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.