Kalman Tiboldi - CTO & Founder at GemOne-TVH - Simplify or Die: Why Complexity Is the Real IT Challenge
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Belgium 9-9-25 Squad Only Physical english
As Belgium navigates the complexities of GDPR and various data sovereignty regulations, organizations across multiple industries face both challenges and opportunities in managing their data across borders. The quest for compliance often intersects with the need for business growth, raising questions about the balance between protection and progress. How can companies effectively own and safeguard their data while ensuring compliance without stifling innovation and expansion in a multi-industry landscape?
Read MorePoland 9-9-25 Invitation Only Virtual Polish
Utrzymanie talentów w organizacji IT ulokowanej na konkurencyjnym rynku pracy to nie lada zadanie. A jeśli do tego mówimy o organizacji z sektora publicznego? O swoich i swojej organizacji doświadczeniach, metodach i programach opowie Anna Wituła z CIRF. Będzie to jak zawsze okazja do dyskusji na temat różnych sposobów na utrzymanie talentów w firmie.
Read MoreBelgium 11-9-25 Squad Only Virtual english
You’ve built the portal. Added the chatbot. Rolled out self-service. But your support lines are still ringing. And your frontline teams are still improvising. If you want digital services to feel seamless, not just look polished, this session brings you back to where value is felt: at the frontline.
Read MorePoland 11-9-25 Invitation Only Virtual Polish
W fabrykach cyberbezpieczeństwo często zależy od podwykonawców – integratorów, dostawców systemów automatyki i firm serwisowych, które mają zaskakująco szeroki dostęp do infrastruktury OT. W tej prezentacji Igor Zbyryt z BZK pokaże, jak z perspektywy końcowego użytkownika i integratora wygląda współpraca z tymi firmami oraz jakie realne ryzyka to niesie – również w kontekście NIS2. Zamiast wyliczać różnice między IT a OT, skupi się na wspólnym mianowniku i tym, co trzeba zmienić w podejściu organizacji, żeby cyber w produkcji zaczęło działać.
Read MoreBelgium 13-9-25 All Members Physical english
Join us for a scenic ride along the route of the Brabantse Pijl!This ride is suitable for all levels of cyclists and doesn’t require advanced technical skills. We’ll start at de Zoete Waters, where parking is available, and head into the charming Brabant region. Along the way, we’ll tackle some of the area’s iconic climbs — including the legendary Moskesstraat, known for its cobbled character and history in pro cycling. Expect a relaxed, friendly atmosphere and beautiful views throughout. Whether you're training, exploring, or just riding for fun, you’re more than welcome to join!
Read MoreBelgium 16-9-25 Squad Only Physical english
The system works. That’s the problem. It’s old, complex, deeply integrated, and still running your most critical operations. Everyone agrees change is needed. But no one wants to be the one who breaks it. The stakes are too high.
Read MoreGermany Sep 9, 2025 Country Members Physical german
Vom ersten Use Case zur strategischen Neuausrichtung CIONET lädt bereits zum vierten Mal zu einem exklusiven Roundtable für CIOs und Digitalverantwortliche aus Logistik und Handel ein. Im Mittelpunkt des Abends steht die Frage, wie Unternehmen ihre KI-Initiativen erfolgreich skalieren und aus ersten Use Cases echten strategischen Mehrwert schaffen. Microsoft 365 für Frontline Worker: Moderne Tools, die Mitarbeitende im Tagesgeschäft entlasten ServiceNow für Prozessintegration: Automatisierte End-to-End-Workflows – vom Schadensfall bis zur Retourenabwicklung KI-gestützte Disposition und Planung: Mit smarten Algorithmen zur optimierten Supply Chain Digitale Lieferketten und letzte Meile: Transparenz, Effizienz und Kundenzentrierung durchgängig gedacht
Read MoreBelgium Sep 13, 2025 All Members Physical english
Join us for a wonderful ride. The ride is accessible to all levels of riders and doesn't require extensive technical skills. More information will follow soon. Looking forward to ride together!
Read MoreGermany 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.
Read MoreGermany 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.
Read MoreGermany 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.
Read MoreBelgium 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.
Read MoreGermany Sep 9, 2025 Country Members Physical german
Vom ersten Use Case zur strategischen Neuausrichtung CIONET lädt bereits zum vierten Mal zu einem exklusiven Roundtable für CIOs und Digitalverantwortliche aus Logistik und Handel ein. Im Mittelpunkt des Abends steht die Frage, wie Unternehmen ihre KI-Initiativen erfolgreich skalieren und aus ersten Use Cases echten strategischen Mehrwert schaffen. Microsoft 365 für Frontline Worker: Moderne Tools, die Mitarbeitende im Tagesgeschäft entlasten ServiceNow für Prozessintegration: Automatisierte End-to-End-Workflows – vom Schadensfall bis zur Retourenabwicklung KI-gestützte Disposition und Planung: Mit smarten Algorithmen zur optimierten Supply Chain Digitale Lieferketten und letzte Meile: Transparenz, Effizienz und Kundenzentrierung durchgängig gedacht
Read MoreBelgium Sep 13, 2025 All Members Physical english
Join us for a wonderful ride. The ride is accessible to all levels of riders and doesn't require extensive technical skills. More information will follow soon. Looking forward to ride together!
Read MoreGermany 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.
Read MoreGermany 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.
Read MoreGermany 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.
Read MoreBelgium 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.
Read MoreMercedes-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.
Over 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.”
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Embark on a culinary journey through the ever-evolving world of digital leadership with our third edition of the CIONET Cookbook: Recipes for Digital Success. Unveiling the intricate trilemma faced by today’s Master Chefs, our trailblazing European CIOs address a challenge at the nexus of customer interests, digital transformation strategies, and IT modernisation. Their secret? Synchronising the gearing between customer, business, and technology to create a frictionless movement through the digital landscape.
The CIONET Cookbook uses the analogy of a five-star restaurant to explain the importance of optimally integrated technology, with the CIO as Master Chef. In order to provide the best service to its customers, a top restaurant must have the right atmosphere, an inviting menu, a well-equipped kitchen, talented and committed front-of-house and kitchen staff and smooth-running processes that ensure an enjoyable experience for diners.
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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