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Belgium 11-12-25 Country Members Physical english

Next Generation Digital Twins - CIONET Belgium: Community Event

Imagine being able to monitor, simulate, and optimise an entire city, factory, or supply chain in real time. Next-generation digital twins are making this vision a reality, transforming how we manage and understand complex systems. By creating dynamic virtual replicas of physical assets and processes, digital twins allow organisations to predict issues, optimize performance, and make data-driven decisions with unprecedented accuracy.This event will explore how digital twins are being used across industries to revolutionize the way we operate and maintain large-scale, intricate systems—whether it’s the infrastructure of a smart city, the efficiency of a factory floor, or the resilience of global supply chains.Examples of Digital Twins in Action:Smart Cities: Urban planners can use digital twins to simulate traffic flow, monitor energy usage, or predict the impact of weather events on infrastructure. This enables cities to optimize resources and improve the quality of life for their citizens.Factories of the Future: Manufacturing plants are leveraging digital twins to monitor equipment in real time, prevent downtime, and optimize production lines. With predictive analytics, factories can avoid costly breakdowns and improve overall efficiency.Supply Chain Management: Complex supply chains, spanning continents and industries, can be modeled as digital twins to track shipments, simulate disruptions, and optimize logistics. Businesses can reduce inefficiencies and respond faster to market demands.Key Themes:Real-Time Monitoring and Simulation: How digital twins provide real-time insights into complex systems, allowing for dynamic response and optimization.Predictive Power: Leveraging AI and data analytics, digital twins help organisations predict and mitigate issues before they happen, from equipment failures to supply chain bottlenecks.Scalability Across Ecosystems: Digital twins aren’t limited to individual assets—learn how they can be scaled across entire ecosystems like smart cities or global supply chains for maximum impact.Building Trust and Security: With digital twins handling critical infrastructure and sensitive data, what are the security and governance frameworks needed to ensure trust in these virtual systems?Why You Should Attend:Next-generation digital twins are no longer just a concept—they are revolutionizing industries by offering a new way to manage complexity. Whether you’re looking to optimize a city, factory, or supply chain, this event will provide practical insights into how digital twins can transform your organisation’s operations and drive future innovation.

Belgium 12-12-25 Squad Only Physical english

Managing IT Cost Without Losing Capability ; A practical look at how to control infrastructure, apps, and dev spend

Everyone wants value for money. But in IT, that value is spread across infrastructure, software, services, and people. Your infra spend is creeping up. App maintenance is eating your budget. New development is exciting but comes with hidden overhead. And people costs, from operations to engineering, remain the largest, most overlooked slice. If you’re under pressure to optimise without compromise, this session brings the right questions, trade-offs, and shared lessons to the table.

Belgium 16-12-25 Invitation Only Physical english

CIONET Round Table: Mastering Enterprise Service Management

This CIONET Round Table will focus on how the IT department can be the enabler that unlocks organisational efficiencies and helps to improve the employee experience. We will explore how CIOs and Digital Leaders can fundamentally transform the internal service experience by breaking down organizational silos, orchestrating complex cross-functional workflows, and leveraging a unified platform to deliver a truly frictionless experience for every employee.

December 12, 2025 Squad Session Squad Only Physical english

Managing IT Cost Without Losing Capability ; A practical look at how to control infrastructure, apps, and dev spend

January 13, 2026 Squad Session Invitation Only Virtual english

Moving Legacy Systems to the Cloud Efficiently : Balancing cost, risk, and continuity in complex migrations

Migrating legacy systems to the cloud remains one of the toughest balancing acts in IT. Every choice affects stability, cost, and trust at once, and what starts as a modernisation effort quickly turns into a negotiation between ambition and reality. Suddenly budgets rise, dependencies appear late, and timelines tighten as old architectures collide with new expectations. In the end, success depends on sequencing, ownership, and aligning business priorities with infrastructure limits, and not only on technical readiness. Making it work requires more than a plan on paper. Knowing which systems genuinely belong in the cloud, which can wait, and which should stay put shapes the entire roadmap and defines its success. Each refactoring decision sets the level of future flexibility, but it also drives cost and risk. The trade-offs between speed, sustainability, and resilience only become clear once migration begins and pressure builds. Let’s discuss how to plan migrations that stay on track, manage hidden dependencies, and handle downtime with confidence. Let’s also discuss how governance, testing, and vendor coordination keep progress visible and credible. Are you in? A closed conversation for those who turn cloud migration from a disruption into a long-term advantage.

January 22, 2026 Squad Session Invitation Only Virtual english

AI-Driven Development: Redesigning workflows, responsibilities, and trust in the age of automation

AI coding assistants entered development teams quietly, but their impact grows by the day. What started as autocomplete now shapes architecture decisions, documentation, and testing. And when productivity gains are visible, so are new risks: security blind spots, uneven quality, and the slow erosion of shared standards. Teams move faster, but not always in the same direction. The challenge has become integration rather than adoption. And new questions have risen: how do you blend automation into established practices without losing oversight? When is human review still essential, and what should the rules of collaboration between developer and machine look like? As AI tools learn from proprietary code, where do responsibility and accountability sit? Let’s talk about how to redefine those workflows, balancing creativity with control, and protecting code quality in a hybrid human-AI environment. A closed conversation on where AI accelerates progress, where it introduces new debt, and how development culture must evolve to stay credible.

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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

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.