Kalman Tiboldi - CTO & Founder at GemOne-TVH - Simplify or Die: Why Complexity Is the Real IT Challenge
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Belgium 30-9-25 Squad Only Virtual english
Everyone has technical debt. The question is what to do with it. Refactor now? Wait for the next feature? Build on it and hope it holds? If you’re tired of debating whether to clean up or move on, this session helps you frame the debt conversation in a way that supports both speed and stability.
Read MorePoland 30-9-25 Physical
Zespoły i ludzie w dobie zmiany w sposobie dostarczania usług. Jak przechodzimy przez złożone zmiany technologiczne i organizacyjne? Czy transformacje w obszarach infrastruktury zmieniają wymagania na przywództwo i kompetencje zespołów.
Read MoreUK 30-9-25 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.
Read MoreBelgium 1-10-25 Invitation Only Physical english
In today’s rapidly evolving technological landscape, organisations face a critical challenge: how to modernise their legacy systems while managing costs, maintaining security, and ensuring operational continuity. This exclusive round table discussion brings together CIOs, CTOs, and Digital Leaders to explore best practices for legacy and lifecycle management. Key topics include extending the lifespan of existing systems, mitigating cyber security risks, optimising costs, and integrating legacy platforms with modern technologies. We’ll also delve into sustainability, workforce challenges, and future-proofing IT infrastructures to navigate technological obsolescence.
Read MoreBelgium 2-10-25 Squad Only Virtual english
Architecture doesn’t happen in diagrams. It happens in minds, seasoned, curious, sharp minds that understand how the pieces fit. But who’s shaping these minds? Who’s growing the next generation of digital architects? If you’re responsible for complex systems, and for the people designing them, this session is for you.
Read MoreGermany 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.
Read MoreNetherlands 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?
Read MoreGermany 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.
Read MoreGermany 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.
Read MoreUK 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.
Read MoreNetherlands 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.
Read MoreGermany 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.
Read MoreNetherlands 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?
Read MoreGermany 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.
Read MoreGermany 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.
Read MoreUK 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.
Read MoreNetherlands 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.
Read MoreHow 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.
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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.
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.
In our new app, our members connect with other digital leaders from around the world to find better solutions to their challenges.
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Head of IT Germany and Regional Office Lead Munich, Microsoft
IT Director, IT Thinker
Vice president IT & Compliance, VisionaryRCM (A Carlyle Grp Company)
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