Mark Hillary
Mark Hillary
Mark Hillary is a British analyst and writer based in São Paulo, Brazil.
He has written 26 books on CX and technology and he hosts the CX Files podcast with Canadian CX analyst Peter Ryan.
AI in Customer Service Isn’t About Replacing Humans – It’s About Fixing the Experience
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…
If AI Doesn’t Know You, Neither Will Your Next CX Buyer
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...
CX Buyers Are Now Selecting Their BPO Partner With AI
CC Photo by Steve Johnson “You have to lose the ‘Suspicious Minds’ video! Get it off your YouTube!” This was a frantic text message from…
Customer Service Partners Need To Focus On Trust – Forget RFPs
How does anyone really find a customer service partner today? For as long as I can remember, the RFP process (Request for proposal) is how...
How Do You Arrange A WFH Office Christmas Party?
How do you organise a Christmas party when your team is entirely remote and based at home? This is something that many corporate leaders...
Closing Contact Centers Will Create More Opportunities For Careers In CX
The British specialist work-from-home (WFH) customer service company Sensée hosted a webinar on October 10th titled: “What’s the business case for 100% back-in-the-office?” I...
How Soon Will AI Replace Customer Service Agents?
Commentators have been suggesting that professional jobs, including those in contact centers, are about to vanish since ChatGPT was released at the end of 2022.…