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Kalman Tiboldi - CTO & Founder at GemOne-TVH - Simplify or Die: Why Complexity Is the Real IT Challenge
Germany Sep 25, 2025 Country Members Physical english
Join us for an evening of thought-provoking discussions, real-world use cases, and insights from digital leaders, tech-pioneers and academics as we explore the dynamics of the human-machine relationship.
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Netherlands Sep 25, 2025 Invitation Only Physical dutch
Alleen op uitnodiging. How can organizations proactively ensure business continuity and IT resilience in 2025 amidst increasing disruptions?
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Germany Sep 29, 2025 Country Members Virtual german
Unsere Wissensaustausch-Briefings "AI & Data Knowledge Transfer" zielen darauf ab, CIDOs und Senior Digital Leaders mit praktischen Anwendungen und umsetzbaren Erkenntnissen von Fachexperten zu vermitteln, die den Weg für transformative digitale Reisen ebnen.
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Germany Sep 30, 2025 Country Members Physical german
Von der Theorie in die Praxis: Erst Business, dann Bier.Unstrukturierte Daten sind das verborgene Kapital vieler Unternehmen – und zugleich eine der größten Herausforderungen moderner IT. Gemeinsam mit CIOs, CDOs und CTOs der CIONET-Community sprechen wir zuerst bei WeWork München über Strategien, Technologien und echte Use Cases, um dieses Potenzial zu heben. Danach geht's weiter auf die Wiesn – für den offenen Austausch in bayerischer Atmosphäre.
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UK Sep 30, 2025 Invitation Only Physical english
This exclusive Jefferson dinner, hosted by Mendix and CIONET, brings together a hand-picked group of senior executives and digital leaders from across the UK financial sector.
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Netherlands Sep 30, 2025 Invitation Only Physical dutch
Alleen op uitnodiging. Mastering Digital Sovereignty Control, trust and resilience in an era of geopolitical and regulatory shifts. From the Network to the Data.
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How HyperJar slashed first response times by 94% with AI
As a mobile banking app, HyperJar's customers expect a UX that's quick and convenient. They turned to Ultimate's automation platform to deliver on this promise — and it's paying dividends.
HyperJar is a free, prepaid debit card and money app designed for everyone.
They serve customers in English, across the UK.
HyperJar has a support team of 33 agents.
HyperJar offers support via chat in the mobile app and on desktop. They manage queries through their CRM, Zendesk.
They were looking to automate industry-specific use cases so agents could focus on providing the best possible support, based on a balanced approach between AI and humans.
With Ultimate, they found an automation platform tailored to the finserv industry. They use API integrations to automate common queries so agents are free to focus on the more complex ones.
As an innovative finserv company, HyperJar was looking to cash in on their automation potential in order to stay ahead of the competition in their industry. Jake Samson, Systems Manager at HyperJar, said it best, “There’s no running from it, AI is here. You have to embrace it or you’ll fall behind.” After seeing some demos and comparing our competitors on G2, we shined as the best option for them.
With our extensive experience working in the finserv industry, we aligned with their commitment to make life simple and convenient for their customers by using AI to provide faster and more accessible support. Together, with their Customer Success Manager at Ultimate, Kasia, they mapped the most impactful use cases for automation – such as replacing lost cards and checking card delivery status – while still making it easy for customers to escalate to an agent when needed. Of the onboarding journey, Jake recalls, “It was a really smooth process. It’s a very user-friendly platform. It was a very structured training program, and we went live within the first 4 weeks.”
And because they were committed to automating each use case in a gradual way, they weren’t banking on seeing such impressive results so quickly. They’ve already cut their first response times (FRT) by 94% – all while maintaining a 97% CSAT score. With CX automation, customers can have speedier support and their agents are freed up to provide a human touch where needed.
Jake Samson
Systems Manager, HyperJar
The fact that our automation solution fits seamlessly into their CRM was a deal maker for HyperJar. Our one-click integration with Zendesk enabled them to get started with automation quickly and easily.
Our comprehensive analytics help HyperJar to pinpoint their top use cases for automation. This data also enables them to better understand their customers by making it easier to monitor conversations more closely.
HyperJar knew that automation was key to getting a leg up on competitors by providing the best possible CX. They’ve managed to achieve better operational efficiency, boasting a 94% reduction in FRT since automating, and a 42% automation rate overall.
HyperJar has achieved a 90% FCR by automating repetitive intents, and agents now have more time to focus on providing faster support on their more complex queries. They have maintained a 97% CSAT since launching their bot.
After so much success with automating the lost card use case, HyperJar is now looking to automate six more of their most common customer intents such as checking card delivery status.
Ultimate is a platform that grows with them as their automation journey coincides with the evolution of their product. For example, they've recently begun issuing customer vouchers and rewards, and were able to automate this process right from the start.
They are also curious to try our generative AI-powered chatbot, UltimateGPT, as a way to capture the long tail of customer queries and enhance the conversational TOV of their bot as they continue to design new dialogue flows.
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
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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