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The Convergence of Digital & the Customer Experience: Madrid

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The Convergence of Digital & the Customer Experience: Madrid

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In October, CIOs from large Spanish companies joined the Financial Times and HP for a roundtable event in Madrid to discuss various challenges related to the convergence of digital and the customer experience. Key themes debated during the session included delivery of consistent services across all channels, dealing with unstructured data, and driving innovation, among others.

In October, CIOs from large Spanish companies joined the Financial Times and HP for a roundtable event in Madrid to discuss various challenges related to the convergence of digital and the customer experience. Key themes debated during the session included delivery of consistent services across all channels, dealing with unstructured data, and driving innovation, among others.

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The Convergence of Digital & the Customer Experience: Madrid

  1. 1. SUMMARY REPORT THE CONVERGENCE OF DIGITAL AND THE CUSTOMER EXPERIENCE NEW CIO STRATEGIES FOR THE DIGITAL AGE 16 October 2014 Villa Magna Madrid
  2. 2. Agenda THE CONVERGENCE OF DIGITAL AND 13.00 Guest Arrival & Welcome Drinks 13.15 Welcome Remarks Miles Johnson, Hedge Fund Correspondent, Financial Times 13.20 Guest Introductions, First Course Served 13.30 Discussion Begins: New CIO Strategies for the Digital Age Themes to be addressed: • Which developments have had the biggest impact on your organisation over the last year? • Technology dictates the ways in which customers can interact with the business, but does your IT department engage with customers? • As customers become increasingly tech-savvy and demanding, are you delivering a consistent service across all channels? What challenges do you face when dealing with unstructured data? • Faced with the rising number of employees using their own devices and greater use of cloud services for applications and data storage, which security risks concern you the most, and how can they be managed? • What strategies do you have in place to drive innovation and support business growth? And do you have sufficient budget to achieve this? • To what extent does the IT department collaborate with other parts of the company in order to achieve strategic objectives? • Looking ahead, what key challenges do you foresee in the future? 14.55 Concluding Remarks Miles Johnson, Hedge Fund Correspondent, Financial Times 15.00 Drinks at the bar/ carriages THE CUSTOMER EXPERIENCE
  3. 3. Summary Report By Miles Johnson, Hedge Fund Correspondent, Financial Times The chief information officers from large Spanish companies assembled at the FT/HP round table in Madrid said that the rapidly changing nature of threats to cyber security was one of their largest challenges facing them over the coming years. The assembled guests noted that the increasing proliferation of mobile and portable devices, and the widespread use of social networking by employees of all levels meant that controlling security at companies had become far more complicated than 10 years ago. Part of this challenge also stemmed from the increasing importance of cloud computing for many large corporations, and ever greater informational integration between divisions across numerous different countries. These challenges, the guests said, had in general increased awareness of the importance of investment in technology and security among other parts of corporate management. Some of the CIO’s present at the roundtable noted that while the increasing complexity of maintaining security was a challenge this had also improved the understanding of their jobs across all levels of their companies. At the same time others believed that there was a risk that non-specialists could misunderstand their roles and the work that they had already carried out, meaning that a consistent long term strategy was the most important factor inside a company to achieve strong standards of technology and innovation. The challenges reported by each CIO differed depending on which sector of industry their company came from. Those CIOs working within consumer oriented companies noted the risks that information leaks could pose to their corporate brand, and the damage this could inflict on their franchise in Spain and internationally. Another representative from a large publically listed company noted that informational security was not simply of importance to clients and his own business, but also to investors in the company’s shares. While all CIOs from listed companies agreed that informational breaches could have wide-ranging consequences for the share price and reputation there was also an acknowledgement that aside from taking all available precautions and training staff in best practice it was impossible to completely control all employees and errors could still occur.
  4. 4. THE CONVERGENCE OF DIGITAL AND THE CUSTOMER EXPERIENCE One guest who worked for a client facing business noted that his company had an advantage compared to others as it had long been required to protect the data of both its customers as well as its own corporate information. In this sense the representative argued that corporate culture was important in determining employee attitudes to the management of information. An interesting observation from one CIO from a non-consumer focused business was how in an age of social media even companies that had traditionally not needed to focus on their online reputations were becoming increasingly sensitive to how internet activity could affect them. An important part of best practice, this CIO said, was to ensure that all employees were aware that their own online actions, even in a personal capacity, could create severe problems for their company. Stressing the risks employee mismanagement of data and reputation could pose to the company would have the dual effect of increasing awareness of best practice, and also increasing understanding of technology among all members of staff.
  5. 5. BIOGRAPHIES CHAIR Miles Johnson Hedge Fund Correspondent Financial Times Miles Johnson is the Financial Times’ Hedge Fund Correspondent, based in London. He previously worked as FT Madrid Correspondent, covering the country’s financial crisis from 2011- 2014. During his time in Spain he was a frequent guest on international and Spanish television and radio discussing Spanish political and economic issues. Before leaving for Spain, he was an investment correspondent, covering asset management and corporate governance in the FT’s financial services specialist team. Mr Johnson joined the FT in 2008 as a graduate trainee, reporting on the capital markets desk during the aftermath of the collapse of Lehman Brothers. He later covered the 2009 Icelandic elections in Reykjavik before joining the paper’s multi award-winning Alphaville website, and appearing as a daily guest on its humorous rolling blog, Markets Live. In 2006, he became the youngest ever winner of the Allen Wright Memorial Prize for journalism at the Edinburgh Fringe festival and was named in a list of twenty people under 30 working in the creative industries in the UK by Channel 4. He studied History at the University of Edinburgh, focusing on the Islamic world, where he received the Annabella Kirkpatrick scholarship prize awarded annually to the most distinguished graduate in the subject.
  6. 6. ORGANISERS Financial Times Live, the global conferences and events arm of the Financial Times, gathers pre-eminent public and private sector decision-makers, visionaries and strategists from the world’s most important economies and industries for a wide range of interactive, agenda-setting programmes that combine the power of on-site discussion and networking with the flexibility of live-streamed and on-demand broadcasting. Chaired by senior journalists from the Financial Times and its group publications, the summits, conferences, awards and strategic forums organised by FT Live provide audiences with the opportunity to listen to and interact with speakers of the highest caliber in lively and stimulating debates that cover the key issues of our time. The Financial Times provides essential news, comment, data and analysis for the global business community. It has a combined print and online average daily readership of 2.1 million people worldwide and a combined paid print and digital circulation of 652,000 (Deloitte assured, Q4 2013). FT education products now serve 37 of the world’s top 50 business schools. www.ft-live.com www.ft.com Social Media For live updates from the event and to participate on Twitter: www.twitter.com/ftlivedigital t v ą For more updates, please see our Facebook page: www.facebook.com/FinancialTimes Financial Times Live group: http://on.ft.com/linkedin
  7. 7. The work we do at HP Enterprise Services starts and ends with our clients. We listen, we care, and we stand by them – aspiring to deliver the best client experience in the industry with targeted business and technology solutions to over 1,000 large businesses and governments in 90 countries. For more than 50 years, HP Enterprise Services has been a safe pair of hands and dedicated partner to enterprises and governments around the globe. We help our clients evolve their IT to enable business strategies – creating better customer experience, empowering employees, or driving new business models. It’s what keeps our clients relevant and ahead of the competition. We advance the way they use technology through our infrastructure outsourcing and project services, business process outsourcing, and applications services. We advise, transform, and manage to advance each enterprise, no matter where they are in the journey. We are successful when they are successful. www.businessvalueexchange.com THE CONVERGENCE OF DIGITAL AND THE CUSTOMER EXPERIENCE
  8. 8. Financial Times Live One Southwark Bridge London SE1 9HL UK T: +44 (0) 20 7775 6653 E: ftlive@ft.com www.ft-live.com/hpcio14 www.ft-live.com

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