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Belgium 10-3-26 All Members Physical english

The Composable Enterprise: Engineered with AI

From modular business design to AI-driven pipelines, architectures, and operationsA composable enterprise is built on modular processes, API-driven ecosystems, low-code platforms, and cloud-native services. It promises speed and adaptability by allowing organisations to reconfigure their capabilities as conditions change. However, modular design alone does not guarantee resilience; the way these systems are engineered and operated is just as important.This is where AI is beginning to make a difference. Beyond generating snippets of code, AI is already influencing how entire systems are developed and run: accelerating CI/CD pipelines, improving test coverage, optimising Infrastructure-as-Code, sharpening observability, and even shaping architectural decisions. These changes directly affect how quickly new business components can be deployed, connected, and retired.In this session, we will examine how CIOs can bring these two movements together:Composable design is the framework for flexibility and modularity.AI-augmented engineering is the force that delivers the speed, quality, and intelligence needed to sustain it.The pitfalls of treating them in isolation: composability that collapses under slow engineering cycles, or AI that only adds complexity without a modular structure.The discussion goes beyond concepts to practical implications: how to architect organisations that can be recomposed at speed, without losing control or reliability. The outcome is an enterprise that is not only modular in design but also engineered to adapt continuously under real-world conditions.

Belgium 12-3-26 Physical english

The Third-Party Risk Reckoning: How far can you trust your vendors?

Tomato! Tomato! Tomato! Get your tomato now! Every vendor sells security. And every company depends on vendors, partners, and suppliers. The more digital the business becomes, the longer that list grows, and so does the attack surface. One weak link, and there is always one, or one missed update, and trust collapses faster than any firewall can react. What used to be a procurement checklist has become a full-time discipline. Questionnaires, audits, and endless documentation prove that everyone’s “compliant,” yet incidents keep happening. So it’s clear: the issue isn’t lack of policy, or maybe a bit, but mostly lack of visibility. Beyond a certain point, even the most secure organisation is only as safe as its least prepared partner (or an employee who hadn’t had their morning coffee). So how far can you trust your vendors? How do you check what you can’t control? And when does assurance become theatre instead of protection? Does it come at a different cost? Let’s exchange what works and what fails in third-party risk management: live monitoring, shared responsibility models, contractual levers, and the reality of building trust in a chain you don’t own. A closed conversation for those redefining what partnership means when risk is shared but accountability isn’t.

Belgium 19-3-26 Country Members Physical french

Vendor Detox: La consolidation vaut-elle le risque ?

Moins de Partenaires : La consolidation vaut-elle le risque ? Le problème est la prolifération des fournisseurs : trop d'outils causant de la complexité, une taxe d'intégration paralysante et de la redondance. La Taxe d'Intégration est le coût caché (en temps, en échecs et en ressources) d'essayer de faire fonctionner ensemble des systèmes disparates. Cet échange se concentre sur des stratégies éprouvées pour simplifier de manière agressive le parc technologique, consolider les fournisseurs et élever certains fournisseurs clés au rang de partenaires stratégiques.

March 12, 2026 Squad Session Invitation Only Physical english

The Third-Party Risk Reckoning: How far can you trust your vendors?

March 24, 2026 Squad Session Invitation Only Physical english

Killing Zombie Projects: Knowing when to stop, restart, or quietly let go

Every organisation has them, projects that keep running long after their purpose has faded. No one remembers who asked for them, but shutting them down feels riskier than keeping them alive. And eventually, people stay assigned, budgets stay allocated, and energy drains into work that no longer matters. Inertia at its finest.

March 26, 2026 Squad Session Invitation Only Physical english

Measuring Value in AI Initiatives: Defining ROI, accountability, and measurable outcomes in complex environments

AI projects continue to multiply, but proving their value remains difficult. Most organisations can track activity, not impact. Dashboards count pilots and models, yet few translate to measurable business outcomes. The result is familiar: success stories without clarity on what they actually delivered.

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Helping FCA Automotive Services bring its contact centre in-house

A simple, affordable solution for a global finance powerhouse

Overview
When FCA Automotive Services UK needed to set up an all-new financial services operation, Moiz Sheikh had the challenge of setting up a contact centre from scratch. But partnering with us and using Cloud Contact made the process a breeze.

Cloud Contact doesn’t need onsite hardware or software. This makes it fast and straightforward to set up – and, because it’s pay-as-you-go, it requires no capital expenditure either. Moiz can increase or decrease the service instantly, so he gets the exact contact centre his new business needs.

The challenge
FCA Automotive Services UK offers a huge range of finance options for vehicles from Fiat Group Automobiles, as well as other household names like Jaguar Land Rover. It focuses on three areas: contract hire for personal and business customers, dealer financing to provide working capital for vehicle stock, and customer financing for personal contract purchase or regular hire purchase.

Until recently, FCA Automotive Services outsourced its customer financing operation to a large financial services company. But as the financial climate changed, it decided to bring the operation in-house. Moiz Sheikh, IT Services Manager at FCA Automotive Services UK, explains: “Insourcing our customer financing operation meant building a new business from scratch, finding accommodation, and recruiting around 80 people.”

FCA Automotive Services chose serviced offices to house the new team, which meant it needed a contact centre. The centre had to be robust enough to deal with the company’s existing 120,000 customers, and be scalable for potential business growth. With Fiat Group’s worldwide contract already sitting with us, it made sense for FCA Automotive Services to work with us, too.

Moiz Sheikh continues: “Initially we thought we’d build and run our own physical contact centre and I looked at various solutions including those in use by Volkswagen and Citroen. But ultimately we chose BT Cloud Contact. As a hosted service it enabled more rapid deployment and helped conserve our capital.”

BT gave us the guidance we needed to get our business up and running quickly. BT Cloud Contact was the most cost effective solution.”

Moiz SheikhIT Services Manager, FCA Automotive Services UK

The solution
Available worldwide, Cloud Contact is a web-based contact centre that can support over 1,000 agents. It has full multimedia capability, so incoming voice calls can mix with email, web chat, co-browsing, and call-back requests in one seamless queue.

There are no hardware constraints and it doesn’t need physical infrastructure or software on site. With Cloud Contact, agents can literally be anywhere – a company site, at home, or on the move. The only equipment agents need is a PC with a headset or laptop with an internet connection.

Cloud Contact has a range of advanced features, like interactive voice response for customer self-service. Enhanced call steering and skills-based routing direct customers to the best qualified agent, wherever they are. It can also integrate with other back office systems via an open API (application programming interface).

FCA Automotive Services has paired the capability of Cloud Contact with a range of Inbound Contact freefone and non-geographic numbers for different customer segments. We also supplied One Voice Featureline fixed line centrex voice services for contact centre agents at the new office. As well as IP Connect wide area network connectivity for corporate network and internet access under our global agreement with Fiat Group.

We delivered an initial 30-agent package on schedule. And we gave new users and administrators on-site training. “BT Cloud Contact is proving to be perfect for us,” confirms Moiz Sheikh, “as it’s hosted we didn’t need to do anything internally. It was very fast to set up and the flexible commercial terms give us the business agility we require. You can move it anywhere and add or even reduce the number of agents connected – and you only pay for what you need.”

The result
Thanks to Cloud Contact, FCA Automotive Services have been able to quickly bring its customer financing operation in house, using an agile multimedia contact centre to provide customer service excellence. And they did it all without spending a lot of money or taking on a big business risk.

Cloud Contact’s multimedia capabilities will continue to support the business as it grows and evolves. Plus, the transportable nature of the contact centre platform has also allowed FCA Automotive Services to become more resilient and plan for the future – safe in the knowledge that their agents can work from anywhere.

“BT Cloud Contact has met our expectations in every way,” sums up Moiz Sheikh. “It’s been straightforward to deploy, it’s easy to use, it’s proving to be simple to administer, and it gives us the information we need to manage our business.”

FCA Automotive Services has already extended the contact centre to around 60 agents – incorporating its dealer financing and contract hire businesses, as well as supporting two other Fiat Group operations. We’re now discussing using Cloud Contact for FCA Automotive Services in Italy.

Partners

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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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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.