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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.

Belgium 24-3-26 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. Ending a project is rarely a technical decision. It’s emotional, political, and often tied to past promises or personal reputation. The longer something runs, the harder it becomes to admit it’s time to stop. Yet clearing that backlog of half-dead initiatives is often the only way to make room for new ones. So how do you decide when to pull the plug? What signals show that value is gone, and who gets to say so? How can governance encourage honest calls without punishing those who make them? Let’s discuss how to end gracefully, refocus teams, and turn closure into confidence rather than blame. Bullet in the head? Is that how you kill a zombie, or was it a silver bullet in the heart? A closed conversation on how to make progress by learning to stop.

Belgium 26-3-26 Invitation Only Virtual 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. The real issue is measurement. Traditional ROI metrics fail when AI changes decisions more than results. Financial indicators miss the operational gains, while qualitative benefits often sound too vague to defend. Without clear evidence, budgets come under scrutiny and confidence erodes. This session focuses on how to connect AI work with business outcomes through structured metrics, governance, and accountability. We’ll explore how value tracking evolves from experimentation to scale, which indicators earn trust at board level, and where measurement stops being meaningful. A closed exchange for comparing methods, tools, and lessons learned in defining, proving, and sustaining AI impact.

March 24, 2026 Squad Session Invitation Only Physical english

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

March 26, 2026 Squad Session Invitation Only Physical english

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

March 31, 2026 Squad Session Invitation Only Physical english

Composability in Practice: Building modular systems that stay coherent as they grow

Composability sounds elegant in theory: small, independent parts that come together to form something greater, but in practice, it’s messy. What happens when modules overlap, APIs evolve differently across domains, and governance struggles to keep pace? What was meant to simplify architecture sometimes ends up multiplying it.

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How Stitch Fix provides tailored CX and 29% faster responses with AI

Online personal styling service, Stitch Fix, provides CX that’s as tailored to their customers as their clothing recommendations. Learn how Stitch Fix provides personalized, 24/7 support that consistently delights its clients with the help of our no-code, customizable automation solution.

Stitch Fix at a glance

The customer

Stitch Fix is an online personal styling service offering today’s most convenient way to find clothes you love.

The market

They serve more than three million women, men, and kids across the US.

The support team

Their support team consists of 150 agents who provide customer service in English.

The channels

Customers can access Stitch Fix support via chat and email, which all filter into their CRM Zendesk.

The situation

Stitch Fix wanted to free up agents from repetitive tasks so they can focus on providing the highest quality CX at scale.

The solution

Stitch Fix uses Ultimate’s intuitive dialogue builder to tailor automated conversations. They’ve also successfully automated FAQs like creating return labels and checking order status so customers can manage their orders more quickly and easily.

Getting started with Ultimate

Stitch Fix is an online styling service committed to innovation and the pursuit of personalization — both in the clothing recommendations they provide and in their CX. That’s why they harness the power of cutting-edge automation technology to offer their customers consistently high-quality support with a personal touch. Ultimate’s automation solution stood out from the crowd on both counts. It enables their support team to develop and personalize a chatbot that met their high customer service standards.

With the help of features like our easy-to-use, customizable dialogue builder and API integrations they can continually improve and personalize the customer experience. The fact that Ultimate has a native integration with Zendesk — that's even used by the support team at Zendesk themself — made linking the two systems easy. And thanks to the hands-on training they received from Maeve, their Customer Support Manager, they began to see results from the first day that they launched.

In email and chat, their chatbot automatically categorizes their tickets and completes discovery work for their agents. It also provides immediate solutions for their most common FAQs. As Michael Peters, Business Systems Lead at Stitch Fix, explains it, “Our virtual agents help our clients receive a consistent experience with immediate resolutions for FAQs, while empowering our agents to focus on delivering personalized experiences for everything else.” Now celebrating their one-year anniversary with Ultimate, their chatbot fully handles ~15% of client tickets, across all channels — providing resolutions to client FAQs quicker than ever before. All of this culminates in higher-quality customer support, which customers can access around the clock.

"We wanted our CX team to directly craft the experience that our virtual agent would deliver. The bot-building UI was easy for our CX agents to pick up, and they have successfully been able to improve workflow efficiencies."

Michael Peters
Business Systems Lead, Stitch Fix

Quicker email resolutions: 22%

Reduction in chat AHT: 29%

Automation rate: 15%

AI use case spotlight #1: Easily customizable dialogue builder for more personalized support

The support team at Stitch Fix has found our no-code dialogue builder to be very easy to use, allowing agents to monitor and update the bot on the fly.
For example, if customers are experiencing carrier delays, agents can add new dialogue flows within minutes to address the reasons for the delay — no prior technical know-how required.
Agents can continuously improve the bot based on built-in analytics to provide the best possible CX based on the feedback they receive from customers – who are consistently impressed by their bot.

AI use case spotlight #2: A chatbot designed with the ecommerce industry in mind

Ultimate has experience building ecommerce bots for a roster of retail companies including Lush and Zalando — so Stitch Fix had access to an industry-tailored solution from the start.
Via our API integrations, for example, their bot validates customers’ data mid-flow. Once validated, the bot fetches customer details in order to auto-generate return labels, extend the checkout window, and provide real-time tracking updates on orders.
Their bot allows agents to spend more time providing personalized CX because automation takes care of their most repetitive FAQs.

The success story

Zendesk integration

The fact that Ultimate integrates with their CRM really sealed the deal for Stitch Fix. Our seamless integration offers an excellent complement to the Zendesk product by adding extra capabilities like categorization and wait time estimates.

Intuitive, no-code solution

Our easy-to-use automation tools made it possible for Stitch Fix to see results they wanted right from day one. They are also able to monitor and update their dialogues so that they can continuously improve their CX based on customer feedback.

Customized ecommerce flows

Automation was all the more effective for Stitch Fix because our API integrations made it possible to meet their industry specific use cases — from generating return labels to tracking orders.

Scalable support

With automation Stitch Fix achieved their goal of offering consistent, high quality support across all conversations and channels. They were able to achieve a 29% reduction in agent chat AHT and fully resolve client email tickets 22% quicker.

Next on their automation journey

Having had a successful year with their bot — and recently integrating ticket automation into their support stack — Stitch Fix has been inspired to deepen their partnership with Ultimate. In particular, they are excited to continue exploring ways to improve our clients' experience in finding help.

Currently, this means expanding support to new channels and exploring how automation can help facilitate support. They are working on launching Apple Messaging for Business as a new channel, something that will surely be a game changer in the ecommerce ecosystem. This enables them to expand their repertoire of omnichannel support so they can meet customers wherever and whenever it suits them most.

Technologies

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

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?

Telenet Business Leadership Circle

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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.