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Welcome to CIONET Belgium

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Upcoming Events

 
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Belgium 23-9-25 Squad Only Virtual english

Cybersecurity Without the Burnout ; Refocusing effort when alerts, threats, and pressure won’t stop

Security teams are overwhelmed. Too many tools. Too many alerts. Too few people. And now, increasing pressure from the board to protect everything, everywhere, all the time. Expect honest reflection, shared strategies, and a conversation that cuts through compliance noise and focuses on what to do when your team is stretched and your risk is rising.

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Belgium 23-9-25 Invitation Only Physical english

Reclaim the cloud : Powering Belgian Finance with Sovereignty

In today's rapidly evolving digital landscape, the financial services industry in Belgium faces a critical juncture regarding its cloud adoption strategy. While the allure of cloud computing – with its promise of scalability, agility, and innovation – is undeniable, the unique regulatory demands and paramount need for data sovereignty present significant challenges. This CIONET roundtable, aims to bring together Digital Leaders from the Belgian financial sector to discuss how to navigate these complexities. We will explore how financial institutions can leverage cloud technologies while ensuring complete control over their data, maintaining compliance with stringent European regulations like GDPR and DORA, and mitigating geopolitical risks.

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Belgium 24-9-25 Invitation Only Physical english

Bridging the Unbridgeable: IT Meets M(i)OT ; Converged infrastructures demand converged security

As smart devices proliferate across operational environments — from sensors on factory lines and GPS trackers in logistics fleets to wearables in healthcare and connected systems in smart cities — the integration of Managed IoT (MiOT) is accelerating. But with it comes a surge in cybersecurity risks. No longer isolated or air-gapped, OT systems are becoming fully networked, remotely accessible, and deeply entwined with IT. This creates a vulnerable, highly complex digital mesh, one where a single compromised device can trigger physical, financial, and reputational consequences.

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Upcoming TRIBE Events

 
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September 23, 2025 Squad Session Squad Only Virtual english

Cybersecurity Without the Burnout ; Refocusing effort when alerts, threats, and pressure won’t stop

Security teams are overwhelmed. Too many tools. Too many alerts. Too few people. And now, increasing pressure from the board to protect everything, everywhere, all the time. Expect honest reflection, shared strategies, and a conversation that cuts through compliance noise and focuses on what to do when your team is stretched and your risk is rising.

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September 30, 2025 Squad Session Squad Only Virtual english

Technical Debt: When to Pay It and When to Walk Away ; Making smart trade-offs between progress, maintenance, and risk

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.

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October 2, 2025 Squad Session Squad Only Virtual english

The Career Path of the Architect ;Great architecture begins with great architects

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.

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CIONET Partner Updates

CIONET Partner Updates

Recent Cases

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Digitally transforming Coventry Building Society’s customer and employee experiences

Better service and improved experiences for employees and customers. Achieved with a new contact centre and integrated telephony solution.

Overview
A smooth move to cloud to enhance experiences 
Customer experience is a make-or-break issue for today’s consumers – 80% of consumers say they buy more from organisations that offer excellent customer service. As a business that prioritises delivering an outstanding experience and maintaining trust with its 2m members, Coventry Building Society knew its planned contact centre and telephony transformation needed to be seamless and effective. The only outward sign of change would be an even better experience for customers and employees. With our Genesys Cloud Contact Centre solution as well as integration of cloud-based enterprise voice into Microsoft Teams, together with our ongoing service wrap, we were able to support the building society’s ambitious goals for service and customer experience.

The challenge
Moving to a future-ready infrastructure
Following a strategic review, The Society decided to move away from their existing on-premises contact centre solution in an effort to reduce their data centre footprint. Their intent was to move beyond traditional fixed infrastructure and create a more flexible set-up that was fit for future growth.

They wanted to enhance how they delivered their services to provide more personalised experiences, with easy routing or escalation between channels, and greater employee collaboration. They realised this would require unprecedented integration and visibility between their corporate telephony and contact centre platforms.

With significant in-house expertise and clear objectives, The Society’s leadership team weren’t looking to simply buy in services and outsource all management control. Instead, they were seeking a partner who’d work collaboratively with The Society and market-leading vendors, bringing innovative solutions to the table that would give the business a competitive edge.

The migration required careful management due to its scale: approximately 1600 users across eight different business areas had to be migrated onto one single platform. Deadlines were tight, so the pressure was on to deliver a rapid migration that was smooth, painless, and efficient – all without disrupting any core operations or services. As well as keeping all their existing contact centre capabilities, The Society particularly wanted to improve their Interactive Voice Response (IVR), introducing facilities such as better, authenticated escalations to live agents. The Society wanted a platform and partner that could support future transformations involving artificial intelligence, improved resource management and enhanced reporting and analytics.

After evaluating The Society’s business needs and requirements, we recommended our Genesys Cloud Contact Centre solution, widely known for its market-leading reliability and scalability. Alongside this migration, The Society wanted to move their 3,000 strong workforce onto a telephony platform that incorporated voice into Microsoft Teams, giving them a single workforce management platform. The business was new to using Microsoft Teams, so the migration would involve introducing the collaboration tool from scratch. The priorities throughout were protecting the employee experience and enabling better service to the building society’s customers.

The solution
A seamless migration to a next-generation model
Our starting point was to draw on our long-standing partnerships with Genesys and Microsoft to create a tailored and detailed transformation roadmap that met every one of Coventry Building Society’s goals and had them fully migrated in less than five months. By bringing the Genesys Cloud Contact Centre and Teams migration plans together into one change programme, we’re able to provide native integration between the platforms while maximising the benefits of one supplier and a single service wrap. Plus, every aspect of the programme complies with financial services and The Society’s own cloud governance processes.

There was also a focus on making sure The Society could deliver a seamless experience for their customers. Genesys Cloud Contact Centre takes a digital-first approach, and it’s provided The Society with the access to capabilities such as authenticated webchat and the option to escalate interactions from chat to voice. The platform also allows for predictive engagement and proactive two-way messaging – so once The Society deploy these features, they’ll be able to share relevant information with customers at the right time, keeping them well informed and reducing the strain on agents.

Genesys Cloud Contact Centre provides rich features within a truly omnichannel environment. Its wide range of APIs and standard connectors will help The Society easily link its contact centre into other systems, including Microsoft Teams. These solutions support the latest developments in natural language technology, predictive engagement capabilities, biometrics, security, PCI compliance and analytics. This is ideal for customers who want to be ready to meet future market demands and consumer expectations.

Introducing enterprise-grade voice from our global network through Microsoft Teams combines the intuitive collaboration features of Microsoft Teams with crystal clear call quality. The Society will also benefit from end-to-end service management, which will continuously monitor and optimise experience, from the beginning of a voice call right the way through to their Teams tenant environment.

With BT, we migrated our contact centre and telephony systems to the cloud, creating a more flexible infrastructure that’s future-ready.

Dominic Woodall

Head of Portfolio, Coventry Building Society

The result 
All together, better for the future
Today, The Society’s new, evergreen contact centre environment delivers easy customer interactions. With newly automated IVR routing and cross-channel integration, customers are always securely escalated appropriately, and agents are free to focus on the most complex, sensitive enquiries. Through this transformation, the building society have boosted customer satisfaction, reduced call times and increased operational efficiencies.

Across The Society’s entire workforce, the new workforce management platform is improving cross-department collaboration, so employees can work together, better. The strong integration between the Genesys Cloud Contact Centre and Microsoft Teams makes internal collaboration easy, while shared contacts and directories lead to smooth workflows. Plus, our tailor-made service wrap manages all servicing requirements, proactively monitors and maintains the solutions and our reporting tools support smart decision-making.

CIONET Circles

CIONET Business Circles

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Healthcare Circle

Digital Transformation is redefining the future of health care and health delivery. All stakeholders are convinced that these innovations will create value for patients, healthcare practitioners, hospitals, and governments along the patient pathway. The benefits are starting from prevention and awareness to diagnosis, treatment, short- and long-term follow-up, and ultimately survival. But how do you make sure that your working towards an architecturally sound, secure and interoperable health IT ecosystem for your hospital and avoid implementing a hodgepodge of spot solutions? How does your IT department work together with the other stakeholders, such as the doctors and other healthcare practitioners, Life Sciences companies, Tech companies, regulators and your internal governance and administrative bodies?

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Telenet Business Leadership Circle

The Telenet Business Leadership Circle powered by CIONET, offers a platform where IT executives and thought leaders can meet to inspire each other and share best practices. We want to be a facilitator who helps you optimise the performance of your IT function and your business by embracing the endless opportunities that digital change brings.

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Les Rencontres

Découvrez la dynamique du leadership numérique aux Rencontres de CIONET, le programme francophone exclusif de CIONET pour les leaders numériques en Belgique, rendu possible grâce au soutien et à l'engagement de nos partenaires de programme : Deloitte, Denodo et Red Hat. Rejoignez trois événements inspirants par an à Liège, Namur et en Brabant Wallon, où des CIOs et des experts numériques francophones de premier plan partagent leurs perspectives et expériences sur des thèmes d'affaires et de IT actuels. Laissez-vous inspirer et apprenez des meilleurs du secteur lors de sessions captivantes conçues spécialement pour soutenir et enrichir votre rôle en tant que CIO pair. Ne manquez pas cette opportunité de faire partie d'un réseau exceptionnel d'innovateurs numériques !

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Female Leadership Circle

CIONET is committed to highlighting and celebrating female role models in IT, Tech & Digital, creating a leadership programme that empowers and elevates women within the tech industry. This initiative is dedicated to showcasing the achievements and successes of leading women, fostering an environment where female role models are recognised, and their contributions can ignite progress and inspire the next generation of women in IT. Our mission is to shine the spotlight a little brighter on female role models in IT, Tech & Digital, and to empower each other through this inner network community.

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Team

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