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June 2016 Business magazine for IT-professionals |

How smart is your energy? Dossier

Smart Energy

To attain the 2020 standard, companies and governments are investing in smart responses to the energy issue. More efficient consumption, renewable energy and awareness form part of the solution.


Be part of the Check Point Summer Security Congress on July 7th and hear the latest in Cyber Security Trends and Malware Analysis.

Register via & meet the (international) cyber security experts personally!


“Thanks to CO2-neutral services, you can achieve even better results.” If we want to ensure that our planet remains livable and at the same time meet the rising demand for energy, we have to commit to smart energy. It is essential that we reduce our CO2 emissions. The best way to achieve this is by combining more efficient use of energy with more renewable energy.

applications to align the supply and demand of renewable energy as efficiently as possible.

In the past few years, One has reported regularly on the efforts made by Proximus in the area of green ICT. We are proud that our service provision is now CO2 neutral. We use only green power. In addition, we succeeded in drastically reducing our CO2 emissions, among other things, by better managing our vehicle fleet and making our data centers more energy efficient.

Happy reading!

With our CO2-neutral services, we also help you, our customers, to reduce your own ecological footprint. And that’s just the beginning. Because with these services, you can achieve even better results: via video conferences, so that you travel less, or smart ICT

What can you do to support a smarter approach to energy? And how can we help you? Read all about it in this issue of One.

– Bart Van Den Meersche, Chief Enterprise Market Officer Enterprise Business Unit Proximus


The data race is on In the digital transformation economy, huge quantities of high-quality data fuel innovation. Organizations build large ‘data pipelines’ through which they bring in data to sell externally. In the data stores of IBM, Microsoft, Google, Oracle, SAP and others, all sorts of valuable external data are available at the push of a button.

CIO are becoming Leaders in 3D By 2018 two out of three CIOs will have adopted the Leading in 3D principle in the various phases of their companies’ digital transformation. The three focal points for ICT are: Innovate – ICT as a business partner in stimulating ICTbased innovations; Integrate – ICT to create stable business services via processes; Incorporate – ICT as a reliable and secure service provider.

By 2020, 10% of the attacks on IoT systems will be targeted By 2020 10% of the attacks companies have to deal with will come via the Internet of Things. The challenge is to invest sufficiently by setting aside a budget to secure IoT applications.


SPOTTED | Covão dos Conchos

Covão dos Conchos in Portugal Portal to a new world Near Guarda, Portugal’s highest city, lies Covão dos Conchos, a spillway that is part of the Conchos Dam. Although it was built in 1955, this mysterious hole was a well-kept secret until the start of this year, when it was revealed by three mountain climbers. The 1,519-m long tunnel diverts the water of the Ribeira das Naves to the lower-lying Lagoa Comprida. The Conchos Dam is part of a hydroelectric system built high in the Serra da Estrela mountains.


June 2016

In this issue TALKING HEADS


10  Q+A

The French-speaking Brussels Bar How a secure Wi-Fi network improves the working environment in a historical building.

Ursula L-J Dongmo, Young ICT Lady of the Year 2016 14  In team Christiaan Polet, CIO at UZ Ghent 32  Vision Annemie Depuydt, ICT Woman of the Year 2016 and ICTS Director at KU Leuven 38  Q+A Geert Christiaens, Manager IT Services & Business Processes at the Tienen Sugar Refinery





08  Prepaid

roaming wherever you are in the world 11 Modernized communication network thanks to VoIP technology 16 Your own big data report with Proximus Analytics 39  Fixed Mobile Unification for optimal telephone contact


32 “ICTS KU Leuven will soon host the fastest supercomputer in Flanders.” Annemie Depuydt, ICT Woman of the Year 2016 and ICTS Director at KU Leuven


Smart energy

Researcher Helena Gerard looks ahead to an energy-efficient Belgium, nine managers on the challenges of energy efficiency, infographic on smart lighting technology and Philippe Deconinck, CSR Manager Environment & Supply Chain, on how Proximus saves energy.

06  Accenture

A high-performance formula for mobile telephone and data use 12 T he French-speaking Brussels Bar Adapting the law courts building to the connected world 30 Tour operator Mare Tours Unified communications for optimal telephone contact worldwide 36  Binche A safe city with camera surveillance SCOOP

18  Devices

in the spotlight Huawei P9 Lite and LG G5 29  Read for you ‘Small Data’ 35  Useful apps IFTTT, Multi Measures 2

A publication of Proximus public limited company of Belgian Public Law / Year 10 / Number 27 / Q2 2016 Publisher: Bart Van Den Meersche, Koning Albert II-laan 27, 1030 Brussels Coordination: Charline Briot, Markus Eggermont, Robbin Sacré, Jean-Marie Stas. Contributors: Andrew Beavis, Klaar De Groote, Robert Doran, Davy Goris, Isabelle Latour, Frederic Petitjean, Anneke Stoffels, Dries Van Damme, Frank Van den Branden, Filip Van Loock, Cis Van Peer. Concept and realization: Propaganda nv, Imperiastraat 16, 1930 Zaventem, For more information, contact: Robbin Sacré Nederlandstalige versie: Mail naar om een exemplaar van dit magazine in het Nederlands te ontvangen. Version français: mail à afin d’obtenir un exemplaire de ce magazine en français. The technical specifications are indicative only. Proximus reserves the right to make changes without prior notification. Like to know who your Proximus-account manager is? Surf to


09  Technology

Generating energy with gravity News Ready for 4.5G, top 50 environmentally friendly companies, One research results, Belgian Company Award for Excellence 43  Trigger Why the quantity of data doubles annually 40  Proximus


IN PRACTICE | P  rofessional services company Accenture chooses a

technical high-quality network and business continuity

Mobile bundles at corporate level for Accenture


Mobile data use at Accenture had increased so much that a dynamic solution was urgently needed. It came in the form of a rates bundle tailored to meet the company’s needs: 1,200 individual subscriptions were migrated to a new system at corporate level.


s a worldwide professional services company with a full range of services and solutions in corporate strategy, consultancy, digital, technology and operations, Accenture stands at the crossroads of business and technology. The consultancy firm has to keep its finger on the pulse of the latest digital technologies such as the Internet of Things, analytics and mobile applications.

Mobile operator With a view to optimal service provision in an increasingly mobile world, the need for a more efficient formula for mobile calling and data use was acute, says ICT manager Wim Cuypers. “We were looking for a reliable mobile operator for our own needs and those of the public network, which change daily. With the growing use of smartphones as a business tool in mind, we wanted to be on the right network.” Corporate bundles A search followed for a project partner with corporate bundles for voice and data, but also for national, international and roaming traffic. Proximus emerged as the most suitable partner. The advanced technical network (2G, 3G and 4G), which increases ease of contact for customers, proved decisive. In addition, the Mobile Continuity Services guarantee the necessary business continuity. Number transfers Service partner A&M took care of the implementation. Among other things, this involved sending new SIM cards to 6

Accenture staff, programming the number transfers, telling people about the new services and the actual migration.

Advantages “Previously we had 1,200 subscriptions with individual call and data volumes. The subscription was based on the average use, which was too much for some and too little for others. With the new corporate bundles, everyone can use the volumes actually purchased. They are flexible rather than ‘one size fits all.’ That’s logical, because our staff’s activities change from day to day. Consultants are in Brussels one day and in Amsterdam the next, so their needs change all the time.” Savings A comparison of the mobile costs also shows that the company makes a substantial saving. And the advantage for staff is that they can benefit from the discounts given to Accenture for their private subscriptions, too.

Business benefits • A flexible subscription rather than one size fits all • Shared call and data volumes in line with staff’s changing needs • High-performance 2G, 3G and 4G networks • Better accessibility for customers • Guaranteed business continuity • A significant saving on mobile costs

About Accenture

Accenture’s 373,000 employees provide services in corporate strategy, consulting, digital, technology and outsourcing for companies in over 120 countries and more than 40 business sectors.

June 2016

Wim Cuypers has worked

at Accenture since 1998. Since 1999 he has headed the internal ICT department in Belgium and Luxembourg which is responsible for managing the LAN, WAN, computers and servers.

More info Contact your account manager. Would you like to read more customer testimonials or appear in One? Go to


SOLUTION | Worldwide prepaid roaming

Prepaid roaming

with a work smartphone

A great way to give your staff extra motivation is to offer them a smartphone and a prepaid subscription. It is a gesture that is considered normal in many workplaces. But when your staff take their devices abroad with them to make calls, send texts and surf the Internet the bill can mount up, if the subscription does not include roaming.

Starting gift Proximus now has a new service: Travel Passport Credit, intended for all professional subscriptions without a roaming option or Proximus Pack. It’s very simple: as an employer, you prepare a prepaid account for private use via MyProximus or Business Support and then your staff member automatically receives a standard text message with a link to Reload Online. Via this online application, Travel Passport Credit users can manage the amount that they want to spend on roaming. They can do so using a credit card or via PayPal. So your staff have full control over their roaming budget. Each Travel Passport Credit account that you activate as a company this summer will also receive a starting gift of €5. Topping up online Via the Proximus website – and from September via an app, as well – your staff can easily top up their roaming credit online, even when they are abroad. What is more, in Reload Online they can check, at any time, how much they still have left. The budget remains available for 12 months and the balance is extended by one year every time a new deposit is made. The app or MyProximus


will not be available at launch, so an alternative will be provided via a unique code.

Reachable anywhere, anytime This is clearly a win-win situation: as an employer, you are not charged any extra costs for the roaming services used by your staff, but they will be able to use their smartphone abroad how, where and when they wish, which was not possible before. So they can be reached at all times, as well.

Business Benefits • No financial risk for your company, because there is no roaming bill • Roaming costs kept under control for staff

More info For more information about prepaid roaming, contact your account manager or go to

June 2016

TECHNOLOGY | Generating energy with gravity

when electricity is generated, energy is always lost. The quantity of electricity generated is less than the power needed to restore the potential energy to the object. So there is insufficient electricity left to be used for other purposes, unless energy is added to the system, for example by moving the object manually.

Jean-Marie Stas, Marketing Manager at Proximus

Boeing 737 And there is another problem: it takes 3.6 MJ to create 1 kW hour. That is the energy released when 100 tonnes, the weight of a Boeing 737, falls 3.7 m. That’s why hydroelectric plants can only be built in places where a huge volume of water falls.

The energy issue cannot be summed up in just a few words in 2016. We face challenges concerning generating, transporting, storing and using energy. Jean-Marie Stas, Marketing Manager at Proximus, talks about generating gravitational energy.

Gravity as a

source of energy


here are various ways of generating electricity: coal-fired power plants, nuclear power plants, hydroelectric plants or solar plants. But they all involve risks: they pollute, they are very dependent on natural resources or they are finite. Once used, electricity and fuel never come back.

Potential energy How can we get around the finiteness, the pollution and the dependency? People have long been looking for ways to use the one source of power that is always available to the same extent: gravity. An object that is subject to the gravitational force of the Earth contains potential energy. If that object falls, this potential energy is converted into kinetic energy. Linking the object to a turbine generates electrical energy. Loss of energy Once it has fallen, just as much energy is required to lift the object back up to its original position. The problem is that

Experimenting Gravity supplies clean energy, but a few simple laws of physics prevent its widespread use. There are some fun experiments involving the use of gravity, such as GravityLight: a lamp that is powered by a falling object and that burns for 20 minutes. Just as with an antique clock, the weight has to be pulled back up again. Gravitational waves The first gravitational waves were recently observed, caused by two huge black holes that merged 1.3 billion years ago. The waves are a short-lived, tiny expansion and then contraction of space. This discovery is a major step toward understanding gravity. And who knows? Towards the possibility, perhaps, of manipulating it for use as an inexhaustible source of energy. What now? For the time being, we have to question and reduce our energy consumption. For companies, towns, cities and municipalities, lighting, heating and transport are the big power eaters. Modern resources and technologies, such as the Internet of Things, big data, smart devices and management platforms can be used to optimize energy consumption. In the meantime, there is the hope of one day using perpetual motion to generate power without unwanted side effects.


TALKING HEADS | 7 questions for Ursula L-J Dongmo, Young ICT Lady of the Year 2016

“Audio messages could also become a trend in the ICT world, but the design of the apps Ursula L-J Dongmo doesn’t allow this.” Young ICT Lady of the Year 2016 What is your biggest professional achievement? Undoubtedly receiving the prize for Young ICT Lady of the Year 2016. It’s a reward for my professional career so far. If I look at the biggest professional achievement with my current employer, I would go for the impact I’ve had on the ING ICT team. Since September 2015 traffic-based monitoring has given way to time-based monitoring, and the end-to-end business-services monitoring has increased our capacity to discover incidents. This means that transactions are followed up from beginning to end.

Which brand has your undying loyalty? Personal Ursula L-J Dongmo likes to go out with friends or go to the movies in her free time. When she is alone she reads a Game of Thrones novel or sings. It’s clear that this young woman prefers to keep work and private life separate, because once in the workplace it’s only business that counts. Career  In 2011 Ursula L-J Dongmo became an IT Research Engineer in electronics and microelectronics. She put the completion of her doctorate at the Bergen polytechnic faculty on hold for the time being. She then went to work in the banking sector as Junior IT Consultant at Callataÿ & Wouters (which has changed to Sopra Banking Software in the meantime). In November 2013 she joined the ICT department of ING Belgium. As IT Business Consultant she worked her way up to Supervisor of the Service Operations Center. Recently she received the award of Young ICT Lady of the Year 2016 for her hard work.  Company  ING Belgium offers its customers in the banking sector a broad range of financial products via a distribution channel of their choice. ING Belgium is part of the ING Group, which posted a €4.01 billion profit in 2015.  Employees  ING Belgium employs 9,275 workers, with 2,130 (internal and external) employees working in the ICT department. There are some 52,000 in the ING Group worldwide. The business is active in over 40 countries in Europe, North America, Latin America, Asia and Australia. 10

In my professional world I go rock-solid for Apple. I’m a big fan. All my devices are from Apple, because everything can be simply interconnected. In my free time I choose Michael Kors. I like stylish fashion.

What don’t your coworkers know about you? That I like to sing! At work I come over as fairly serious, but outside my working hours I like to have fun.

How would you describe your job? As a supervisor, I’m responsible for prevention and detection of incidents in critical operating activities. I work together with strategic teams in the ICT department and we design and improve operational processes.

What person or event has significantly influenced your career? Marleen Hulsbosch, Head of Platform Services Incident & Problem Management at ING Belgium. At the time I began to work at ING, she was the person who had confidence in me right away, even before I had proven myself. She saw that I had potential, and people like that also partially determine your career.

What do you think is the most important invention of the past 20 years? Undoubtedly instant messaging like Facebook, WhatsApp and Twitter. You can contact anyone, regardless of location. When I think about it further, instant messaging has become possible solely thanks to the Internet.

What do you think will be the next trend in the technology and ICT world? It has already existed for several years, but I’m convinced that use of video messages will increase sharply. Consumers are going to send fewer and fewer text messages and more video messages, because it’s faster and more efficient. Audio messages are also easy to send, but the design of the applications doesn’t allow this. June 2016

SOLUTION | Modernization of network

Ready for the future with Voice over IP technology Proximus will stop providing ISDN-2 lines at the end of this year. Changing communication means that the demand for network capacity has multiplied. So we are updating our network, using fiberglass and Internet Protocol (IP) as the underlying technology. The end user can only benefit.

More network capacity Not so long ago, most business communication took place by telephone and fax on the analog telephone network. Today, staff hold video conferences and exchange information via instant messaging, virtual meetings are set up with desktop sharing and corporate applications are accessible via the Cloud. Everyone can work everywhere, at any time. The flip side of the coin is that the demand for network capacity has multiplied. New infrastructure To ensure that we continue to offer our customers the best network experience, we are updating our network with IP technology. New fiberglass lines are being installed on a large scale and existing ADSL customers are being upgraded to VDSL and VDSL 2. From the end of 2016, Proximus will no longer provide ISDN-2 lines. But if you’re still using ISDN, there’s no need to worry: Proximus will continue to support this technology. However, line extensions and new connections will be offered in Voice over IP. This means that all communication, both data and voice, is transmitted via one integrated ICT network with redundant capacity. ISDN outdated This update is taking place alongside the trend among manufacturers of network and communication appliances

to convert analog and digital connections in telephone exchanges, for instance, to SIP (Session Initiation Protocol). As a result of this, the current ISDN or PSTN systems will soon become outdated. Now more than ever, a clear plan for the modernization of your own ICT infrastructure is crucial. The updating of your telephone exchange is the ideal time to update your infrastructure and consider consolidating your voice traffic and telephone exchange via IP.

Voice over IP One of the main assets of Voice over IP is the wealth of media communication. VoIP protocols (such as SIP) run on the application layer and can work easily with other applications such as e-mail, web browsers, instant messaging or social network applications. Some examples include delivering voicemail via e-mail, click-to-call on your website or a call button in an e-mail. Your ICT infrastructure is easier to manage, as well. By integrating data and telephone

via IP, you have to maintain only one network. That saves on cost. It also reduces call costs, particularly for international connections, because foreign sites are now placed on the same network. The integration between data and voice can also facilitate the switch to Fixed Mobile Unification. This is a service that links fixed and mobile numbers to one another in the telephone exchange so that you can be reached by phone whichever number you are called on.

More info? For more information, contact your account manager or go to


IN PRACTICE | T  he French-speaking Brussels Bar opts for secure Wi-Fi.

Online lawyers work more efficiently

The Brussels Bar has 7,500 lawyers. Around 4,500 of them are affiliated to the French-speaking section. There are 26 bars across the country.


June 2016

Members of the Frenchspeaking Brussels Bar are always online in the buildings around Place Poelaert after Proximus installed a secure Wi-Fi network with private access.

Stéphane Boonen is a lawyer

and President of the French-speaking Brussels Bar. The president is elected by the general meeting of lawyers and acts as chairman and representative of the French-speaking association.

Business benefits • Secure Internet access via Wi-Fi for all lawyers of the French-speaking Brussels Bar • Free, stable, high-performance connection, even in places where there is no 3G or 4G cover in the law courts building • T ime saved and greater efficiency thanks to access to online dossiers and applications

More info Contact your account manager. Would you like to read more customer testimonials or appear in One? Go to


onstruction of the Brussels law courts building, designed by architect Joseph Poelaert, began in 1866. At the time, the building was the largest in the world. The law courts are still in use today. “We’d like to keep it that way,” says Stéphane Boonen, president of the French-speaking Brussels Bar. “But of course that means, just like every other court building, we have to make sure the law courts are adapted to today’s connected world.”

Project JustScan Digitalization is well underway in the legal profession, too. For instance, there is the JustScan project, which ensures that dossiers are accessible digitally. Another example is, a portal website that allows lawyers to follow court sessions remotely. Because they can see which dossiers are coming up in real time, they don’t have to hang around unnecessarily and can allocate their time more efficiently. “It all happens here, in the buildings around Place Poelaert,”

buildings in the area, including the Court of First Instance, the Commercial Court, the Juvenile Court and the Magistrates’ Court. “It wasn’t easy,” says Boonen, “because the law courts building is listed. Proximus had to consider very carefully where to place the antennae, so that the installation would impact as little as possible on the building.”

Secure Internet access The antennae provide secure Internet access to the areas where the lawyers work. “The big advantage is that all lawyers are now online, so they can allocate their time far more efficiently. The lawyers can follow the progress of the sessions online, so they know what room to go to and at what time.” During the sessions, they now have easy access to digital dossiers and other online information. The French-speaking Bar sees Wi-Fi as the key to better provision of services precisely because the technology en­­ ables greater efficiency and helps prevent time-wasting.

“Secure Wi-Fi is the solution of the future, particularly in a historic building like the law courts.” says Boonen. “So we went in search of a solution that would offer our lawyers a high-performance, stable and secure Internet connection in and around the square.”

Seven buildings It didn’t take long to choose Wi-Fi. “The thick walls mean that 3G and 4G technology cannot be used in the law courts building,” says Boonen. “What’s more, not every lawyer has a device that offers Internet access via these networks.” The French-speaking Bar contacted Proximus – the technology partner of the Federal Justice Department – to roll out Wi-Fi in the law courts and six other

Responsibility The French-speaking Bar took the initiative to invest in the Wi-Fi project without waiting for intervention from the Federal Justice Department or the Buildings Authority. “We understand that Wi-Fi is not high on the list of priorities. But at the same time, we wanted to take responsibility ourselves as part of the reform and modernization of the justice system,” says Boonen. “Secure Wi-Fi is the solution that helps map out the future of a historic building like the law courts.”


IN TEAM | Christiaan Polet, CIO at UZ Ghent

“My glass is just over half full� In a hospital, people are nursed, medical examinations take place, operations are carried out and more. But none of this would be possible without a huge amount of ICT going on behind the scenes. CIO Christiaan Polet at Ghent University Hospital explains.

UZ Ghent in figures One of the biggest teaching hospitals in Belgium





admissions per year


43 ha

operations per year

size of the campus



fixed network connections

wireless network connections

1,820 TB

400 TB

data storage

annual growth of data

June 2016


hristiaan Polet: “ICT is particularly important and it starts even before the patient is admitted or treated here.” Just one example: “A lot of people go onto our website to see which doctor will be treating them, and where they have to be.” Patient registration is computerized, too, with check-in desks that work via the eID. “If the system goes down for just a few minutes, we immediately get queues and a lot of disgruntled patients and staff,” Polet stresses. “Then appointments start running late. And that’s just the reception function. We haven’t even mentioned the hundreds of medical and administrative software applications that run here. No, I can assure you, a modern hospital without high-performance ICT – that doesn’t work."

Four ICT departments As CIO, Polet oversees four ICT departments: Operating applications (accounts, payroll administration, billing), Care applications (the electronic patient dossier, lab and pharmacy software, medical imaging), Infrastructure and Operation (servers, networks and telecom) and Support (service desk and contact center). “The challenge is that all the software applications and systems are linked to one another and consequently they interact,” he explains. “For instance, if the department where a patient is admitted changes, that impacts on the food distribution, medication logistics, patient transport, billing. We live in a digital age: our staff and our patients rightly expect that everything is available straight away, everywhere, all the time.”

“Everything is interconnected, so integrating new applications is a huge challenge.”

Christiaan Polet is a civil engineer in

computer sciences. He began his career at the University of Ghent and, in 2011, transferred to the UZ Ghent as Head of Operating Applications. He has been CIO since June 2015 and he leads about 100 people. In his free time, he likes to go jogging and play mini-football. He is also an AA Ghent supporter.

Integrating applications The fact that all the systems in a hospital are so closely connected sometimes makes integrating new software applications a tricky operation. “It’s not easy at all, and that’s the huge challenge for our team. We don’t often write or develop applications ourselves. We’ve got our hands more than full implementing, integrating and keeping things operational.” Given the high level of specialization required, Polet’s team members are almost all highly qualified. “There’s a wide range of profiles: software engineers, system engineers, network specialists, application managers, project leaders – you’ll find them all here. Profiles like this are obviously in great demand on the labor market, but the staff turnover at UZ Ghent is surprisingly low,” says the CIO. “We offer a fair wage with a good holiday system. Since the economic crisis, I’ve noticed that more and more people are looking for stability in their job. And that’s something we can offer.” Workspace Polet describes his management style as pragmatically positive. “In my view, the glass is usually over half full, but I still have both feet firmly on the ground. I try to coach, but of course, commitments have to be fulfilled, as well. That can only be done by actually going into the workplace yourself. I do that every day. I’m not quick to shut myself off in my office.” 15

SOLUTION | Create your own data report with Proximus Analytics

How can you find out if your store is well situated? Where do the visitors to your event come from? Which nationalities are your customers? All too often we don’t have the precise figures. And yet a false estimate can have serious consequences. On the other hand, extrapolated figures and statistics can give lots of benefits: a clearer idea of your customers or visitors allows you to make better strategic decisions.

Strategic advantage from mobile customer data 16

June 2016

From tourism to government Location data are of great interest to a lot of sectors – tourism and retailers, for instance, but the advertising world, real-estate agencies, events firms and public authorities too. This is why, in May 2016, Proximus launched Proximus Analytics, a user-friendly self-service portal that allows you to quickly and easily create a report yourself, at an attractive price. They enable users to make informed decisions on the right location for a company, a restaurant or a residential building project, because you can find out how many people go to a certain place. What is the commuter traffic like and what journeys do people make in their free time? Where do the passers-by in a particular area live and work? How many people visit your event or your district? Where do they come from, which access routes do they use and where do they stay overnight? All these are crucial questions that help you formulate or adjust your strategy.

Business benefits • New insights into your customers and their behavior • Fast, objective and accurate data collection • M ore efficient promotion and improved service provision • User-friendly portal for affordable reports

In practice One good example is that of Walloon Brabant, where they use Journey Analytics to map out the traffic. This enables the policy makers to better organize traffic in the province. Westtoer and recently undertook a pilot project with Proximus Analytics to find out the number and origin of tourists in the region. Westtoer wanted to estimate how many day-trippers visit the coast. Toerisme Vlaanderen used Event Analytics to find out which districts those who attended the commemorations of the First World War came from. were able to count the number of national and international visitors at around 10 top tourist locations in Brussels, such as the Grand-Place and the Atomium, without including nontourist traffic, i.e. residents and people who work in Brussels. What’s more, found out the average duration of visits to each location and where the visitors spent the night.

Self-service portal Of course, it has been possible to collect customer data and manually compile reports for a long time, but this is often tedious, time-consuming or too expensive. At the moment, users can benefit from ‘freemium,' which lets them prepare reports for free until September. The new portal includes various options: Visitor Analytics to analyze visitors to a given location, Event Analytics to analyze visitor numbers and profiles at events, and toward the end of 2016 we will be adding Journey Analytics to analyze journeys. Privacy guaranteed The data on locations and their visitors come from the mobile and smartphone traffic on the Proximus network. Big data analyses are carried out only when there is a user group of at least 50 people. The data are anonymous, of course, and no individual information is used, so the privacy of your customers or visitors is always protected. Creating a report in six stages 1. Go to the MyAnalytics application and register 2. Enter the location, the required period and the visitor profile 3. Confirm the configuration and click on Order 4. You will receive an e-mail confirming your order 5. Within 24 hours, you will receive a second e-mail to say that your report is ready 6. Go to your personal MyAnalytics environment, where you will find your report

More info For more information about Proximus Analytics, contact your account manager or go to


SCOOP | Devices in the spotlight Huawei P9 Lite

Little brother holds its own The P9 Lite is a great telephone for those who don’t want to shell out for the Huawei flagship but would still like many of the features of the top model in the series, the P9. This is a very thin device with a 5.2˝ screen and full HD-resolution, which still fits in your trouser pocket. The metal casing comes with a white, black or gold finish. The competitive price makes this an attractive device, too. The P9 Lite runs on Android 6. It has 16 GB of storage space and can hold two nano SIM cards. If you don’t need both, you can use one slot to expand the memory using a micro-SD card. The battery has a capacity of no less than 3000 mAh. Another handy feature is that the fingerprint sensor on the back works no matter what way you touch it. Processor: Quad-core Cortex 1.7 GHz Operating system: Android 6.0 Marshmallow Memory: 3 GB RAM; 16/128 GB storage, micro-SD slot

Screen type: 5.2˝ IPS LCD touch screen Screen resolution: 1080 x 1920 pixels Dimensions: 147 x 73 x 8 mm Weight: 147 g

Connection: 4G LTE, Wi-Fi 802.11n, NFC Bluetooth: 4.0 Camera: 5 MP, 2 MP front camera, LED flash Extra: USB 2.0, GPS, light sensor, proximity sensor, tethering

The P9 Lite lacks the double Leica cameras of its big brother, the P9, but it costs less than half the price. So it’s a great buy with lots of up-to-date features, including the fingerprint sensor. LG G5

A modular hit The LG G5 is a premium smartphone based on the latest Android OS. Its wide-angle lens and laser autofocus make it great for taking photos and filming. Another very handy feature is the always-on display. This means that the most useful information remains permanently visible on a slightly dimmed screen. So you don’t need to tap the screen to quickly check the time or see new messages or missed calls, but the device still uses very little power. The battery in the modular G5 can be changed despite the aluminum casing. The underside clicks off, which means you can add extra modules yourself. A camera module is already available with physical push buttons, a wheel and an extra battery, plus a Bang & Olufsen Hi-Fi DAC.

Processor: Qualcomm Snapdragon 820 Operating system: Android 6.0.1 Memory: 4 GB RAM, 32/200 GB storage, micro-SD slot Screen type: 5.3˝ IPS LCD touch screen

Screen resolution: 1440 x 2560 pixels Dimensions: 149 x 74 x 8 mm Weight: 159 g Connection: 4G LTE, NFC, Wi-Fi 802.11ac, USB 3.0, IR Bluetooth: 4.2

Camera: 16 MP wide-angle lens, 135°, laser autofocus, LED flash, 8 MP secondary camera Extra: micro-SD, Corning Gorilla Glass 4, geo-tagging, fast battery charging

The LG G5 is a high-end smartphone that stands out thanks to its lovely finish, always-on screen and the option to add extra modules.

Visit or go along to a Proximus Center to choose your new mobile device. 18

June 2016


Smart energy Interview

Helena Gerard, Senior Researcher at VITO/EnergyVille, examines the future of energy efficiency in Belgium.

20 Consumers and companies need to change their behavior… 90 minutes

Saving energy starts with a smart approach.

22 Infographic smart light

SMART light

Smart light is trendy, hip en het verbruikt een pak minder dan de traditionele verlichting. Hoe gaat u slim om met lichttechnologie?

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Op toilet is er een bewegingssensor waarbij het licht zonder trigger uit blijft. Veel licht is in deze omgeving overbodig.



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Kies de juiste combinatie tussen verschillende elementen: van lichttechnologie (LED), over het juiste design (breed of smal), tot sensoren en een intelligent beheerplatform.


Geef meer licht en verminder toch uw energieverbruik, dat is smart light. Maar het is wel meer dan enkel een LED-lamp indraaien.




How do you use smart lighting?

Als ICT-verantwoordelijke is het uw taak om met een juiste kennis van zaken uw onderneming zo energievriendelijk mogelijk te maken.


Tijdens een operatie moet er helder en wit licht op één punt schijnen. Een voice interface laat de aansturing van het licht toe.

De waarden in deze infografiek dienen ter indicatie.

Juni 2015 Businessmagazine voor ICT-professionals |


Haal meer uit uw verkoopkanalen

In de praktijk Sinds de medewerkers van hulplijn Awel oproepen van overal kunnen beantwoorden, is het aantal vrijwilligers met 50% gestegen.

In een fabriek bepaalt een timer het licht. Vanaf de ochtendshift de late shift is de omgeving verlicht.


Uw winkel, zijn koninkrijk? Hoe blijft u in deze digitale wereld dicht bij uw klanten? Uw klant is veeleisend, vormt zich snel een mening en deelt die via sociale media. Hij shopt on- en offline. Kortom, de aandachtsboog is bijzonder kort. Stel niet uw product of dienst voorop, maar zet de klantenbeleving centraal.









Philippe Deconinck, CSR Manager Environment & Supply Chain at Proximus: “We deliberately opt for flexible working hours so that we need less office space.”

: 50 WIT

Over to the expert

Een zebrapad m over één bepa plek voldoe verlicht wor Door een lichtse springt de verlich ‘s nachts



… not just by switching to green power, but also by deploying energy-saving solutions.


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Op een parking kan de verlichting vanop afstand aangestuurd worden, via videobewaking of sensoren.




Verschillende sensoren laten individuele verlichting toe. De gangverlichting werkt met lichtsensoren waarbij verlichting na sluitingstijd uitgaat.





Het licht springt aan bij het binnenkomen van de vergaderzaal. Verschillende voorpogrammaties kunnen worden gebruikt voor verschillende situaties.






Proximus_ONE_Q2-2015_NL_10.indd 1



DOSSIER | Interview with Helena Gerard, Senior Researcher at VITO/EnergyVille

The energy revolution concerns everyone

EnergyVille carries out research into sustainable energy and smart energy systems. It combines the expertise of VITO, imec and KU Leuven. “We work out practical applications for companies and public authorities,” says Helena Gerard. The Senior Researcher at VITO/EnergyVille looks ahead to new standards in energy efficiency and sustainability in Belgium.

What is the general position as regards smart energy in this country? Helena Gerard: “The 2020 standard remains the main starting-point. In 2007, Europe made a commitment to achieve three goals by 2020: a 20% reduction in CO2 emissions compared to 1990, 20% more energy efficiency compared with status quo forecasts for 2020 and a 20% share of renewable energy. The 20-2020 goals apply to the whole of the EU. For Belgium, Europe set the following targets: a 15% fall in CO2 emissions, an 18% increase in energy efficiency and a 13% share of renewable energy. However, the efforts being made were rather overshadowed by the economic crisis. In the past few years, it has become clear that we need a real energy revolution.” In other words, it’s not enough to fit photovoltaic panels and put up wind turbines. What does this revolution involve? Helena Gerard: “In the past, the energy supply was linear and predictable. Conventional electric power stations generate power in line with demand. But it is difficult to predict the generation of wind and solar power. So the supply is variable compared with demand. To absorb the difference between supply and demand – for instance when there is no sun or wind – you still need conventional power stations. But they have to generate less power, more cheaply and far more flexibly. What’s more, you can’t just keep switching


conventional power stations on and off. It’s not cost-effective and so suppliers have shut down such power stations, temporarily or otherwise. Consequently, reports pop up in the news about possible energy shortages.”

So should we bring the old power stations back into use? Helena Gerard: “Not necessarily. The structural solution lies not with supply, but with demand. We have to reverse the roles. Demand needs to follow production. That’s the real revolution.” How can you do that? Helena Gerard: “We need to make the demand for energy flexible and give this flexibility value. Those who are flexible at peak times during the day – and, for instance, can reduce some of their energy consumption for a couple of hours – should benefit from doing so. Schemes like this already exist for large companies. It’s more difficult, though, to apply them to families and small companies. The energy volumes involved are far smaller. We are seeing a new role emerging here. Aggregators are new players who combine the energy volumes of families and small companies and can thus get a certain amount of value from flexibility in these volumes. In the context of 2020, a great deal has been invested in wind and solar power. The supply is there. But the challenge is still to find a solution to steer and guide demand.

June 2016

The development of applications that make it possible to store energy, such as bat­teries, is particularly interesting in this respect. After all, such applications enable us to bring demand and supply more into line with one another and lead to a fall in the use of the electricity grid. As regards the share of renewable energy, Belgium is already doing well, although additional investment will be necessary, particularly if a number of planned large-scale biomass projects ultimately don’t go ahead. More efforts need to be made regarding energy efficiency and the reduction in CO2 emissions by 2020.”

What’s on the agenda after 2020? Helena Gerard: “Regarding the European climate and energy targets for 2030, Europe renewed its commitment in 2014. The targets here are 40% less CO2, 27% more energy efficiency and 27% more renewable energy by 2030. What’s more, Europe confirmed these goals in the Paris global climate agreement – the successor to the Kyoto treaty. In addition, there is a roadmap for 2050, which proposes a CO2 reduction of 80-95% compared to 1990.”

Helena Gerard studied commercial engineering and began her career with Engie Electrabel in 2008. Since the end of 2014, she has worked as a senior researcher at VITO (Flemish Institute for Technological Research). Through this role, she has become involved in the development of EnergyVille – a cooperation project between the energy specialists at VITO, imec and KU Leuven.

2050 seems a long way off but, in fact, it’s a relatively short period in which to change our whole way of living and working. Helena Gerard: “That’s right. In addition, there are two developments that are working against each other. On the one hand, we want lower emissions, more efficiency and a larger share of renewable energy. On the other hand, we know that our energy needs in 2050 will be greater than they are today. So it is important to include sustainability and efficiency in the mix. And the energy market has to develop as well, through more flexible solutions from the network operators, through the activities of aggregators, but also through the development of new business smart meters, and smart devices. Consumers need to be more aware of their energy consumption, too. Everyone is involved.”


DOSSIER | 9 managers round the table

90 minutes

on smart energy The first steps towards lower CO2 emissions, greater energy efficiency and using more renewable energy look easy. To do better in the long term, we have to invest in a new, smart approach. But first of all, we must create greater awareness among consumers and companies.


June 2016

energy consumption is secondary, because we are switching to renewable energy.” At Colruyt, sustain­ability has long been high on the agenda. “Our first wind turbine came into operation in 1999,” says Saartje De Boever, Advisor Business Economics & Policy at Colruyt Group. “We’re involved in wind farms, and we also install solar panels and work with alternative fuels.” All this contributes to a sustainable business model. But many companies don’t yet feel ready for it. “NOMBA – not on my balance – is a problem,” says Philippe Dedobbeleer, Director at Belfius and member of the board at Belesco, the Belgian federation for service providers in the energy sector. “All too often, companies still leave energy projects to one side.”


o find out where you can improve energy efficiency, you must take stock of the existing situation. “So we published a thermographic map of the city,” says Lieven Dehandschutter, Mayor of SintNiklaas. “On it, everyone can see how well or badly their home is insulated.” In addition, Sint-Niklaas encourages electric cars. “And we are systematically switching to LED lighting,” says Carl Hanssens, a municipal councilor in charge of mobility and the local economy. “That brings considerable savings.” If you want to deal more efficiently with energy, you need practical solutions. “It’s important not to be obsessed by the risks involved in new things,” says Peter De Pauw, Head of Business Development & Strategy at Eandis. “After all, not em­bracing new developments involves risks, too. The energy sector is evolving at lightning speed. You have to react quickly so as not to miss opportunities.”

Lack of clarity “The most important thing is clarity,” according to Professor Ronnie Belmans, CEO of EnergyVille, the cooperation initiative between energy specialists at KU Leuven, Imec and VITO. “There must be clear ambitions, at the lowest possible social cost and with the most con­ venience for the user. The main objective is to reduce the CO2 emissions. Lowering

Changing behavior Many families and companies have already switched to photovoltaic panels. The use of heat pumps is increasing, too, and more wind turbines are continually being erected. But the big challenge lies not so much in the production of energy, but with the user. “The production of solar and wind energy is volatile,” says Peter De Pauw. “Users are going to have to follow the availability of the energy, whereas conventional power stations match the supply to the demand.” Local energy storage is a possible avenue, but it’s not yet an immediate solution – certainly not on a large scale. “So there is a real need to cut down on energy consumption,” says Frank Geets, a board member at the Vlaams Energiebedrijf, the organization tasked with reducing energy costs in the public sector. “It’s misleading to say you don’t have to use renewable energy economically. To achieve the 2030 goal – a 40% reduction in CO2 emissions – we really will have to adjust our behavior. Not just by switching to green power, but also by deploying energy-saving solutions.” Use smart plans But where are we today with these smart applications? Are they mature enough yet? And are we investing in the right things? “There is still a gap between hype and reality,” says Kris Van Daele, CEO at Fifthplay, a Belgian developer of smart solutions


One Magazine invited nine managers from the Belgian business world and public sector to discuss smart energy.

Lieven Dehandschutter

Mayor of Sint-Niklaas “We are focusing on three things: heating, lighting and transport.”

Carl Hanssens

Municipal Councilor in charge of mobility and the local economy in Sint-Niklaas “We are busy investing in energy-efficient public LED lighting.”

Philippe Dedobbeleer

Head of Product Management at Belfius and board member at Belesco “All too often, companies still leave energy projects to one side. Nevertheless, a project with an ESCO - an energy service company - can produce ground-breaking results.”

Peter De Pauw

Head of Business Development & Strategy at Eandis “At the core of the matter is knowing and deliberately choosing when you use what. The smart meter plays a key role in this transition.”

Ronnie Belmans,

CEO of EnergyVille “T here must be clear ambitions for energy: at the lowest possible social cost and with the most convenience for the user.”

Saartje De Boever

Advisor Business Economics & Policy at Colruyt Group “We use wind power to produce hydrogen, which is then used as fuel for the forklift trucks in our warehouses.”

Jochen De Smet

Energy Consultant in Minister Tommelein’s office “A lack of knowledge at SMEs about the possibilities and advantages is often a barrier to investing in energy efficiency.”

Frank Geets

Administrator General of the Flemish Government Service Company and a board member at the Vlaams Energiebedrijf “We need to cut energy consumption. That’s why we are planning to reduce the number of data centers from 50 to five.”

Kris Van Daele

CEO at Fifthplay “S aving energy starts with thinking intelligently. By doing that, you can easily reduce consumption by between 10 and 15%.”


DOSSIER | 9 managers round the table

“In the field of energy, everything evolves very rapidly. We must be careful not to miss chances". – Lieven Dehandschutter, Mayor of Sint-Niklaas

and a subsidiary of the Niko Group. “People planning a new home today may not move in for two years. Deciding on technology now is very difficult. A solution today will be hopelessly out of date in two years.” Smart solutions not only have to help consumers and companies use less but also, and above all, help to plan usage at different times. “It’s about bringing demand and supply into line with one another,” says Saartje De Boever, “and at the same time responding intelligently to an imbalance. There’s no lack of potential. For instance, we use wind power to produce hydrogen, which is then used as fuel for the forklift trucks in our warehouses.”

Barely 150 responses At the core of the issue is a lack of insight. Smart meters can record energy consumption over time. Peter De Pauw: “Apart from these smart meters, consumers today are hardly given any incentive to adjust the volume and time of their consumption.” What’s more, energy costs are relatively low. “So consumers and companies have little enthusiasm for making energy consumption more efficient,” says Jochen De Smet, energy consultant in Minister Tommelein’s office. “A lack of knowledge about the advantages of possible solutions is often a barrier to investing in energy efficiency.” That lack of knowledge was clearly shown when 30,000 families in Zeeland were given the opportunity to have a smart meter fitted in their home virtually free of charge. The campaign yielded barely 150 responses. So it all starts with awareness, because as long as consumers and companies don’t know what the benefits are, they don’t show any interest.

Role of government The sector is looking to the government to create this awareness. “There’s no lack of incentives,” says Frank Geets. “Anyone who builds or converts can count on a lot of support, including help with installing a heat pump or photovoltaic panels.” There is always room for improvement. 24

June 2016

“Perhaps there are too many incentives these days,” says Ronnie Belmans, “and it’s all a bit too obscure. What we really need, above all, is simplicity, so that consumers can come on board easily and at the same time benefit from greater comfort and smaller bills.” Meanwhile the transition in the energy landscape will continue to gather pace, quite apart from government initiatives. “Compare it with the rise of the drone,” says Kris Van Daele. “The devices came first, and the regulations followed. That’s where we’re going with the energy sector, too. Everything is evolving far too quickly for this.”

“A nation that can't control its energy sources can't control its future.” – Barack Obama

Perspective on wind turbines

Conclusion As energy requirements continue to increase – for ICT and electric cars, among other things – there is an urgent need for greater energy efficiency. But a real revolution in energy consumption calls for a change in behavior. Before that comes, there is still a great need for awareness, among consumers and companies.

Your opinion matters! Would you like to respond to this round-table discussion? Go to or tweet @proximusEnt

Total number of wind turbines in Belgium 698 Flanders: 387

In total that’s 918,000 households, or almost 30% of households in Belgium.

Wallonia: 311

Among European countries, Belgium ranks about average in the number of wind turbines in operation. A survey conducted by APERe – a Walloon-based sustainable energy organization – showed that at the end of 2015 the country had a total of 698 large-scale wind turbines. Flanders has 387 wind turbines and has recently surpassed Wallonia in terms of energy produced in this way, at 809 MW. This is enough to supply power

to around 490,000 Flemish families. Eighty-seven new turbines were built in the north of Belgium in 2015. In Wallonia the figure was 29. In the south of the country there are 311 wind turbines, generating 708 MW and supplying energy to 428,000 households. Source: w Figures from a research of APERe, a Walloon organization on sustainable energy.

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INFOGRAPHIC | Light technology






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As an ICT manager, your task is to gather all the facts and make your company as energy efficient as possible.


Choose the right combination from among various light technology elements (LED), the right design (broad or narrow), sensors and a smart management platform.

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Smart light means giving more light yet reducing your energy consumption, but it involves more than just fitting an LED bulb.

Operating theater

During an operation, bright white light must shine on the operating table. The light is guided by a voice interface.





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The light comes on when people enter the meeting room. Different presets can be programmed for different situations.

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Sensors enable customized individual lighting. The corridor lighting is controlled by sensors, and the lights are switched off after closing time.

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The values in this infographic are given for information purposes.



June 2016

Smart light is fashionable and uses a lot less power than conventional lighting. How do you deal with light technology?


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Thanks to a movement sensor in the toilet, the light stays off until there is a trigger. A bathroom does not require a lot of lighting.



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K Production facility

In a factory, the lighting is controlled by a timer. The environment is lit from the early shift to the late shift.

Zebra crossing








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A zebra crossing must be sufficiently lit for safety. A light sensor switches the light on at night.



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In a car park, the light can be controlled from a distance using video surveillance or sensors.


Car park


DOSSIER | Over to the expert: Philippe Deconinck, CSR Manager Environment & Supply Chain at Proximus At Proximus, smart energy refers to two fields. On the one hand, the company is taking a whole series of measures to use energy more economically and more efficiently. On the other hand, Proximus offers solutions that also contribute towards its customers’ energy goals.

Further improvement in energy efficiency


n 2007, Proximus undertook to attain an ambitious goal. That has now been achieved. Today, as a company, we produce 70% less CO2 than we did in 2007. We have succeeded in reducing our energy consumption for the seventh year in a row. In 2007, we analyzed where we were and drew up a plan. Most of the emissions from our company still come from our company cars. Proximus runs a fleet of over 7,000 vehicles, including vans and company cars. We also manage a great many buildings – not just offices, but also datacenters and technical sites for our network – all of which need electricity and/or heating.”

Philippe Deconinck is CSR Manager for the Environment and Supply Chain at Proximus. He is supporting Proximus with its transition to a sustainable and green business.

“Proximus is working towards greater energy efficiency: energy consumption has now fallen for seven years in a row.” 28

Mobility budget “To reduce the carbon footprint of the fleet, we deliberately choose more energy-efficient cars. Today the fleet is made up of four car makes that meet our energy-efficiency criteria. Meanwhile, fuel consumption by the fleet has fallen by a quarter. To achieve even better results, we also closely monitor the evolution of alternative fuels and drive systems. And our staff mobility budget is more flexible, as well. 1,600 staff members have now given up their parking spaces. They drive or cycle to the station and come to work by public transport.” Smart cooling “In our datacenters major energy projects have been running for quite some time. Among other things, we now use virtualization, which means that we need fewer physical machines. In addition, smart cooling saves a lot of energy. For instance, we use outside air to cool the datacenters and network centers. We recover the heat generated in the datacenters at Evere and Mechelen to heat the adjacent buildings.

Further improving our energy efficiency remains a challenge. On the one hand, we do that by looking critically at the need for buildings. The expectation is that by 2020 we will be able to consolidate far more and the technical premises we need will fall by up to a quarter given the migration to a simpler, high-tech broadband network. In the buildings that we keep, we are focusing as much as possible on energy efficiency. In the Proximus Towers in Brussels, for instance, we have made the lighting more energy efficient. We have also opted for a system of flexible working hours so that we need less office space. In addition, we carry out thorough quality controls in all our buildings. We check for consumption figures that deviate from the norm. There are regular audits that indicate possible leaks or spillages. With the proper measures, we can rationalize energy consumption here, too.”

Eco-footprint “When purchasing electricity, we opt for totally renewable energy. For that matter, as of 2016, we are a climateneutral company as we continue to work on energy efficiency and offset the CO2 emissions that we cannot reduce. So the services that we provide to customers – ranging from telephony to managed services in the datacenter ­­– are always CO2 neutral. Apart from that, we also offer services that help customers to reduce their eco-footprint. I’m thinking here, among other things, of our economical TV decoders. These devices now use 14% less energy than in 2014. Finally, via tele- and videoconferences, we help companies lower their travel costs.”

June 2016

SCOOP | Read for you

Why should you read it?

What is it about? Big data is one of the main business trends. Companies and marketers intend to disentangle gigantic quantities of data in search of the newest hype and fashions. But what if big data is missing the ball and the real signs of new trends are there for the taking? Martin Lindstrom reassesses the importance of small data: a discussion with a customer, a simple observation. The smallest hint can lead to a big insight for your business.

‘Small Data’ is a highly amusing succession of unexpected consumer insights. Lindstrom has collected them from around the world: how did a worn-out sneaker make Lego a global brand again? How did one toy bear help transform 1,000 stores of a fashion chain? And what influence did a Russian refrigerator magnet have on an American supermarket chain? In small, personal details he reveals the seeds of new trends that can have an enormous impact on businesses.

Small Data

The tiny clues that uncover huge trends How global trends hide in small clues

About the author

About the book

Martin Lindstrom is a world-renowned marketer who has already written six bestsellers on the mechanisms that drive consumers to buy. His best-known works are ‘Buyology’, ‘BrandSense’ and ‘Brandwashed’. The Dane is a popular guest on the speakers’ circuit and writes columns for, among others, ‘Time Magazine’ and the ‘Harvard Business Review’.

In this book, Martin Lindstrom is a sort of modern Sherlock Holmes who goes nosing around in the kitchens, bathrooms and bedrooms of consumers on behalf of major brands.

 ith his investigations he helps his clients launch a new product or W studies why a certain brand has fallen out of favor.  ho would have thought that many people buy a robot vacuum cleaner W in the first few months after a pet has died?  indstrom’s work lies at the crossroads of marketing, anthropology and L ethnography, and offers a remarkable look into how ordinary people relate to brands and products.


IN PRACTICE | M  are Tours relies on Avaya Unified Communications in the Cloud for optimal telephone contact

Calling without borders

Good telephone contact for customers and smooth connections between the regional branches – these are things any aspiring travel agency can’t be without. The old system using outside lines and separate telephone numbers was expensive and awkward. So Mare Tours opted for Avaya Unified Communications in the Cloud. Proximus took care of the implementation and programming.

About Mare Tours

Established in 1985, Mare Tours soon grew into the third-largest player on the Belgian tour operator scene. The company has 18 branches, its own call center and 48 staff. That makes it the largest independent chain of travel agencies in the country.


June 2016

“In the past each office was an island, with its own lines, its own numbers and its own answering machine.” Marie Jeanne Vancamp established Mare Tours on 5 November 1985. Before

that, she spent five years gaining experience with other tour operators. First as a guide and then in a travel agency. Her husband joined Mare Tours later on as a shareholder. In 1999, Thomas Cook took a 49% holding in the company.


are Tours is Belgium’s largest chain of independent travel agencies. “With 18 offices, being able to make contact by telephone is very important,” says CEO Marie Jeanne Vancamp. “Not only do customers have to be able to reach us quickly and without too much difficulty, but in-house communication needs to be smooth, as well.” That was the problem. “Until three years ago, every Mare Tours office had analog lines, with separate telephone numbers and answering machines, and rented switchboards to hold it all together,” Vancamp explained. “Each office was really an island on its own. For example, if one office unexpectedly didn’t open, it was difficult to transfer the phone calls to another branch.”

Lower costs The cost price was high, too: in-house communication took place using external lines and so it all got charged. “We’d been Proximus clients for ages and they suggested the Unified Communications in the Cloud concept,” said Vancamp. “We liked the idea straight away: it offers far more possibilities. At the same time, the costs should fall sharply and we have a clear overview of the monthly costs per user.” Drawing up an inventory and installation During preparation for the installation, a full inventory was taken of the telephone system: what lines are there? What routers? What switches? What capabilities does the front desk need that the back

office doesn’t? “Then it was all installed and configured,” Van Camp recalls. “As a test case, we started with our smallest office. It took a while before we got round all the branches. Not only because the installation was fairly extensive, but also because the staff had to be trained.”

Smooth cooperation We didn’t do a huge market survey to choose a provider. Proximus was the only suitable candidate. “Our telephone network had been cobbled together with bits and pieces over the years,” she says, laughing. “Proximus knew exactly how it all hung together. If another supplier had had to start from scratch, the transition would have taken a lot longer.” When you switch to a totally new installation, you often have to pay your dues and that was no different here. Vancamp: “At first we had a few teething problems, and that’s quite normal. But Proximus sorted them all out very promptly.” The advantages The advantages of the system soon became clear, too. “Our costs fell spectacularly. The investment paid for itself in less than a year,” says the CEO. “We no longer rent any devices and the external lines have gone. We can be reached far more efficiently and quickly and we have a lot more technical capabilities. Proximus takes care of all the system programming, too. We don’t have to worry about that any more. And if something goes wrong somewhere, we have one central point of contact for our whole network.”

Video communication There are other features that Vancamp is looking into for the future. “Suppose a customer comes into the office in Aalst and wants to book a trip to Thailand. I can see a time when our Thailand specialist, who is over in Mol, can explain things to them via video communication. The capability is there, so why shouldn’t we use it?”

Business benefits • ROI of less than one year • More efficient telephone communication • No more programming worries because Proximus takes care of management • Space saved: no more separate switchboards for each branch • Better service: one central point of contact for the whole installation • Ready for the future (video calling)

More info Contact your account manager. Would you like to read more customer testimonials or appear in One? Go to


VISION | A  nnemie Depuydt, ICT Woman of the Year 2016 and ICTS director, KU Leuven

Annemie Depuydt

studied geography and IT at the KU Leuven. Since 2008 she has headed the ICTS (ICT systems), division, which provides ICT services for the university and colleges of the Associatie KU Leuven. ICTS is the unified ICT department of the university that combined the two historical ICT units, the computer center and the operational ICT department. Annemie Depuydt leads a team of 230 staff members.

“A CIO can never sit back and do nothing” The arrival of a supercomputer, the development of solutions for e-learning and the migration to SAP HANA: these are just some of the ICT projects currently underway at the KU Leuven. “Despite all the technology, in ICT you always have to put people center stage,” says Annemie Depuydt, ICT Woman of the Year 2016 and ICTS director at KU Leuven.


June 2016

“Open communication about ICT makes everyone stronger. The competitive advantage of a company doesn’t lie in the use of a particular network technology or a piece of software, does it?”


nnemie Depuydt is a onecompany woman. The ICTS (ICT systems) director comes from Merkem, in Westhoek. She studied at KU Leuven and then began working there, first as a programmer-analyst and later as a project leader. Since 2008, she has headed the ICTS division. “The university offers a fascinating environment for working with ICT,” she says. “Not only is technology constantly evolving, but so is the organization in which we work.” For instance, the past few years have seen the integration of various colleges from the Associatie KU Leuven. “This was a long process that presented many ICT challenges, including in terms of teaching environments and administration.”

Supercomputer Annemie Depuydt’s ICT team not only manages administrative applications and infrastructure, it also takes care of the ICT facilities that support education and research at the universities and colleges. “We will shortly be home to the fastest supercomputer in Flanders, among other things,” says Depuydt. The supercomputer is an initiative of the

Flemish Supercomputer Center – a joint project of the five Flemish university associations – and is housed in the datacenter at the Leuven university. “The supercomputer allows us to offer our researchers, as well as start-ups and businesses, access to huge computing power. Among other things, we want to support developments in big data, the Internet of Things and all sorts of simulations.”

International reputation The university ICT team is currently focusing a great deal on new e-learning solutions, too. “A huge procurement contract is underway for video streaming and recording. The aim is to provide footage for students during their classes – whether conventional or online – that they can watch again later.” KU Leuven ranks among the international leaders in online education. The university is part of the edX project at MIT and Harvard. This provides a platform for online classes, given free of charge by the most renowned universities from all four corners of the world. “It is a great way of establishing a global profile for your university,” says Depuydt. “Millions of students use edX to look for information.” The university is now taking its first steps in the development of MOOCs (massive open online courses) for edX. “Professors and researchers provide the content, but the ICT department acts as project leader and is responsible for the platform.”


VISION | Annemie Depuydt, ICTS director, KU Leuven

“Annemie Depuydt is ICT Woman of the Year: in a complex organization like KU Leuven, only a strong personality can maintain harmony." – Data News jury

Maintaining harmony During Easter weekend, the university ICT department migrated to SAP HANA. “The availability of in-memory computing creates new possibilities,” says Depuydt. “We completed a lot of this project ourselves, so now we serve as a reference for other universities and colleges.” The rapid succession of farreaching ICT projects at KU Leuven did not escape the notice of the Data News editorial team, either. The ICT specialist publication named Depuydt ICT Woman of the Year. In a complex organization like KU Leuven, only a strong personality can maintain harmony, the jury’s report said. “To be honest, I was amazed to be nominated,” Depuydt says, “but obviously, it’s wonderful. I received lots and lots of congratulations and great reactions. And of course I support the initiative because it helps make women in ICT more visible.” Depuydt sees two problems here. “There are few women in top positions in ICT. The inflow is small, so there is little through-flow. What’s more, the few women there are flow through less than men.” She herself has never had any problem working as a woman in a male-dominated sector. “You have to let women talk about ICT, not about the fact that they are women. That’s the best way to bring more women into the sector.”

4 tips from Annemie Depuydt


ICT is about people

“However technical ICT may sometimes seem, basically it’s always about people. This is a starting point you should never lose sight of as CIO. Ultimately, people – users of an ICT service – are always at the center of what ICT does."


You can’t just hope for the best

“Anyone who thinks you can just hope for the best is mistaken. As CIO, you can never just sit back and do nothing. You have to follow the market closely, make sure you keep up. You don’t necessarily have to be a major innovator in every field, but you at least have to keep an eye on things and make sure you don’t get left behind.”


Bring business and ICT into line with one another

“Business and ICT don’t always speak the same language. Sometimes ICT is guilty of using technical terms and difficult acronyms. That needs to stop! The CIO has to explain in practical terms where the added value of a piece of technology lies. It’s a matter of translating for business.”



Ensure open communication

“Communication is very open between universities, both within Belgium and with institutions in other countries. There are lots of user groups, and we meet one another at user conferences. We share a lot of information and discuss our experiences. University CIOs come to us on reference visits, and we go to them. This exchange makes everyone stronger. All too often, I see company CIOs shy away from an open attitude like this. But there is no need for that. The competitive advantage of a company doesn’t lie in the use of a particular network technology or a piece of software, does it?”

June 2016


Smart systems learn to cooperate The average home contains a lot of home automation but there is little likelihood that your smart thermostat, your wireless music system and your alarm system with smoke detectors and surveillance cameras are all from the same manufacturer. That sometimes makes it difficult to get them to talk to one another.. This is precisely what IFTTT excels at. The abbreviation stands for'if this, then that'. It’s a user-friendly Internet service with accompanying apps for iOS and Android. With IFTTT, you can quickly make ‘recipes’ so that all sorts of electronics automatically work together. For instance, your thermostat can easily be switched on automatically when you are nearing home, or the garden lights can be turned on when the sun goes down, but not if it’s raining.

With IFTTT, you program actions that kick in in response to predefined triggers or conditions. The service even reacts to an e-mail or the contents of a tweet. Multi Measures 2

Measures everything It’s amazing how many sensors an average smartphone contains. The accelerometer, GPS (sat nav), height gauge and light sensors all fulfill a specific role in the operating system. But with the help of Multi Measures, you can also use the sensors as measuring instruments. The latest version of this app contains no fewer than 14 measuring

applications. For instance, your microphone suddenly becomes a decibel meter. Depending on the sensors in your smartphone, it functions as a seismograph, a compass or even a metronome. It can even use the magnetic sensors as a teslameter to detect cables buried in the wall.

Applications such as a ruler and an advanced stopwatch are there, too. Multi Measures 2 is an all-in-one digital version of a Swiss Army knife.


IN PRACTICE | Camera surveillance in Binche

An extra pair of eyes for the police During the Binche Carnival, the Gilles are the center of attention. Behind the scenes, the police keep an eye on things via a network of 14 cameras.


he Binche Carnival is famous far beyond the town itself. In 2003, UNESCO recognized the Gilles of Binche procession as an important part of world heritage. The Carnival lasts three days, but related events take place over the six weekends beforehand. At the height of the Carnival, upwards of 100,000 people visit the town center. “Binche is a festive town,” says Deputy Mayor Laurent Devin. “In the summer, there are a lot of musical events, followed by the September festivals. But the Binche-Chimay-Binche cycle race attracts huge crowds, too, and we will be following the Red Devils’ football matches on the big screen.”

Keeping watch The police in the Anderlues–Binche zone make sure all these events run smoothly. Since 2013, the team of 120 officers has used surveillance cameras to help with this. Proximus installed eight fixed and six mobile cameras in the center of Binche. “Initially, we wanted extra support for the police during major events,” Deputy Mayor Devin explains. “With the cameras, the police can keep watch over the general public more easily. Thanks to the cameras, the police have a better view of how the crowds are moving and they can see immediately where the pressure gets too much. They can quickly locate a suspicious person or incident and intervene if necessary.” Recording What’s more, the cameras can be used to take pictures. During events, the police can view the pictures straight away, for


example to speed up the identification of suspects. “But of course, we use the cameras more widely, as well,” Laurent Devin adds. “The police can use them to follow the traffic in the town more easily, if there are roadworks, for instance. The cameras also make it possible to keep an eye on any parking problems in the town.” Stored images can provide evidence for investigations into infringements or offences.

Fewer incidents The 14 cameras cover the center of Binche. The town widely publicized the positioning of the cameras. “The town council and the police do everything possible to guarantee the safety of residents and visitors,” says Deputy Mayor Devin. “This is the context in which we chose where to situate the cameras.” The first condition for a successful event is that it takes place in safety. The cameras are one element in the approach to creating this safety. “People who come to the Carnival or other events know that we take pictures. So troublemakers stay away. Since we started using the cameras, the number of incidents during events has fallen substantially.” Reinvesting The positive results from the camera surveillance may perhaps be expanded soon. The Deputy Mayor wants to install cameras in the main squares of the seven communes that have been merged with Binche. “Our intention is the same,” he says. “We want to give the village squares back to the residents. Cameras keep troublemakers out of the neighborhood.”

Laurent Devin has been Deputy Mayor of Binche since 2006. He has also been a member of the House of Representatives since 2010. He was the Walloon Deputy from 2004 to 2010. June 2016

“An event is only successful when it takes place in safety. The cameras help us achieve this.” – Laurent Devin, Deputy Mayor of Binche

About Binche

Binche is a town with a population of 33,000 in the province of Hainaut, between Mons and Charleroi. The town carnival is recognized as an important part of world heritage.

Business benefits • Overview of the general public during major events • Prompt location of incidents • Prompt identification of suspects • Follow-up of traffic flows • Images to support investigations into infringements and offences


TALKING HEADS | 7 questions for Geert Christiaens,

Manager of IT Services & Business Processes at the Tienen Sugar Refinery

“It would be a shame, I think, if the role of CIO didn’t evolve. ICT has become an essential part of the work environment.” Geert Christiaens Manager of IT Services & Business Processes at the Tienen Sugar Refinery What is your greatest professional achievement? That over the past 15 years I have helped transform the Tienen Sugar Refinery into a modern, innovative and progressive company. As a matter of fact, we were among the pioneers who optimized the purchasing process by means of an e-procurement link with the SAP system.

Who would you like to sit next to in an airplane and what would you like to ask them? Personal  Geert Christiaens’ staff and colleagues are always welcome in his office. That way, problems are resolved more quickly.

How would you describe your job?

But they shouldn’t schedule meetings too

Mine is mainly a coordinating role. The Tienen Sugar Refinery is part of the Südzucker Group. My job is to bring our internal customers into line with the ICT policy directed from Germany. But the Belgian ICT team also thinks up solutions at the request of local users.

late on Thursdays, as that's when he goes to his bridge club. On other evenings, he likes to go to concerts or the theater with his wife. Career  Geert studied commercial and consular sciences and began his career in an

Which (ICT) book would you recommend to everyone?

industrial waffle bakery. From 1988 to 1997

‘The Wheel of Time,’ the fantasy series by Robert Jordan (James Oliver Rigney, Jr.). I’m re-reading the series for the third time because I’m so impressed by the storylines, with loads of characters who get mixed up in countless plots.

he was a buyer of packaging and technical goods at Côte d’Or (Mondelez International). He has now worked for the Tienen Sugar Refinery for more than 15 years. He has been Manager of IT Services & Business Processes since 2006. Company  The Tienen Sugar Refinery was established in 1836 by Joseph Vandenberghe de Binckom and Pierre Van den Bossche. But it was Henri Vinckenbosch and the brothers Paul and Frans Wittouck who made sugar a success story. The Tienen Sugar Refinery remained a family business until 1989 and is now part of the German Südzucker Group.  Employees  With an annual output of 5.4 million tonnes of sugar and a consolidated annual turnover of €6,778 million (2014/15), Südzucker is the market leader in the European sugar market. It employs a total workforce of 18,500. Geert leads a team of four people in the Belgian ICT department. 38

Bill Gates. Like me, he’s a passionate bridge player. He says it’s one of the last remaining games where computers are still a long way from beating people. I’d like to discuss that with him.

What do you consider the most important innovation of the past 20 years? When I was eight, I watched the moon landing and, ever since, I’ve been fascinated by everything that happens in space travel. Lots of technological developments over the past 20 years would never have come about without those first steps in space travel.

What would you like to invent to make your daily life easier? An app that makes people more tolerant and understanding would be handy. Or a work-life balance app that warns us when we go too far.

How do you see your role as CIO evolving over the next 20 years? What leadership skills do you think will be important for CIOs? It would be a shame, I think, if the role didn’t evolve. ICT has become an essential part of the work environment and interconnectedness is only going to increase. The aim is for future ICT applications to respond to users’ wishes more. June 2016

SOLUTION | Fixed Mobile Unification for optimal telephone contact

Always available on one professional number

Each of your staff members has a fixed line and a mobile, and customers often don’t know the best way to contact them. They are connected to voicemail or they’re not sure which number to call. So it’s neither efficient nor customer friendly. You can resolve this issue by integrating your fixed and mobile telephone systems.


ixed Mobile Unification (FMU) is a Proximus service that integrates your users’ mobile and fixed calls. Your staff can always be reached on the number you chose, regardless of whether the call is answered on a fixed or a mobile phone. If a customer calls, both phones ring. So no calls are lost and the customer has someone on the line immediately.

Not just for smartphones The service is also available for ordinary mobile phones as well as smartphones, and there are no extra charges for calls between colleagues. Proximus installs

and programs the services according to your needs. You can choose to always have the same fixed or mobile telephone number displayed whenever your staff members call a customer. It can be the general company number or the sales department number, for example. This is a great way to reinforce your corporate identity and ensure that your customers are immediately put through to the right contact person or department.

Private and professional remain separate To ensure a healthy work–life balance, users of this service can easily switch it

off whenever they wish. This means that private and work calls remain separate on your bill, as well. As soon as the user logs out, the mobile phone becomes private, with the user’s own mobile number and voicemail.

Better internal cooperation As the mobile devices are integrated into your communications platform, colleagues know a user is on a call even if they are talking on their mobile phone. What’s more, with FMU it is far easier for your company to track the usage and costs of your mobile telephones.

Business benefits • One numbering plan for both fixed and mobile phones • No need for mobile data connection • Suitable for all types of mobile phone • Split billing (work/private) and one specific group can be reached by calling one number • PBX business rules and processes also apply for mobile telephone use

More info For more information about fixed mobile unification, contact your account manager or go to



Proximus is ready for 4.5G Proximus will shortly be moving to 4.5G. This will increase download speeds to up to 1.1 GB per second. By way of comparison, with the current 4G+ the maximum download speed is 225 megabytes per second. So this is good news for everyone in search of super-fast mobile surfing, including streaming, as well as uploading and downloading photos and videos. The proliferation of mobile applications is constantly increasing the need for greater network capacity. By 2020, we will use eight times more mobile data

than today, and 5G will be ready to launch by then. But because Proximus doesn’t want its customers to have to wait that long, we are already moving towards 4.5G. This will require more powerful smartphones, and the Proximus network will also be upgraded. Then you’ll be able to surf using mobile devices at ultra-high speed wherever you are. It will also bring crystal-clear video (with UHD and 4K) and virtual reality within reach – literally. We’ll keep you posted and let you know as soon as it’s ready.

Recognition for fighting global warming Proximus ranks among the world’s top 50 environmentally friendly large companies. This accolade is very important to us, and our CEO, Dominique Leroy, went to Paris to accept our award. Our place in the top 50 came after the wide-ranging annual survey conducted by CDP, an organization that looks at the energy and climate goals of around 5,500 of the biggest companies in the world every year. The rankings are calculated by examining the efforts made by each company in the areas of energy consumption, CO2 emissions, strategy and transparent


reporting. “Although Proximus is not a major polluter, we can still take a whole range of measures to counter global warming,” says Philippe Deconinck, Head of Corporate Social Responsibility at Proximus. “For instance, we heat our buildings in an energy-efficient way, we choose efficient vehicles and we give preference to suppliers who adopt sustainable business practices.”

June 2016

Thank you for helping to make us better

The One team recently conducted a survey among our readers. We collected a lot of valuable feedback, questions and comments that will help to form the future of the magazine. For instance, one reader asked for more hands-on information about ICT within Proximus itself – a great idea that we want to run with in our autumn issue. Many of our readers hadn’t realized that all our content is also available online at www. You can find all our articles at that link, so you can easily forward them to colleagues or friends by e-mail. We were delighted to get so much positive feedback on One, and we are determined to continue to increase the quality or our offering. Our commitment is to produce a magazine that is as interesting and objective as possible. If you have any questions or feedback, please feel free to contact Robbin Sacré at

Crowned by Data News Proximus has won another award – the Belgian Company Award for Excellence. This was presented to us at the 17th Data News Awards for Excellence, on 12 May. More than 1,100 leading figures from the ICT sector attended the prestigious event at Tour & Taxis, which this year focused on the cloud. It was a wonderful evening and we are honored to have been recognized by Data News and their readers.



ISO 27000 certificate Top-level protection The Veritas ISO 27000 or ISO 27K certificate looks at what protective measures have to be taken to guarantee the security of systems and data. Proximus uses ISO 27001 certification (which is part of the ISO 27K) for housing and hosting services and for the Remote Operations Center services, i.e. LAN, WAN and data protection.

Why ISO? Proximus protects its infrastructure by implementing wide-ranging security solutions. When part of your ICT infrastructure is in the cloud, you benefit fully. When a third party takes over the management, such as LAN or WAN servers, there is a risk of a possible leak or access via this service provider’s systems. So how can you be sure that the provider is taking the proper precautions? By calling upon an external auditing company that applies stringent control standards. They look at the documentation and the application of processes to design, implement, maintain and improve the protection. They also examine the involvement of management and staff. What’s in it for me? With hosting or housing, when your servers are kept in the Proximus datacenter, your data are secured entirely in compliance with the law. With managed services, the situation is a little more complicated. Proximus manages your network infrastructure, which is not necessarily in its datacenter. However, these secured data disks contain the description of your network, the configuration of the routers and switches, the passwords and the IP addresses.


The people who have access to them are screened and their actions are noted. The managed services are provided from the Proximus Remote Operations Center. Physical access to this building, the secured zone and the systems are under strict supervision (camera surveillance, reinforced doors etc.). Business continuity is assured. Should a problem arise in the management building in spite of this, there is a plan B to guarantee the continuity of the service provision. What's more, this plan B is regularly tested. The ISO 27001 certificate therefore guarantees that your data are secure and that the service will continue to be provided in a protected manner. This guarantee is the result of constant investment in modern ICT infrastructure.

Business benefits • Business continuity • Safe information storage • No administration

June 2016

TRIGGER | Share, back up and share again

Why the volume of data doubles every year

“Let’s shrink Big Data into Small Data ... and hope it magically becomes Great Data.”


s a quality controller, I check with customers to see whether our technicians have installed the product properly. I always take a few photos of the result on my smartphone. I send the photo of the installation to my fellow quality controllers via WhatsApp. One of them suggests I should also e-mail it to our CEO; after all, we are proud of the work we do! The CEO presses forward and sends the photo to the marketing manager, who immediately puts it on our website. He sends the photo to the sales department, too, and they use it in presentations. The head of internal communication receives a copy and asks an external agency to make it into a poster.

To complete the dossier, a copy is sent to the customer and the project manager. Result: the photo is on various smartphones, a number of e-mail servers, dozens of computers, our website, Google, WhatsApp and Yahoo. Now it just has to be placed on Flickr and Instagram and backed up to the cloud in case the smartphone crashes or is lost. And people are surprised that the volume of data doubles every year!


Investing in technology? “Do you even have to ask?” “Even a kid knows that you have to invest in technology. Nowadays, it’s the only thing that can give you the head start.”

“That’s the big question!” “People are constantly trying to sell you gadgets that you don’t actually need. Once you fall into the trap, you’re caught. No thanks. Never again with all that stuff.”

Time for a #NewPerspective As a Proximus customer, you always have access to the most relevant and up-to-date technologies such as optical fiber, the Internet of Things and the Cloud. And on top of all that, your company can rely on expert and professional support. See how other companies are using technology on

Profile for Proximus

Proximus One • June 2016  

Business magazine for top ICT professionals

Proximus One • June 2016  

Business magazine for top ICT professionals