Skip To Main Content
Mark Hillary on Muck Rack

Mark Hillary

São Paulo
As seen in: CX Files, Apple Podcasts, LinkedIn, Medium, Reuters, TechTarget, HuffPost UK, Computer Weekly, CustomerThink, Libsyn, Engage Customer and
🇬🇧/🇮🇪 25 books on tech - #OliviaOrwell #KombiLastEdition #CXFiles 2.5m views on YouTube - MD ANT - Insta: bit.ly/2hv0Sy3 FB: bit.ly/2OOPsSD

Get in touch with Mark

Contact Mark, search articles and posts on X, monitor coverage, and track replies from one place.

Learn more about Muck Rack

Actions

Share this page

Mark Hillary’s Biography

Read Full Bio →

Check www.markhillary.com for more details

Mark Hillary’s Journalist Portfolio

The QE billions should go direct to consumers | The Great Debate UK

The QE billions should go direct to consumers | The Great Debate UK

By Mark Hillary. The opinions expressed are his own. In 1998, the Japanese government was ridiculed for givin…

View article →
Offshoring remains, it is just less visible | The Great Debate UK

Offshoring remains, it is just less visible | The Great Debate UK

Today we are all used to an international trade in services. When you call up the bank, a contact centre agen…

View article →
Interfaith centre at New York 9/11 site sparks controversy | The Great Debate UK

Interfaith centre at New York 9/11 site sparks controversy | The Great Debate UK

Mark Kobayashi-Hillary is the author of several books, including 'Who Moved my Job?' and 'Global Services: Mo…

View article →
How Twitter Saved Bletchley Park - Live From Brazil

How Twitter Saved Bletchley Park - Live From Brazil

Dr Sue Black is an internationally-known computer scientist. She is is a Senior Research Associate in the Sof…

View article →
How Will You Be Watching the Rio Olympic Games in 2016?

How Will You Be Watching the Rio Olympic Games in 2016?

How did you watch the London Olympic and Paralympic games? Did you follow the coverage on TV offered by the B…

View article →

Articles

CW@60: Sixty years of hurt, hope, and high technology

|
By Mark Hillary
| Computer Weekly Verified
Witness to a wild ride Personally, I have witnessed the birth of the web, the introduction of email, the arrival of social media, and the more recent introduction of consumer-facing artificial intelligence. It’s been a wild ride and I’ve been lucky to work inside - or adjacent to - the technology industry all this time. I studied A-level computer science and then software engineering and I still have many of my old textbooks.
Open in Who Shared Issue with article?

AI in Customer Service Isn’t About Replacing Humans - It’s About Fixing the Experience

|
By Mark Hillary
| CustomerThink Verified
A recent BBC article painted a familiar picture: Artificial Intelligence (AI) is rapidly taking over customer service, human contact-center agents are on borrowed time, and soon we’ll all be speaking to digital assistants instead of people. There’s just one problem: the reporter’s own experience with automated service chasing a parcel from Evri was… underwhelming. And that tells us something far more important than the talking-points shared by most of the analysts quoted in the article.
Open in Who Shared Issue with article?

If AI Doesn’t Know You, Neither Will Your Next CX Buyer

|
By Mark Hillary
| CustomerThink Verified
Muck Rack is a cloud-based Public Relations (PR) software system. They help you find relevant journalists or media outlets that might be interested in your company. They just published some research that I think should be essential reading for anyone involved in B2B customer experience services – software, BPO, or advisory. All these CX companies are B2B specialists who want to get noticed by managers in other companies – because they need to buy the services of a specialist.
Open in Who Shared Issue with article?
See all 426 licensed articles (448 Total)