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Belgium 9-6-26 Invitation Only Virtual english

From Dashboards to Decisions: Restoring alignment, ownership, and confidence in enterprise reporting

Data availability keeps growing, but decision-making often feels slower. Every function builds its own dashboards, metrics multiply, and reports begin to contradict each other. What was meant to improve transparency now creates confusion. The problem is not access to data but alignment on interpretation. When information becomes noise, confidence in reporting collapses. People hesitate to act, functions challenge each other’s numbers, and trust in analytics erodes. The challenge lies in restoring clarity: deciding which metrics matter, who owns them, and how reporting connects back to action. Let’s discuss how to simplify information flows, define consistent metrics, and reconnect dashboards with decision-making. How ownership, cadence, and shared understanding bring alignment back. A closed conversation on rebuilding confidence in data, where clarity replaces overload and information once again supports action.

Belgium 10-6-26 Invitation Only Physical english

Man Overboard: A VIP Evening on the Human and Digital Anatomy of a Crisis

In the middle of the night, 200 miles from the coast, the alarm sounds. The "Man Overboard" cry isn't just about a person in the water; it’s the ultimate test of a crew’s preparation, psychological grit, and split-second communication. For the modern European CIO, the "Man Overboard" moment happens in the data centre, the boardroom, or the headlines. When the system fails, the pressure doesn't just sit on the servers; it sits on you. Join CIONET for an exclusive VIP evening at the coast, a deep dive into the Human and Digital Anatomy of a Crisis. We will explore why some leaders thrive under the crushing weight of a "Black Swan" event while others capsize, and how data serves as the steady keel that keeps the ship upright.

Belgium 12-6-26 Invitation Only Physical english

AI Governance at Scale: Defining boundaries, ownership, and accountability for AI at scale

AI started small: a few pilots, some dashboards, a couple of chatbots. But then it spread, quickly. Now every department wants a model, every vendor adds “AI-powered” to their pitch, and every regulator is asking about risk and transparency. Governance suddenly went from a nice idea to a full-time job. Scaling governance is harder than launching AI. Policies look great on slides, but in practice, ownership blurs and enforcement stalls. Central control slows things down, while local freedom invites risk. Everyone agrees AI should be safe and ethical, but no one agrees on who signs off when something goes wrong, all leading to AIs living as permanent PoCs. So how do you scale oversight without creating bureaucracy? How do you distribute responsibility between IT, business, and compliance? And what controls actually hold up when AI keeps changing after deployment? Let’s explore how organisations make governance part of daily operations, not an afterthought. A closed conversation for those trying to keep AI credible, compliant, and under control while it spreads across the enterprise.

June 9, 2026 Squad Session Invitation Only Virtual english

From Dashboards to Decisions: Restoring alignment, ownership, and confidence in enterprise reporting

June 12, 2026 Squad Session Invitation Only Physical english

AI Governance at Scale: Defining boundaries, ownership, and accountability for AI at scale

June 18, 2026 Squad Session Invitation Only Physical english

Building the Event-Driven Enterprise: Managing flow, context, and control in event-driven systems

Becoming event-driven sounds like the logical next step: real-time visibility, faster response, tighter integration. The promise is appealing, no? But turning that vision into reality is another story. Where do you start, with technology, operating model, or mindset?

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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

Partners

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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.