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Belgium 19-5-26 Invitation Only Physical english

AI vs AI in Cybersecurity: When defenders and attackers both use AI

The game has changed, clearly. Attackers have AI, defenders have AI, and both sides are learning faster than anyone expected, or maybe the attackers are just a bit faster. What used to take hours now happens in seconds, and detection windows close before alerts even appear. It’s adaptation beyond automation, and no one gets to sit still. But every promise of AI-driven defence comes with a price. The tools are expensive to train, maintain, and monitor. Mistakes cost more too. False positives drain teams, model drift hides real threats, and poisoned data turns protection into confusion. So now it’s not only about defending networks, it’s about defending the defenders themselves, from fatigue, blind trust, and automation gone wrong. So how do you keep visibility when both sides use the same weapons? How do you detect intent when patterns look human but aren’t? How do you justify cost when failure still happens, just faster? Let’s explore what happens when algorithms face each other on both sides of the firewall, and what new defences emerge when speed alone is no longer enough. A closed conversation about a future where cybersecurity becomes an AI vs AI battle, and humans still have to win.

Belgium 21-5-26 All Members Physical english

Replace, Wrap, or Rebuild? : Core modernization in financial services and insurance, without a full rewrite.

For banks, insurers, and other financial services leaders, core modernization is rarely a simple technology decision. The harder question is what to replace, what to wrap, what to rebuild selectively, and what to leave alone. This round table brings together senior peers to discuss how they are making those choices under real constraints: resilience, control, regulatory scrutiny, delivery speed, vendor dependency, and the risk of getting sequencing wrong. The conversation will focus on practical judgment, where modernization creates value, where it adds risk, and how to move forward without triggering another multi-year transformation cycle. A small-group discussion for leaders looking for clear decisions, credible trade-offs, and peer perspective.

Belgium 22-5-26 Invitation Only Physical english

Managing Vendor Lock-In: Balancing dependence, cost, and control in strategic partnerships

Every vendor swears their platform is open, flexible, and built for freedom. Then comes the renewal date. The price goes up, migration looks painful, and “strategic partnership” starts to feel more like dependency. Most organisations don’t get trapped overnight, they walk into it one contract at a time. Broadcom, anyone? We know lock-in isn’t only technical, it’s commercial, architectural, and even cultural. Once tools shape how teams work, switching becomes not only costly but politically impossible. So how do you manage dependency without losing leverage? What do you do when moving away costs more than staying? How do you negotiate from a position of weakness? And what governance models help prevent lock-in before it happens? Let’s share how to keep options open, make vendors compete without breaking partnerships, and find leverage even when it seems there’s none left. A closed conversation for those who’ve learned that freedom in IT is rarely free.

May 19, 2026 Squad Session Invitation Only Physical english

AI vs AI in Cybersecurity: When defenders and attackers both use AI

May 22, 2026 Squad Session Invitation Only Physical english

Managing Vendor Lock-In: Balancing dependence, cost, and control in strategic partnerships

May 26, 2026 Squad Session Invitation Only Virtual english

The Career Path of the Cloud Engineer: From system builder to strategic enabler of digital scale

The cloud engineer’s world keeps expanding. It started with provisioning and automation, but now it touches everything: resilience, security, cost, and even business continuity. What used to be a back-end function has become one of the most visible roles in digital operations. Yet with that visibility comes pressure: constant evolution, constant firefighting, and very little time to step back and ask, “Where is this career actually going?”

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How HyperJar slashed first response times by 94% with AI

As a mobile banking app, HyperJar's customers expect a UX that's quick and convenient. They turned to Ultimate's automation platform to deliver on this promise — and it's paying dividends.

HyperJar at a glance

The customer

HyperJar is a free, prepaid debit card and money app designed for everyone.

The market

They serve customers in English, across the UK.

The support team

HyperJar has a support team of 33 agents.

The channels

HyperJar offers support via chat in the mobile app and on desktop. They manage queries through their CRM, Zendesk.

The situation

They were looking to automate industry-specific use cases so agents could focus on providing the best possible support, based on a balanced approach between AI and humans.

The solution

With Ultimate, they found an automation platform tailored to the finserv industry. They use API integrations to automate common queries so agents are free to focus on the more complex ones.

Getting started with Ultimate

As an innovative finserv company, HyperJar was looking to cash in on their automation potential in order to stay ahead of the competition in their industry. Jake Samson, Systems Manager at HyperJar, said it best, “There’s no running from it, AI is here. You have to embrace it or you’ll fall behind.” After seeing some demos and comparing our competitors on G2, we shined as the best option for them.

With our extensive experience working in the finserv industry, we aligned with their commitment to make life simple and convenient for their customers by using AI to provide faster and more accessible support. Together, with their Customer Success Manager at Ultimate, Kasia, they mapped the most impactful use cases for automation – such as replacing lost cards and checking card delivery status – while still making it easy for customers to escalate to an agent when needed. Of the onboarding journey, Jake recalls, “It was a really smooth process. It’s a very user-friendly platform. It was a very structured training program, and we went live within the first 4 weeks.”

And because they were committed to automating each use case in a gradual way, they weren’t banking on seeing such impressive results so quickly. They’ve already cut their first response times (FRT) by 94% – all while maintaining a 97% CSAT score. With CX automation, customers can have speedier support and their agents are freed up to provide a human touch where needed.

“Everywhere I go, I recommend Ultimate as the platform you need to go with when you’re deciding to automate. As our Trustpilot reviewers say, ‘it’s a bot that actually knows what to do!’”

Jake Samson
Systems Manager, HyperJar

First contact resolution rate: 90%

CSAT score: 97%

Reduction in FRT: 94%

AI use case spotlight #1: Eliminating escalations for replacing lost cards

Replacing cards accounts for 16% of queries at HyperJar. Before automation, doing so required a 15-20 minute conversation with a human agent – not counting wait times.
This repetitive request proved to be a perfect use case for automation. With the help of our finserv-specialized API integrations, they were able to fully automate it within a few weeks.
HyperJar has completely eliminated agent escalations on this intent, and cut the time to resolution to under 2 minutes – contributing to an 90% overall reduction in FCR.

AI use case spotlight #2: Enabling agents to provide more human CX

Right from the outset, HyperJar knew their goal was to find the sweet spot by offering excellent customer service through CX automation while maintaining a human touch where needed, such as when resolving payment disputes.
Our approach to automation still makes it easy for customers to reach an agent as needed by designing smart escalation paths, rather than centering a deflection at all costs approach.
Because they were able to automate their most repetitive tasks, agents are free to provide that little bit of extra care to customers and to go the extra mile on complex queries. Since automating, HyperJar has maintained a stellar 97% CSAT and 4.7 stars on Trustpilot.

The success story

Instant Zendesk integration

The fact that our automation solution fits seamlessly into their CRM was a deal maker for HyperJar. Our one-click integration with Zendesk enabled them to get started with automation quickly and easily.

Insightful analytics

Our comprehensive analytics help HyperJar to pinpoint their top use cases for automation. This data also enables them to better understand their customers by making it easier to monitor conversations more closely.

Industry-leading results

HyperJar knew that automation was key to getting a leg up on competitors by providing the best possible CX. They’ve managed to achieve better operational efficiency, boasting a 94% reduction in FRT since automating, and a 42% automation rate overall.

Improved customer experience

HyperJar has achieved a 90% FCR by automating repetitive intents, and agents now have more time to focus on providing faster support on their more complex queries. They have maintained a 97% CSAT since launching their bot.

Next on their automation journey

After so much success with automating the lost card use case, HyperJar is now looking to automate six more of their most common customer intents such as checking card delivery status.

Ultimate is a platform that grows with them as their automation journey coincides with the evolution of their product. For example, they've recently begun issuing customer vouchers and rewards, and were able to automate this process right from the start.

They are also curious to try our generative AI-powered chatbot, UltimateGPT, as a way to capture the long tail of customer queries and enhance the conversational TOV of their bot as they continue to design new dialogue flows.

Technologies

Ultimate: Chat automation Zendesk: A CRM Platform

Partners

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