Warren heads up BT's vast customer services operation, which looks after millions of customers. He is a passionate advocate of increasing customer retention by boosting multichannel engagement and customer satisfaction, and will provide a big picture view of the challenges and opportunities large organisations face in this modern, connected and highly social age.

Most large organisations have found it hard to adapt to digital partly due to legacy structure. So how can they possibly adapt to a joined up world where all channels are integrated?

TBC

In this session the speakers will take you through two perspectives, IT and Marketing, on how digital CRM was launched and embedded into BBC Worldwide culture. How do you get marketing and IT working towards the same goal? And how do you convince the rest of the organisation to join the journey? 

FT.com has been consistently innovative and pioneering: it led the way with its 'metred access' subscription model online, was amongst the first to experiment with mobile and tablet apps, and is now continuing to innovate with web apps for mobile and HTML5. All this happens within the context of the wider FT brand including, of course, the printed newspaper. 

Crew Clothing's Multichannel Marketing Director and Online Marketing Manager take the stage together, as befits the joined up theme of JUMP, to tell the story of their business' changes as they've integrated online with offline. In this session they address the business development objectives for a multichannel retailer; the challenges, successes and failures around their online developments; the story of their integration of online with their shops; and, finally, where they’re going in the next 12-18 months.

Exploring 'The BajillionHits Way', featuring epic ideas around content mass-manufacturing and advanced social media strat.