Why Digital Blind Spots Are Business Killers

Digital blind spots, gaps in visibility that prevent organisations from understanding the full scope of their operations, are more than technical inconveniences. These hidden vulnerabilities often translate into downtime, financial losses, regulatory penalties, and eroded customer trust. With industries increasingly reliant on interconnected systems and real-time data, the stakes are higher than ever. This roundtable aimed to illuminate the challenges posed by digital blind spots and uncover actionable strategies to address them.

Engaging Insights from the Panellists

The roundtable featured three industry leaders, each offering unique perspectives on tackling digital blind spots within their respective sectors.

Frank Croket, Chief Digital Officer at BPOST Group

Frank discussed the transformation underway at BPOST, where his mission is to create a digital-first logistics company. Central to this transformation is achieving comprehensive visibility across the logistics chain—a daunting task given the complexity of tracking parcels through multiple stages, from collection to delivery. Frank underscored the importance of defining clear metrics and engaging business stakeholders early in the process. He shared a compelling example of implementing an end-to-end traceability system for critical deliveries, such as obituaries, demonstrating how digital tools can improve customer satisfaction while enhancing operational efficiency.

Frank also emphasised the cultural shift required for success, stating, “Every business person should understand the technology and the data to enable end-to-end visibility.” His approach prioritises aligning digital initiatives with tangible business outcomes, an ethos supported by BPOST’s iterative, results-driven strategy.

Eric Mailleux, Head of IT Production and IT Resilience at Euroclear

Eric’s presentation highlighted Euroclear’s evolution from isolated component-based monitoring to an integrated end-to-end flow model. This transformation enables the organisation to monitor anomalies and risks from a business perspective, bridging the gap between IT metrics and operational outcomes. Eric pointed out the significant cultural shift required, moving from a model where operational performance is directly linked to the ability to apply the right procedure to a pre-defined alert into a much richer model where people need to make decisions based on the deviations in multiple data feeds.

Eric shared how Euroclear leverages metadata and historical data to anticipate risks and reduce response times. By empowering operational engineers and decentralising data control, the company has made strides toward reducing digital blind spots. Yet, challenges remain, particularly with legacy systems and fragmented data. “The key,” Eric explained, “is to connect the data and its value, focusing on the business impact of every potential incident.”

Peter Bal, CIO at Whatscooking?

Peter brought a practical, business-first perspective to the discussion. He detailed his company’s roadmap for digital transformation, which aims to address inefficiencies across its operations, from supply chain planning to ERP system standardisation. Peter’s approach involves engaging employees through workshops and hands-on training, fostering what he called “digital comfort” among users.

Peter also highlighted the challenges of navigating organisational silos and managing scattered data across multiple systems. His solution? A methodical roadmap that prioritises immediate, high-value improvements to build buy-in and momentum. As Peter put it, “We can’t trust reports and dashboards alone; we need to be on the floor, observing operations firsthand.”

Notes from the Table: A Collective Wisdom

The participants shared their own experiences, shedding light on common pain points and strategies for overcoming them. Many noted that legacy systems and ad hoc IT solutions often create visibility gaps. Industrial companies, in particular, struggle with a lack of documentation and fragmented processes, making it difficult to map out operations comprehensively.

Specific examples were highlighted, such as TVH’s post-cyber-attack focus on end-to-end observability and Marleen Thorré’s work at Mitsubishi Chemical Group to modernise and standardise their global application environment. These case studies reinforced the consensus that creating visibility is a foundational step in any digital transformation journey.

Key Takeaways for Digital Leaders

The roundtable discussions converged on several critical insights:

1. Start with Visibility: Organisations must map their assets and processes to identify gaps. Creating transparency is the first step toward reducing blind spots.
2. Prioritise Culture Change: Engaging business stakeholders and fostering a digital-first mindset are crucial for long-term success. Leadership plays a vital role in aligning IT and business goals.
3. Adopt an Iterative Approach: Successful transformations are not about achieving perfection overnight but progressing through incremental improvements that deliver measurable value.
4. Leverage the Right Tools: From metadata analysis to event-driven architectures, digital leaders must equip their teams with the tools needed to address today’s complex challenges.

Looking Ahead: A Call to Action

As the evening concluded, Splunk representatives Dirk De Meirsman and Maarten Dragstra - summarised the discussions and emphasised the importance of proactive visibility in tackling digital blind spots. They referenced a recently published report, The Hidden Cost of Downtime, which delves into the often-overlooked financial and operational impacts of system failures, including lost revenue, reputational damage, and regulatory penalties. The report also highlights strategies to mitigate these risks through enhanced observability and real-time data insights.

The key message from the event was clear: addressing digital blind spots requires not just technological innovation but also a collaborative, strategic approach that aligns with broader organisational goals. Splunk’s report serves as a valuable resource for digital leaders seeking to quantify the risks and costs associated with downtime and develop actionable strategies to safeguard their businesses.

This roundtable was a testament to the power of peer learning and community engagement. As the digital landscape continues to evolve, such forums will remain essential for equipping leaders with the tools, strategies, and networks they need to navigate the challenges ahead. For organisations ready to tackle their own digital blind spots, the path forward is clear: embrace transparency, foster collaboration, and lead with purpose.

CIONET wants to thank the participants of this roundtable: Marleen Thorré, Eric Goris, Alain De Maght, François Carlier, Dirk De Meirsman, Benito De Pelsmaeker, Jan Delsaert, and Bert Witdouck. Special thanks also to our partner Splunk, represented by Dirk De Meirsman and Maarten Dragtstra at the table.