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.

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. 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. 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. 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. 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. 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

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THE CONVERGENCE OF DIGITAL AND
THE CUSTOMER EXPERIENCE

8. Financial Times Live
One Southwark Bridge
London SE1 9HL
UK
T: +44 (0) 20 7775 6653
E: ftlive@ft.com
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