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Belgium 20-10-2026 Squad Only Virtual English

Deciding What Runs Where: Cloud, Edge, On-Prem, or Hybrid; How to place workloads based on performance, cost, sovereignty, resilience, and AI requirements.

Cloud decisions are becoming more selective. The challenge is deciding where each workload should run based on cost, performance, control, resilience, sovereignty, and business need. Three pressure points usually drive the decision. - Cost visibility becomes harder when usage grows across cloud services, data platforms, and AI workloads. - Performance and latency matter more when systems need fast access to data or support operational processes. - Sovereignty and resilience become critical when data location, continuity, vendor dependency, and exit options enter the discussion. The working question is simple: how do we place workloads where they create the most value while keeping the hybrid landscape manageable? If these trade-offs are on your agenda, let’s compare how others are handling similar choices.

Belgium 10-11-2026 Squad Only Virtual English

Choosing the Right Data Platform Without Creating New Silos; How to balance speed, flexibility, semantics, governance, and long-term maintainability.

Data platforms are meant to simplify access and support better use of data. The challenge is choosing and governing the platform landscape in a way that creates consistency, reuse, and long-term value. Three pressure points usually appear. - Platform choice becomes difficult when teams have different needs for speed, flexibility, cost, and control. - Business meaning needs protection: customer, revenue, product, risk, and FTE need shared definitions across tools. - Ownership and governance need to be clear, so platforms grow with accountability and discipline. The working question is simple: how do we give teams the data capabilities they need while keeping the platform landscape understandable, governed, and reusable? If these questions are familiar, let’s compare approaches with others facing the same data landscape.

Belgium 13-11-2026 Squad Only Physical English

Building the Business Case for New IT Capabilities; How to justify investment when value is strategic, shared, or only visible over time.

Many IT capabilities are essential and difficult to fund through a simple project ROI. The challenge is showing why architecture, governance, resilience, cybersecurity maturity, data foundations, and AI readiness deserve investment before the gap becomes expensive. Three pressure points make the case harder. - Shared value means the benefit often sits across several teams, while the budget sits in one place. - Timing creates friction because the cost is immediate while the value appears over time. - Risk translation is needed so business and finance leaders understand the consequence of delaying the investment. The working question is simple: how do we turn foundational IT capabilities into credible investment cases that link cost, risk, business value, and future flexibility? If you are building these cases internally, let’s compare how others are positioning value, risk, and timing.

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How Storytel offers 24/7 support in 13+ languages

Swedish audiobook subscription service Storytel knows that offering excellent customer support is key for building brand loyalty. Here’s how they scaled their support across over a dozen languages without compromising on the quality of their CX.

Storytel at a glance

The customer

Storytel is a Swedish audiobook and ebook subscription service.

The market

Storytel is available in more than 25 countries with core markets in the Nordics.

The support team

26 agents provide localized support to customers throughout Europe and beyond.

The channels

Customer care is available 24/7 via both ticket and chat.

The situation

Their business was growing, and Storytel needed to find a way to scale their support without compromising on the quality of their CX.

The solution

Storytel now provides support in 13+ languages via ticket automation as well as chat, a channel they launched from scratch using Ultimate.

Getting started with Ultimate

Storytel believes in making it easy for customers to get help because they know that a good CX is key for building brand love. As their business began to grow, more subscribers meant more queries. They wanted to scale their support by offering customers more options to self-serve without skimping on their high standards for quality customer care. Being that they serve markets in 25 countries and counting, they needed to do all this in a localized, multilingual way.

To meet these challenges, they turned to Ultimate. It was easy for Storytel to start (and scale!) ticket automation, thanks to Ultimate's quick and easy integration with their CRM, Zendesk. In fact, they were able to go live in just 15 days. From there, they have expanded to serve customers in 13+ languages through automation. They have even added a new channel: chat, which has led to faster response times and the ability to offer their customers round-the-clock support. As a result, Storytel has achieved a 22% automation rate, and their bot has taken on 20% of their agents’ workload — enabling them to focus on more complex queries.

Start saving agent effort

“I firmly believe that making it easy for customers to get help in using our product and services makes them even more loyal and therefore, I wanted to provide 24/7 support for our customers. Ultimate helped us do that.”

Christopher Nørskov
Head of Customer Support Operations, Storytel

Agent workload saved: 20%

Languages offered: 13+

Chat bot-handled rate (BHR): 40%

AI use case spotlight #1: How Storytel automated support in over a dozen languages

It was critical that Storytel could offer support in all the language markets they serve – and their automated options were no exception.
Ultimate enabled them to integrate with Sunshine Conversations in Zendesk to offer support in their choice of 109 languages. They started with Danish and Swedish and then gradually added more to reach a total of 13+ languages within the first 9 months.
This gradual approach allowed them to enhance their CX by offering support to customers around the world, 24/7.

Learn about our multilingual AI

Storytel_CaseStudy_ContentBlock_2_chatChange_2x

AI use case spotlight #2: Scaling support by launching a new channel from scratch

Storytel was looking to offer their customers more options for resolving their queries. This is why they turned to chat automation – a completely new channel they launched from scratch.
From goal setting through execution and maintenance, they were supported in bringing their bot, Stella, to life. Their contacts on Ultimate's CS team were available to answer questions on Slack and provided Storytel with numerous touch points and check-ins along the way.
With chat, Storytel has achieved a 40% bot handled rate (BHR) with their bot, Stella.

See our chat solution in action

The success story

Seamlessly integrated

It was easy for Storytel to get started with our ticket automation solution because of its fast-and-easy integration with their CRM, Zendesk.

Time efficient

Storytel launched ticket automation in just 15 days. This resulted in a 20% reduction in agents' workload.

Scalable

Storytel scaled their support by offering chat automation, an entirely new channel they launched from scratch. They felt supported every step of the way thanks to their hands-on CS contacts at Ultimate.

Multilingual

Over the last 9 months, Storytel rolled out automated support in 13+ languages and counting, as our industry leading conversational AI offers 109 languages to choose from.

Technologies

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

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