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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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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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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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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.