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Mark Hillary

Mark Hillary
Mark Hillary is a British analyst and writer based in São Paulo, Brazil. He has written 25 books on CX and technology and he hosts the CX Files podcast with Canadian CX analyst Peter Ryan.

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.…

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