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Belgium 6-11-25 Invitation Only Physical english

CIONET Round Table: Securing Your Digital Crown Jewels

The modern cyber threat landscape has evolved from simple data breaches to sophisticated, systemic attacks designed to cripple an entire organisation. Ransomware, in particular, has made traditional backup and recovery strategies insufficient, as attackers often compromise backups before launching their main assault. In this new reality, the question is no longer "if" an attack will happen, but "when” and how quickly you can recover. Furthermore, regulations like DORA and NIS2 are making robust recovery a legal imperative, compelling businesses to adopt solutions that can guarantee data integrity and business continuity even after a catastrophic cyber event, making a Cybervault a critical component of regulatory compliance.

Belgium 13-11-25 Country Members Physical english

The New CISO - CIONET Belgium: Community Event

The Role of the Chief Information Security Officer (CISO) The role of the Chief Information Security Officer (CISO) is no longer confined to securing the network perimeter. As organisations become more digitally connected and data-driven, the CISO’s responsibilities have expanded far beyond traditional security measures. Today’s CISO must not only defend against cyber threats but also enable the business to innovate securely, manage complex regulatory environments, and instill a culture of trust across the organisation. This event will explore the evolving role of the CISO as a strategic leader who balances security with business enablement. As digital transformation accelerates, how can CISOs align their security strategies with organisational goals, ensure compliance, and lead their teams in the fight against increasingly sophisticated threats? Key Discussion Points: From Gatekeeper to Strategic Partner: How CISOs can shift from being seen as barriers to innovation to becoming key enablers of business agility and transformation through security. Balancing Risk and Innovation: Learn how top CISOs navigate the delicate balance between mitigating risk and supporting the organisation’s need to innovate and scale in a secure environment. Governance, Risk, and Compliance (GRC): Explore how CISOs are managing an increasingly complex regulatory landscape, ensuring compliance while still driving business objectives forward. Building a Security-First Culture: Practical strategies for CISOs to foster a culture where security is embedded into every part of the business, from boardroom discussions to frontline operations. CISO as Crisis Manager: How to prepare for and lead your organisation through major cybersecurity incidents. From ransomware attacks to data breaches, we’ll discuss how today’s CISO is as much a crisis manager as they are a strategist. Why You Should Attend: As a CISO, your role is evolving faster than ever before. This event is designed to provide you with actionable insights into how to embrace your expanded responsibilities while keeping your organisation safe and secure. Whether you’re focused on aligning security with business goals, navigating regulatory challenges, or leading in times of crisis, this event will equip you with the strategies to lead the next era of cybersecurity.

Belgium 18-11-25 Squad Only Physical english

Business Process Driven Architecture ; Designing systems that follow how your organisation actually works

Too often, architecture is drawn top-down, neat boxes, elegant flows, and little connection to the way teams really work. But what if we flipped it? What if our systems evolved from the actual processes, pains, and needs that drive the business? If you’re tired of systems that look good on slides but frustrate in practice, this session will ground the conversation where value is created, at the process level.

November 4, 2025 Squad Session Squad Only Virtual english

From Backlog to Value ; Prioritising what matters when everything feels urgent

You’ve got a roadmap, a backlog, and a lot of pressure. Every team wants their feature. Every stakeholder claims urgency. And your developers? They just want to deliver something meaningful. But how do you prioritise in a way that serves the business, and keeps the team sane? If your backlog keeps growing and your outcomes stay flat, this session helps you turn intent into value, without losing control.

November 18, 2025 Squad Session Squad Only Physical english

Business Process Driven Architecture ; Designing systems that follow how your organisation actually works

November 20, 2025 Squad Session Squad Only Virtual english

Data Spaces and Digital Trust ; What it takes to collaborate safely across ecosystems

You can’t build a smart service without smart data. And you can’t access smart data without trust. Across Europe, industries are trying to make this work, through data spaces, standardisation, and new governance frameworks. But progress is slow. If you’re part of a sector with potential for shared intelligence, but stuck in silos, this session will challenge assumptions and explore practical pathways.

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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.

Technologies

Genesys Cloud Contact Centre Microsoft Teams

CIONET Business Circles

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?

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.

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 !

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.