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Kalman Tiboldi - CTO & Founder at GemOne-TVH - Simplify or Die: Why Complexity Is the Real IT Challenge
Italy Sep 25, 2025 Invitation Only Physical italian
Nel percorso verso l’AI e la trasformazione digitale, dati e automazione sono gli elementi centrali di ogni strategia tecnologica. Ma senza una governance chiara, rischiano di diventare non solo fonte di inefficienza, ma anche di rischi e incoerenza. Come garantire che i dati siano completi, accessibili e affidabili? Come automatizzare le operation IT e i processi aziendali mantenendo controllo, compliance e sicurezza? Durante questa roundtable esclusiva, organizzata da CIONET Italia e IBM, affronteremo: La governance come abilitatore di dati affidabili e automazione sicura. Come prepararsi a un’adozione dell’AI realmente scalabile. Il ruolo di controllo, resilienza e gestione del rischio nell’innovazione.
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Belgium Oct 16, 2025 Invitation Only Physical english
AI isn’t just another tool. It changes how we work, how we think, how we organise ourselves.Yet most organisations still approach it like a digital upgrade, deploying assistants, automating workflows, testing use cases inisolation.The results are predictable. Short-term wins. Long-term confusion.Effort spent. Value unclear.Many companies can’t connect AI to their actual strategic goals,and the promised ROI never materialises.At the same time, something deeper is shifting.AI can now reason, decide, adapt. Not just mimic processes butcontribute to them.The technology is evolving, but the way we implement it hasn’tcaught up.If your AI still fits inside a single department, you’re likely solvingthe wrong problem.If it works only for individuals, you're missing how your teamsactually deliver value.If it replaces people instead of supporting them, you're buildingfor today, not tomorrow.The next step isn’t more AI. It’s the right AI.Built for your business, your teams, your way of working.Not a tool to add but a structure to build around.Are we ready to treat AI as a shared capability, not a scatteredexperiment?Can we move beyond individual efficiency and build systems thatcollaborate, learn and adapt with us?Those are the questions we’ll explore at the round table.
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Germany Oct 28, 2025 Country Members Physical german
Am 28. Oktober lädt CIONET CIOs und Digital Leaders nach Köln ein: hier stellen wir reale Anwendungsfälle vor, in denen KI-Agenten Aufgaben autonom übernehmen, Prozesse beschleunigen und Entscheidungen vorbereiten – mit messbarem Nutzen für das Business.
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France Nov 4, 2025 Country Members Physical french
À l’ère des mutations géopolitiques et réglementaires, l’établissement d’une souveraineté numérique est devenu un élément stratégique essentiel pour les entreprises. Ce dialogue stratégique mettra en lumière le rôle fondamental du réseau dans la mise en place du contrôle, de la confiance et de la résilience. Nous explorerons comment une infrastructure moderne et résiliente permet d’appliquer des politiques de gestion des données et d’assurer la continuité opérationnelle. Ce dialogue stratégique, réservé à un groupe restreint de pairs, est conçu pour permettre aux leaders du numérique d’échanger sur l’un des enjeux les plus urgents aujourd’hui. Nous discuterons des réseaux « sovereign-ready » et débattrons des préoccupations croissantes autour de la souveraineté des données, qui motivent l’adoption de politiques de confidentialité et de protection des données de plus en plus strictes à l’échelle mondiale.
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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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Helping a leading UK retail bank improve customer experience and fight fraud with Smartnumbers
Providing a safe and secure banking experience at every stage of the customer journey.
Overview
The bank was looking to improve their customer service journey and prevent potential fraud losses.
The customer had security concerns over fraudsters obtaining information through Interactive Voice Response (IVR), as it’s difficult to identify fraudsters through audio monitoring only.
As one of the UK’s leading banks, millions of customers trust them with their investments, savings and finances.
It’s their responsibility to ensure that customers have a safe and secure process at every stage of their banking journey.
The challenge
The retail bank offers self-service through IVR, helping customers send payments or check balances with ease. But even such a sophisticated IVR can pose fraud risks and vulnerabilities. The bank knew from downstream fraud systems that fraud typically starts in the IVR when calls are linked to customers’ compromised accounts. The opportunity to prevent potential debit card and online banking fraud meant that the bank would be able to further improve its relationship with customers.
To address this, the bank had already established a telephony token system to confirm the caller’s identity - typically a straightforward passcode or security question. However, customers who use other channels, such as online banking, may call infrequently and often struggle to recall answers to these questions. It can be challenging from a security perspective too as these answers can be gathered using computer malware or customers can be tricked into disclosing them. And while the bank had implemented audio monitoring to help detect bad actors, this wasn’t sufficient to identify fraudsters who use the IVR to validate compromised data.
That’s when the bank decided to opt for a Smartnumbers solution from us to address their customer authentication and fraud prevention needs. As the fraud and financial crime manager pointed out, “Fraud detection systems are generally resource heavy and the more friction you put into a journey to protect customers, the worse the customer experience is”. Which is where we came in with Smartnumbers, providing “a great improvement on customer experience on top of fraud benefits alongside it.”
On average, we expect to save between 20 to 30 seconds per call in the contact centre.”
Fraud and financial crime manager
The solution
Our trusted partnership with Smartnumbers helps banks improve their customer service delivery and mitigate fraud losses by establishing better customer relationships and safer fraud prevention processes. Our solution identifies fraudsters by determining a call’s risk before it even arrives in the IVR. It carefully analyses more than 200 features derived from carrier-level call signalling, assigning a risk score for each call.
Our customer can now quickly and accurately identify suspicious calls, even when callers try to hide their phone number. Smartnumbers operates in the background, providing a layer of invisible security to support fraud detection and authentication., The bank has now gained flexibility in how they apply the system and maintain a high-level of security. The implementation process was simple and straight forward. Onboarding a new system like this would typically take two years, but with our Smartnumbers solution, the implementation was six months requiring only internal process changes.
With real-time visibility of the call’s risk level, the bank now offers legitimate customers a broader range of transactions in the IVR, as well as a slicker authentication process if they need to speak with an agent.
Smartnumbers also cuts operational costs. The process of determining the specific reduction in average handling time (AHT) can vary, but the customer expects on average to save between 20 to 30 seconds per call in the contact centre, and for more complex areas, such as fraud and disputes, it can go up to a full minute.
With our Smartnumbers partnership, the bank has been able to benefit from greater improvement to their customer experience delivery alongside enhanced visibility in fraud detection across different channels.
The result
Our Smartnumbers solution has allowed the bank to reap many benefits, such as improving the caller experience, reducing average handling time, and preventing fraud with established fraud savings. The bank has improved the caller experience for 35 to 40% of available calls due to the increase in the IVR containment and shorter authentication time for agent answered calls. And reducing such friction for customers has proven to be only one of the numerous beneficial outcomes.
Since implementing Smartnumbers, the bank has a complete fraud picture across all channels, including the contact centre. The customer has delivered a fourfold improvement on ROI on fraud savings alone by preventing card, online, telephony and APP fraud.
As the bank continues its efforts in fighting fraud, it views our partnership with Smartnumbers as the solution for not only preventing fraud across the business but delivering exceptional customer service all while reducing operational costs. As an overall result, the bank is building better service delivery experiences and strengthening customer relationships along the way.
Smartnumbers is also helping us prioritise cases highlighted by other fraud systems - and also link together fraud cases those systems may have missed.”
Fraud and financial crime manager
Kalman Tiboldi - CTO & Founder at GemOne-TVH - Simplify or Die: Why Complexity Is the Real IT Challenge
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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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