Kalman Tiboldi - CTO & Founder at GemOne-TVH - Simplify or Die: Why Complexity Is the Real IT Challenge
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Germany 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
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Belgium 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!
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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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How ticket automation helped Lush reach a 60% first contact resolution rate
Global handmade cosmetics brand Lush was hesitant about automating their support — but needed to clear their inbox of FAQs and give agents more time to connect with customers. Here’s how they went from support automation skeptics to AI enthusiasts.
Lush is a global cosmetics brand offering fresh, handmade beauty products.
HQ’ed in the UK, they have branches in 21 countries — and stores operate in additional regions under franchise.
170 agents provide support in 15 languages to Lush customers around the world.
Customer care is available 7 days a week via phone, SMS, and email.
Lush needed to scale their support to meet growing demand — without growing their customer service team.
Ultimate’s ticket automation solution and a seamless integration with their existing CRM: Zendesk.
Customer-centricity is at the heart of how Lush operates. That’s why they started out as support automation skeptics. “We’ve always resisted too much automation because we never wanted to replace personal interactions,” says Naomi. But once they saw the substantial effort ticket automation would save them — giving agents more time to engage in meaningful conversations with customers — the support team soon became AI enthusiasts.
It took just 16 days for Lush to go live with ticket automation, and on his first day Marvin (as the team named their bot) answered 37% of tickets. But Lush’s support department doesn’t measure success by traditional efficiency measures. Instead, they focus on what customers are saying. In the week after launching, despite higher numbers of complaints over Black Friday and delivery disruption due to UK Royal Mail strikes, CSAT was at 93%.
Naomi Rankin
Global Customer Care Manager, Lush
Our ticket solution fits right inside Lush’s existing tech stack, so personalization isn’t lost with automation and there’s no risk of data silos.
For a global business like Lush, multilingual support is a must — luckily, our industry-leading conversational AI can speak 109 languages.
Automatic ticket tagging and pre-filling makes agents’ jobs easier and removes the possibility of human error: meaning accurate data and reporting.
It took just 16 days for Lush to go live with ticket automation and the team can continually iterate to improve the bot’s performance.
Building on the success of their English-language bot, the team is aiming to launch ticket automation in German next. After that, Lush plans to localize their automated ticket support in other English-speaking regions such as Australia. Eventually, Naomi wants to have bot managers taking care of ticket automation in every region Lush operates in.
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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