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Belgium 27-8-26 AB Members Physical english

Summer Festival: Advisory Board

CIO agendas are crowded: cost pressure, cyber, regulation, talent, data, AI, vendor dependency, business expectations. Most organisations are trying to do too much at once, and the “must-do” work often blocks the strategic work. CIONET only creates value if its agenda matches what CIOs truly need, in the right format, at the right time. The challenge Pick the few priorities that matter most for 2027, then translate them into a clear CIONET agenda. Outcome we leave with A ranked CIO agenda for 2027, and a directly aligned CIONET programme outline (themes, formats, cadence), with a shortlist of speaker and case targets.

Belgium 27-8-26 Country Members Physical english

Summerfest: From Story to Habit

How to align people, shift routines, and prove value Technology transformations often fail not because the tools don’t work, but because people don’t change their work habits. Boards want proof of value, executives want business outcomes, IT wants clarity, and employees want ease. Between these expectations, the CIO’s role is no longer just to deliver platforms; it is to tell the story that motivates people and turn that story into daily habits. This session will explore: The narrative: how to craft a simple, repeatable story that explains the “why” behind change for every stakeholder. From story to routine: practical ways to embed new behaviours through manager rituals, team incentives, and visible leadership. Reskilling and new expectations: preparing teams for evolving roles, from cross-department collaboration to AI-enhanced workflows. Measuring what matters: showing progress in speed, quality, and resilience — not just in licences bought or trainings completed. The aim is to equip CIOs with a leadership toolkit: a story that unites, habits that endure, and proof that convinces even the toughest boardroom.

Belgium 8-9-26 Invitation Only Virtual english

What an AI Architect Actually Does in Practice; Skills, responsibilities, interfaces, and career moves behind one of the most misunderstood emerging roles.

The AI architect role is becoming more visible, and the scope varies across organisations. The challenge is defining what the role owns, where it sits, and how it works with existing architecture, data, security, risk, and business teams. Three pressure points need clarity. - Role definition matters because the position can span solution architecture, data architecture, governance, integration, security, vendor selection, and business process design. - Interfaces matter because the role must connect teams while respecting existing responsibilities. - Skills matter because technical depth needs to be combined with judgement around controls, delivery choices, and operational boundaries. The working question is simple: how do we define the AI architect role so it becomes useful, credible, and connected to delivery? If this role is emerging in your organisation, let’s compare how others are defining it and where they are placing it.

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How TeleClinic future-proofed their support with AI-powered automation

When the pandemic made automation a necessity, TeleClinic turned to Ultimate for an automation solution that could provide empathetic and efficient customer support at scale. Three years later, TeleClinic continues to trust Ultimate for the future success of their CX.

TeleClinic at a glance

The customer

TeleClinic is a platform that matches patients with doctors for online consultations via mobile app.

The market

Since launching in 2015, TeleClinic has emerged as Germany's leading provider of telemedicine. They serve a two-sided market of healthcare professionals and patients.

The support team

A team of 20 customer service agents provide round-the-clock support to TeleClinic users.

The channels

TeleClinic offers automated support via both ticket and chat.

The situation

When the pandemic created an unforeseen spike in demand, TeleClinic knew they needed to automate. Since then, their unique use cases have called for an even more sophisticated automation solution

The solution

Not only did Ultimate help agents manage a 500% uptick in requests during the pandemic, but it has since enabled them to separately serve both doctors and patients via two custom-built bots.

Why TeleClinic continues to trust Ultimate

TeleClinic experienced a 500% increase in requests during the pandemic, which was overwhelming for their support team to say the least. From where they saw it: they could either hire and onboard a lot more people quickly, or automate processes to support their existing team. When faced with this decision, it was clear that AI-powered automation was the only logical choice. After researching other competitors, TeleClinic chose Ultimate as the best automation solution to meet their complex use cases in serving both doctors and patients. They also needed to work with an automation provider located in the EU to ensure GDPR compliance, and Ultimate fit the bill.

Three years later, Ultimate’s automation solution continues to help remove barriers in access for people seeking telemedical support – and to the doctors looking to provide it. For example, both patients and doctors are able to self-serve much more quickly through the platform, with a whopping workload reduction of 18.9 hours per ticket. TeleClinic has also been able to steadily reduce costs, with €100,504.42 saved in 2023 alone. They’ve achieved all this while keeping their agents happy, too. Due to upticks in requests during hay fever season or when there is a stomach bug going around, agent workload remains stable thanks to automation. As a result, agent NPS score has been a steady 8.5/10. From a global pandemic to hay fever season, TeleClinic feels prepared to weather whatever the future holds thanks to Ultimate's automation solution.

Scale your support with automation

“Giving the right answer to our users is crucial to us. We wanted to work with a EU-based company to ensure GDPR compliance, and Ultimate could provide the right mix between suggestion and automation.”

Philipp Weidenbach
Head of Patient Operations, TeleClinic

Total savings in 2023: €100.5 K

Workload reduction per ticket: 18.9 hrs

Chat automation rate: 37%

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AI use case spotlight: prioritizing requests

TeleClinic’s support team accommodates both time-pressed doctors and patients in need. They needed an automation solution to make it easier for doctors to prioritize requests so that patients could receive care faster.
They have successfully launched a second Doctor Bot that structures and categorizes requests, then forwards them to the right department to ensure they are connected with the right human agents as quickly as possible.
As a result, doctors are able to input data more efficiently, meaning that patients receive the care they need at a much faster rate. In fact, automation has resulted in a workload reduction of 18.9 hours per ticket.

Learn about our industry-leading AI

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AI use case spotlight: accurate responses to sensitive questions

Telemedicine is a complex, sensitive matter, where a one-size-fits-all approach doesn’t work. That's why automation at all costs would never be the right solution for TeleClinic.
Rather, TeleClinic’s agents have really appreciated the way their bots offer a helping hand when it comes to customer care. As one agent put it, “Thanks to the bot we now get pre-structured client requests and it makes it so much easier to really support them with their actual concern.”
Ultimate's platform is GDPR and SOC-2 type 2 compliant, so TeleClinic can be sure their customers' sensitive medical data is always protected.

Get started with automation

The success story

Custom-built virtual agent

Telemedicine is a naturally complex industry so TeleClinic loves our solution that provides tailored support to both time-pressed doctors and patients in need.

Scalable solution

With a bot taking care of common customer requests, TeleClinic can meet fluctuating demand — without increasing agents’ workload.

Secure data handling

Given the sensitive nature of the requests TeleClinic’s support team handles, they needed an automation partner they could rely on to treat customer data securely.

Headless automation platform

Their bot sits inside their existing tech stack and seamlessly integrates with their CRM, Zendesk. Ultimate analytics dashboard provides clear and easy to use stats.

Next on their automation journey

In a high-stakes and ever-changing industry like telemedicine, TeleClinic is always thinking about how they can up their support game by using the best that CX automation has to offer. They are currently curious about how they can harness the potential of UltimateGPT , which uses generative AI to offer even more empathetic and efficient support as they continue to scale.

Technologies

Ultimate: Chat automation Ultimate: Ticket Automation Zendesk: A CRM Platform

Partners

CIONET Business Circles

Cyber Circle

CIONET’s Cyber Circle: a new three-event programme exclusively focusing on the most urgent, complex, and high-impact challenges in cybersecurity today. Launched in 2026, this initiative brings together CISOs, CIOs, and senior IT executives with a strong interest in cybersecurity for three curated gatherings each year. As part of CIONET’s trusted executive community, the Cyber Circle provides a confidential, peer-driven environment to exchange insights, share real-world experiences, and address evolving cyber threats. Each session is designed to foster strategic dialogue, strengthen resilience, and elevate cybersecurity as a core driver of business value.

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.