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Mark Hillary

About: 

Mark Hillary is an internationally renowned writer, blogger and analyst focussing on technology, globalisation, customer experience and the future. As a writer Mark has documented how technology has changed the way that companies operate and people communicate. With a general interest in the future of business technology his areas of expertise include technology outsourcing, services globalisation, customer experience, and the use of content in marketing strategies. Mark’s books include ‘Who Moved My Job?’, ‘Outsourcing To India’, ‘Global Services’, ‘Building a Future With BRICs’, and ‘Customer Engagement Officer (CEO)’. He was the first blogging mentor in the UK Parliament, an official blogger for the London 2012 Olympics and has advised the UN on the use of technology networks for development. Before his writing career he headed technology research at the Commonwealth Business Council and, before this, was a global technology director for an investment bank with extensive outsourcing and offshoring responsibilities. Mark is based in São Paulo, Brazil.

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 because...