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Belgium 20-1-26 All Members Physical english

The CIO as Investor - CIONET Belgium Annual Event

CIOs today are being judged less as technology leaders and more as portfolio managers. Every euro is under scrutiny. Boards and CFOs demand lower run costs, higher efficiency, and clear ROI from every digital initiative. Yet, they also expect CIOs to place bets on disruptive technologies that will keep the enterprise competitive in five years. This constant tension is redefining the role.

Belgium 22-1-26 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.

Belgium 27-1-26 Physical english

Zero Trust in Reality : Making segmentation, identity, and access work in complex environments

Zero Trust sounds simple on paper: trust no one, verify everything. But once you start implementing it, the fun begins. Legacy systems, hybrid networks, and human habits don’t read the manual. The idea is solid; the execution, not so much. In the end, Zero Trust is less about technology and more about design, culture, and patience. And when identity becomes the new perimeter, segmentation turns political, and exceptions multiply until the model looks more like “some trust, most of the time.” It’s progress, but not quite the revolution everyone expected. So how do you make Zero Trust work in real environments full of dependencies, vendors, and legacy constraints? Is it even possible? How do you balance usability with control, and what metrics actually prove progress? Let’s unpack what it takes to move beyond PowerPoint strategy and get Zero Trust working across systems and people that weren’t built for it. A closed conversation for those who’ve learned that Zero Trust is less about zero and more about trust that’s earned, not assumed.

January 22, 2026 Squad Session Invitation Only Virtual english

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

January 27, 2026 Squad Session Invitation Only Physical english

Zero Trust in Reality : Making segmentation, identity, and access work in complex environments

January 29, 2026 Squad Session Invitation Only Virtual english

The Career Path of the Data Leader : From data projects to enterprise value: redefining what leadership means

The role of the data leader used to be clear: build platforms, deliver dashboards, report insights. But now data sits everywhere, in AI, in decisions, in strategy, and suddenly every conversation ends with “What does the data say?”. The responsibility has outgrown the job description.

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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

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.