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Outsource magazine: thought-leadership and outsourcing strategy | June 28, 2017

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About Mark Hillary

Mark Hillary

Mark Hillary

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.

Posts By Mark Hillary

Will 2017 bring a new era of partnership in outsourcing?

December 19, 2016 |

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 … Read More

IT outsourcing is being transformed, but do the outsourcers understand?

December 6, 2016 |

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 … Read More

Is the Philippines’ political unrest an opportunity for other BPO markets?

October 31, 2016 |

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 … Read More

Brexit migration controls will lead to more offshoring

October 1, 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 … Read More

US candidates return to familiar outsourcing arguments

September 2, 2016 |

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 … Read More

OPINION: Was the Delta Air Lines failure linked to outsourcing?

August 18, 2016 |

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 … Read More

Driving outsourcing along the customer journey

July 29, 2016 |

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 … Read More

Who Moved My World?

December 13, 2012 |

This article originally appeared in Outsource magazine Issue #30 Winter 2012

Five years ago Mark Hillary wrote the influential Who Moved My Job?, an allegory about the consequences of globalisation. Since then, the world has become a very different place – … Read More