agility by making development faster and easier. Moreover, there are ample OutSystems partners and consultants we can call on.” - Renato SilvaCIO, Mercedes-Benz Financial Services Portugal
Mercedes-Benz Financial Services Portugal became an OutSystems customer in 2012 and delivered the first version of its customer portal in three months.
“We were ahead of our time,” says Renato. “The capabilities we provided were superior to any other car manufacturer’s financial services operation, and thanks to regular enhancements, the portal is still going strong ten years later.”
However, with a limited budget to extend the portal, the related area of complaints management remained out of scope for several years. Teresa Santos, operations director, takes up the story.
“As a financial services and insurance provider, certain complaints can quickly escalate if not responded to within strict deadlines. If the Bank of Portugal or the Portuguese insurance regulator becomes involved, the administrative effort and cost to resolve complaints climb steeply. So our old process, which relied on manual emails, a shared inbox, and a fragile spreadsheet, was a significant risk." - Teresa SantosOperations Director, Mercedes-Benz Financial Services Portugal
The pandemic crisis added considerable workload to the operations team, with economic strain fueling more complaints and increasing the risk of process and compliance failure.
The complexity of Mercedes-Benz’s complaints handling process placed a considerable training burden on the operations team. That and slow processing meant three operations team members worked full-time just managing complaints.
In late 2020, the operations team decided to overhaul the complaints management process with a digital solution integrated into its customer portal.
Speed-up development and improve agility
Deliver public-facing web apps and portals
Modernize legacy systemsOver the previous three years, Mercedes-Benz Financial Services Portugal had used OutSystems Delivery Partner ForTrevo to enhance and extend the customer portal. “ForTrevo understands our business and is much easier to work with than other IT suppliers we’ve used before,” says Teresa. “Nowadays, they know us so well that they often anticipate things we need before we’ve thought of them.”
With such a successful working relationship, ForTrevo was the natural partner to deliver the complaints management solution.
“Building the complaints management solution on OutSystems was the obvious way forward. We needed to integrate customer and contract data into the new application. And as we’d used OutSystems to build the middleware that connected the portal with our CMS, we could reuse all that development when building the complaints management system." - Renato SilvaCIO, Mercedes-Benz Financial Services Portugal
Once the operations team and a solution architect from the IT team had scoped-out requirements, ForTrevo assigned one junior developer to build out the solution. A tech lead also assisted in the final stages of the project.
The complaints management solution was delivered in six weeks, including development, UAT, and deployment. “This was a big-bang deployment,” explains Joana Mourão, Tech Lead at ForTrevo. “The whole solution was released in the first deployment, with only minor enhancements needed since.”
ForTrevo's team designs and develops innovative web, reactive & mobile applications, using OutSystems platform. Our team of Certified OutSystems Developers is strongly skilled and committed to...
Learn more about ForTrevoThe complaints management solution went live in April 2021, with immediate benefits for customers, operations staff, and management.
Complaints are now fully managed in a built-for-purpose case management portal, which has replaced the shared inbox, tracker spreadsheet, and incident management system.
Now, the portal tracks all communication, and manually composed emails are a thing of the past. Case stages make the end-to-end process entirely measurable, with enforceable SLAs and alerts which cater for different complaint categories. This has eliminated the risk of regulatory concerns arising from human errors, missed emails, or spreadsheet glitches.
Managers benefit from detailed performance metrics presented in the portal’s dashboard. These include complaint cases at each process stage, SLA monitoring, average resolution time, and much more.
“Our new complaints portal drives like an AMG supercar. It’s fast and provides a brilliant user experience. It makes my job much easier, which leads to a better experience for our customers." - Susana SantosContract Management Specialist, Mercedes-Benz Financial Services Portugal
The improved ease of use has positively impacted operations, as Teresa explains. “Now everything is in one place, and the UI is consistent with the customer portal, it’s much easier to train staff to manage complaints. So staff rostering is much more flexible.”
Integration with the CMS and customer portal deliver numerous other benefits:
Measurable performance improvements include:
Moreover, the complaints management system supports Mercedes-Benz Financial Services Portugal’s continuous improvement program. Now that the operations team has complete visibility of each complaint’s lifecycle, they can see where delays have occurred and raise process improvement proposals whenever needed.
The complaints process closes with a customer survey, so customer feedback enriches Mercedes-Benz Financial Services Portugal’s continuous improvement program.
Describing the difference that OutSystems makes to his team, Renato says, “OutSystems helps us work in a more agile way. For example, the built-in feedback facility used in our development and UAT environments shortens the feedback loop, so we can quickly make last-minute adjustments.”
Teresa agrees, “UAT is much easier and faster on OutSystems. I used the feedback feature a great deal when refining the dashboard UI, and ForTrevo’s developers implemented changes on the fly.”
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
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José Antonio López, Group CIO at TOUS - Jewels, Data & AI: Inside the Digital Transformation of TOUS
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Tom Tanghe - General Manager ITC EMEA at Daikin Europe - Reinventing the CIO Role
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CIOFEST 2025 - From Order Taker to Proactive Disruptor
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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