Mostrando resultados por autor "Mark Hillary" en Todas las categorías

In 2022, Jonas Berggren started publishing his popular ‘Transform Customer Service’ newsletter on LinkedIn. In 2024, Mark Hillary suggested that the concept of the newsletter could become a book - this book. The CX (R)evolution explores the technologies and digital transformation affecting modern customer experience (CX) strategy. Customer experience is not rocket science. It’s about dedication, empathy, and treating customers as individuals rather than statistics. Everyone involved in any aspect of designing CX today agrees on one thing, the industry is changing faster than ever. ...

What do twenty-first century employees want from their employer? The Great Resignation of 2021 has proven that they genuinely want a better work/life balance. They want flexibility. They want to work from home when it suits them. They want more than most employers are offering. The Covid-19 pandemic changed everything. Professionals worked from home and enjoyed the experience. They no longer had to endure long commutes to work. They were judged on what they delivered, not how many hours they were chained to a desk. However, flexible work is about much more than just working from home. In ...

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.

Reality Check: Life in Brazil through the eyes of a foreigner is an observation of life in modern Brazil. Mark Hillary is a British writer who moved to Brazil in 2010, bought a home, started a company, and has experienced the difficulties of navigating the legendary Brazilian bureaucracy as well as the joys of life with Brazilian people in a land of sport, sun, and endless beaches. The book covers a range of issues from the difficulties of finding new friends, using a new language, finding a job, and the fast-changing society in Brazil that has resulted in extensive street protests during ...

Mark Hillary has worked on words for astronauts, ambassadors, politicians and business leaders. In particular, his expertise in blogging has been utilized by several Chief Executives across the world. They want to be seen on the social networks, blogging and creating great content for their business, but they don’t have the time. In this book, Mark recounts the failures and successes of working with many of these senior executives on what has now become known as ‘content marketing’ – or ghost-blogging for CEOs. Mark isn’t a university-trained marketer or a self-declared social ...

In 2020, Brian Pritchard, Terry Rybolt, and Mark Hillary explained GigCX (Gig Customer Experience) to the world in their book ‘GigCX: Customer Service In The Twenty-First Century.’ This was followed in 2022 with ‘Don’t Fear The Gig Worker’ - an exploration of how GigCX could redefine professional work in modern society. Now they are back, and this new book goes even further. It explores what modern workers really want from employment and how companies need to adapt to post-Covid expectations of flexibility. It explores why traditional customer service contact centers are plagued ...

The Artificial Intelligence (AI) chatbot system ChatGPT was launched on November 30, 2022, by San Francisco–based OpenAI, also the creator of DALL·E 2 and Whisper AI. It was an overnight sensation as people found that it could pass tests, create homework essays, and manage a complex conversation. Many people suddenly realized that AI had passed a tipping point. But many others still don't understand what it can do or why this new AI system is so exciting. Technology analyst and writer Mark Hillary asked ChatGPT to create a poem about his daughter Olivia in the style of ee cummings. He ...

Who Moved My Job? is a story designed to stimulate discussion and questions about work, careers, and globalisation. It was originally published in 2008 and is now presented in a new format with a new introduction describing the changes since the original paperback version of the book. Who Moved My Job is not designed to answer any of the questions raised by the global economic slowdown and change in how we perceive a career, it aims to provoke questions rather than delivering answers. The book is deliberately short so a wide audience can read it without tiring of social or economic analysis...

In 2010, the British technology analyst and writer Mark Hillary started contributing regular ideas about the future of the IT industry to the IBA Group blog. Over the years these ideas have focused on specific technologies, such as cloud computing, digital twins, and Artificial Intelligence - as well as economic downturns and the recent Covid pandemic. Mark Hillary has now written twenty books about technology and contributed ideas to the BBC, Reuters, and the Financial Times, but a dozen years later his contributions to the IBA Group blog continue - even after he moved to Brazil. In The ...

The global Covid-19 pandemic forced every customer service agent from their contact center into their home. Work-from-home was proven to be a viable and secure operating model of customer service operations almost overnight. But why did the contact centers continue with 8-hour shifts and team-leaders tracking agents on web-cams, as if their agents were still commuting to an office? GigCX applies the lessons of the gig economy (Uber, Airbnb etc) to customer service. Agents can earn more, enjoy their job more, and companies requiring customer service can pay less than if they outsourced to a ...

WFH: Securing The Future For Your OrganizationThe Covid-19 pandemic sent a shockwave throughout the world in 2020. As medical specialists struggled to cope with the implications of an unexpected global pandemic, business leaders were asking how their companies could function when quarantine and lockdowns prevented employees from traveling to an office.Work from home (WFH) was the answer. Millions of people started working from improvised home offices in an impromptu social experiment that nobody could have imagined in 2019. Kitchen tables became boardrooms and the sound of dogs barking was ...

When ancient thinkers wanted to demonstrate their knowledge of a subject, they created a dialogue. Presented today as books of philosophy, they were originally discussions on a subject between a master and a student. Technology analyst and writer Mark Hillary has taken this approach by creating a discussion with the OpenAI ChatGPT 4.0 artificial intelligence system. The discussion is focused on the future development of customer experience - the interface between brands and their customers. The aim of the dialogue is partially to demonstrate the abilities of ChatGPT to summarize a vast ...

When the Covid-19 pandemic arrived travel became impossible. Business conferences were cancelled. Sales executives could no longer meet their clients in person or pitch their services to prospective clients. The entire B2B sales process changed overnight. Social sales was already important before the pandemic, but when it became the only way for sales executives to remain visible, build credibility, and build trust with prospects, it suddenly became essential. Before the pandemic, 82% of B2B buyers were significantly influenced by the articles and social content published by a sales ...