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CIONET - What's next

Connecting ambitious digital leaders and businesses around the globe.

Catch up on the upcoming CIONET Events

             
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Germany Sep 25, 2025 Country Members Physical english

Munich: The Human Edge

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

Business Continuity & IT Resilience in 2025: Safeguarding Against Downtime and Disruptions

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

Online: AI & DATA Knowledge Transfer - Briefing 19

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

München: Unstrukturierte Daten – Das verborgene Kapital in deinem Unternehmen

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

How CIOs drive game-changing results at scale?

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

Vision Dinner From the Network to the Data

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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Recent Cases

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How Stitch Fix provides tailored CX and 29% faster responses with AI

Online personal styling service, Stitch Fix, provides CX that’s as tailored to their customers as their clothing recommendations. Learn how Stitch Fix provides personalized, 24/7 support that consistently delights its clients with the help of our no-code, customizable automation solution.

 

Stitch Fix at a glance

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The customer

Stitch Fix is an online personal styling service offering today’s most convenient way to find clothes you love.

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The market

They serve more than three million women, men, and kids across the US.

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The support team

Their support team consists of 150 agents who provide customer service in English.

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The channels

Customers can access Stitch Fix support via chat and email, which all filter into their CRM Zendesk.

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The situation

Stitch Fix wanted to free up agents from repetitive tasks so they can focus on providing the highest quality CX at scale.

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The solution

Stitch Fix uses Ultimate’s intuitive dialogue builder to tailor automated conversations. They’ve also successfully automated FAQs like creating return labels and checking order status so customers can manage their orders more quickly and easily.

 

Getting started with Ultimate

Stitch Fix is an online styling service committed to innovation and the pursuit of personalization — both in the clothing recommendations they provide and in their CX. That’s why they harness the power of cutting-edge automation technology to offer their customers consistently high-quality support with a personal touch. Ultimate’s automation solution stood out from the crowd on both counts. It enables their support team to develop and personalize a chatbot that met their high customer service standards.

With the help of features like our easy-to-use, customizable dialogue builder and API integrations they can continually improve and personalize the customer experience. The fact that Ultimate has a native integration with Zendesk — that's even used by the support team at Zendesk themself — made linking the two systems easy. And thanks to the hands-on training they received from Maeve, their Customer Support Manager, they began to see results from the first day that they launched.

In email and chat, their chatbot automatically categorizes their tickets and completes discovery work for their agents. It also provides immediate solutions for their most common FAQs. As Michael Peters, Business Systems Lead at Stitch Fix, explains it, “Our virtual agents help our clients receive a consistent experience with immediate resolutions for FAQs, while empowering our agents to focus on delivering personalized experiences for everything else.” Now celebrating their one-year anniversary with Ultimate, their chatbot fully handles ~15% of client tickets, across all channels — providing resolutions to client FAQs quicker than ever before. All of this culminates in higher-quality customer support, which customers can access around the clock.

 
 
 
"We wanted our CX team to directly craft the experience that our virtual agent would deliver. The bot-building UI was easy for our CX agents to pick up, and they have successfully been able to improve workflow efficiencies."

Michael Peters
Business Systems Lead, Stitch Fix

 

 

Quicker email resolutions: 22%
Reduction in chat AHT: 29%
Automation rate: 15%
 
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AI use case spotlight #1: Easily customizable dialogue builder for more personalized support

  • The support team at Stitch Fix has found our no-code dialogue builder to be very easy to use, allowing agents to monitor and update the bot on the fly.
  • For example, if customers are experiencing carrier delays, agents can add new dialogue flows within minutes to address the reasons for the delay — no prior technical know-how required.
  • Agents can continuously improve the bot based on built-in analytics to provide the best possible CX based on the feedback they receive from customers – who are consistently impressed by their bot.

 

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AI use case spotlight #2: A chatbot designed with the ecommerce industry in mind

  • Ultimate has experience building ecommerce bots for a roster of retail companies including Lush and Zalando — so Stitch Fix had access to an industry-tailored solution from the start.
  • Via our API integrations, for example, their bot validates customers’ data mid-flow. Once validated, the bot fetches customer details in order to auto-generate return labels, extend the checkout window, and provide real-time tracking updates on orders.
  • Their bot allows agents to spend more time providing personalized CX because automation takes care of their most repetitive FAQs.

 

 

The success story

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Zendesk integration

The fact that Ultimate integrates with their CRM really sealed the deal for Stitch Fix. Our seamless integration offers an excellent complement to the Zendesk product by adding extra capabilities like categorization and wait time estimates.

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Intuitive, no-code solution

Our easy-to-use automation tools made it possible for Stitch Fix to see results they wanted right from day one. They are also able to monitor and update their dialogues so that they can continuously improve their CX based on customer feedback.

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Customized ecommerce flows

Automation was all the more effective for Stitch Fix because our API integrations made it possible to meet their industry specific use cases — from generating return labels to tracking orders.

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Scalable support

With automation Stitch Fix achieved their goal of offering consistent, high quality support across all conversations and channels. They were able to achieve a 29% reduction in agent chat AHT and fully resolve client email tickets 22% quicker.

 

 

Next on their automation journey

Having had a successful year with their bot — and recently integrating ticket automation into their support stack — Stitch Fix has been inspired to deepen their partnership with Ultimate. In particular, they are excited to continue exploring ways to improve our clients' experience in finding help.

Currently, this means expanding support to new channels and exploring how automation can help facilitate support. They are working on launching Apple Messaging for Business as a new channel, something that will surely be a game changer in the ecommerce ecosystem. This enables them to expand their repertoire of omnichannel support so they can meet customers wherever and whenever it suits them most.

Partners

Checkout our CIONET COOKBOOK

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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.

CIONET TV

 
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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

CIONET Reports

 
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Get your copy

A research proposal_AI and the Human Experience

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.

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Cybersecurity in critical infrastructure

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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Get your copy

HDS - From Hype to Reality Navigating the Challenges of GenAI

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Discover the CIONET app

Staying ahead of trends and connecting with other CIOs was never easier.

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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Share ideas, best practices, and new resources

Experience inspiring and thought-provoking content and conversations you can’t find anywhere else

Make better, more well-informed decisions about the topics that are most important to you

Anna Kopp (1)

Anna Kopp

Head of IT Germany and Regional Office Lead Munich, Microsoft

“The CIONET App allows us to learn from eachother and and find the courage to be authentic by hearing stories from others! Thanks to Tobias and the whole team for bringing us together:-) ”
Mauricio Amaro

Mauricio Amaro

IT Director, IT Thinker

“The main things that I would like to get from our community of Digital Leaders are: networking, share experiences, share best practices and successful cases, and comments and recommendations about providers.”
Vijay Anand

Vijay Anand

Vice president IT & Compliance, VisionaryRCM (A Carlyle Grp Company)

“The CIONET app provides a really cool platform to network and share insights.”

About CIONET

CIONET’s mission is to help IT executives become more at ease and above all more successful in their jobs. So they can do more than just keep up with change but ultimately define it. CIONET opens up a whole new universe of opportunities in IT management.

With the largest membership of corporate digital leaders across Europe, Latin America, US and Australia, CIONET has the expertise and pioneering vision to solve or address any IT management challenge.

Why join CIONET?

From our local and global events, from our publications and research to our executive education programmes, everything we do is aimed at making sure digital leaders maximise their potential.

Connect

with digital leaders who share your interests, who face the same challenges, who care about the same topics.

Share

stories, experiences, and ideas around our shared mission.

Learn

from our exclusive events, publications and research.

Find

inspiration, thought-provoking conversations, expert perspectives and exclusive first-hand content each and every day

Grow

and make better, more well-informed decisions on how to lead your digital business.

Maximise

your potential. Realise your ambitions.

About CIONET

Join CIONET

We'd love to welcome you as the newest member of our CIONET community where Digital Leaders unite. 

You can either send us a registered handwritten letter explaining why you'd like to become a member or you can simply talk to us right here!

Contact us

Would you like to know more about CIONET, membership or partnership opportunities? Do you have feedback or any other question? Send us a message!