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Mark Hillary

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Mark Hillary is a writer and analyst with an extensive track record of contributing to business media and opinion all over the world. He has written for the BBC, Financial Times, and Huffington Post with a focus on CX, technology, and the future of work. He edits the podcast and online magazine CX Files, focused entirely on best practice in customer experience. Mark has published 15 books on technology and has experience teaching MBAs in London and speaking at major conferences on five continents. He has advised the UN on technology development in Nigeria and Bangladesh and has helped several governments with the development of ICT related policies. He was an official London 2012 Olympic blogger and was the first ever blogger hired by the British government's department of education in 2010.

From this author

Dec 20, 2016    0

I was thinking of what I could say about the outsourcing market at the end of 2016. My initial thoughts were about how I feel that the term itself is dying out. Companies are much more likely to be exploring partnerships today. This view is generally supported by a look at Google Trends, where you can see...

Dec 07, 2016    0

The Register likes to put the boot in when they comment on IT stories, so it was no surprise to see a recent feature about Fujitsu in which The Register summarised that Fujitsu needs to "get a move on" if they are going to transform their business to meet the expectations of customers today.

The Register has a point, but to be fair to Fujitsu, at least they have acknowledged that IT outsourcing is a very different business to how it...

Nov 01, 2016    0

I visited Cape Town and Durban recently as a guest of BPESA (Business Process Enabling South Africa) and attended the South Africa BPM Summit 2016. The summit featured local business leaders, industry influencers, and politicians eager to create jobs in South Africa by riding the...

Oct 02, 2016    1

One of the key arguments that really defined the Brexit referendum in the UK was migration. British voters supported an exit from the European Union largely because they wanted more control over their borders. Those arguing for Brexit say that they are not trying to end migration entirely, just they want to ensure that the people who enter the UK have the right skills. Nobody should be able to enter just because they were also born in Europe.

This is set to become one of the biggest...

Sep 02, 2016    0

For as long as I can remember, arguments about outsourcing have played a part in the US election cycle. In the final stages of the presidential election the two candidates will make promises they can’t keep and declarations about how bad outsourcing is for the American economy.

Back in the early noughties, before Barack Obama took office, much of the discussion was around contact centres. Candidates for office talked about the companies answering their customer service calls in...

Aug 18, 2016    0

Last week, Delta Air Lines faced a technical hitch. On the surface it wasn’t an enormous problem - a power outage at their Atlanta data centre caused a switchgear to fail (like a circuit breaker in your home). However, the backup systems didn’t come online correctly and the failure of this one piece of...

Jul 29, 2016    0

Outsourcing has come a long way. I can remember publishing my first book in 2004 and still needing to explain the benefits to sceptical executives. This is not so common now that outsourcing has become an accepted part of boardroom strategy. Today, it’s more unusual to see that a company rejects outsourcing.

In some areas of business it has become an essential strategy. It used to be common for many companies to reject the outsourcing of their customer service contact centre...