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Mark Hillary

Writer & Futurist

CEO Carnaby Content, São Paulo Mark Hillary is a writer and analyst with an extensive track record of contributing to business media and opinion all over the world. He has written for the BBC, Financial Times, and Huffington Post with a focus on CX, technology, and the future of work. He edits the podcast and online magazine CX Files, focused entirely on best practice in customer experience. Mark has published 15 books on technology and has experience teaching MBAs in London and speaking at major conferences on five continents. He has advised the UN on technology development in Nigeria and Bangladesh and has helped several governments with the development of ICT related policies. He was an official London 2012 Olympic blogger and was the first ever blogger hired by the British government's department of education in 2010.

When Will We Accept That Smartphones Are Addictive?

But are we ignoring the addictive nature of smartphones? Try taking away someone's phone today and see how long they can cope without it. Look around on a train or bus and see how many people are lost to the real world, gazing blankly into their phone. Phone separation, or battery status, is now a genuine source of anxiety for many people.
10/10/2017 15:11 BST

Why Are Business Leaders Still Backing Trump?

It's obvious why business leaders want to join organisations like the Manufacturing Council that President Trump formed when he took office in January. They get direct access to the president and they can interact with their peers from other large companies - it's a no-brainer. Even if you don't personally support the political ideology of the president most business leaders would accept an invitation to be at the top table.
17/08/2017 12:02 BST

How To Beat Ticket Touts

When I arrived at the stadium and got to the entry turnstile, I needed to swipe my card on the gate. It recognised my card, printed a ticket with my seat details, and then the gate opened to let me in. It was simple and it worked.
19/07/2017 12:38 BST

Did Trump Just Insult The UK With An Upside-Down Flag?

It might seem trivial to many that the flag is displayed correctly, the British flag is often displayed upside down because many people assume the design is symmetrical, but the Brexit debate means that British people may soon need to have a more intimate understanding of their flag.
24/05/2017 16:44 BST

Is It All Over For Twitter?

This guy is based in Canada and is the CEO of a research company. If he says there is no longer any useful news on Twitter then Jack Dorsey should be worried. The fake news and Trump trolling mixed with too many irrelevant adverts just lost them a previously heavy user of the service.
10/02/2017 14:06 GMT

Can't Stop Emailing? Five Tips To Help Switch Off And Be More Productive

The feature describes how he spends a solid hour answering emails each morning and then a half-hour at the end of the day to wrap things up. But this led me to think, if ninety minutes is considered to be 'under control' then how many hours do regular people spend fighting their inbox each day?
13/12/2016 14:51 GMT

Better CX Tools For Twitter: Too Little Too Late?

Customers have been extensively using Twitter to contact brands and ask for support for at least five years so it's surprising that they took this long to improve the interface. It was only recently that they removed the need for users to be following each other to send DMs, which was a major issue for brands that wanted to support customers using Twitter.
24/11/2016 13:11 GMT

Unfortunately Brexit Still Means Brexit

Like 48% of the British people who voted in the referendum on European Union (EU) membership last June, I wanted the UK to remain in the EU. However, 52% of those who voted wanted to leave. I respect the democracy that exists in our nation and so I was prepared to watch as the UK left the European project.
07/11/2016 11:57 GMT

Just 168 Hours In A Week. What Will You Do?

Although everyone has different priorities and needs, there is a valuable message here. Your time is limited and advertisers like Google and Facebook have realised it - although most of us still seem blissfully unaware. Our time is one of the most valuable commodities that we can give to advertisers because we generally have so little available.
31/10/2016 11:32 GMT

Is 2017 When The World Finally Gets Virtual Reality?

VR has never really taken off as a mainstream technology though. Even though companies like Facebook have been investing in VR and their Oculus products look incredible, it's not something you see very often. However, I believe that VR is about to go mainstream thanks to the launch of two new gaming devices.
12/10/2016 11:44 BST

Why Can't We Stop Checking Our Phones?

It's easy to dismiss this as nonsense and to suggest that people just put down their phones, but given how far we have now come this is like telling someone with depression to just cheer up. Humans are now slaves to their phones and as we move into an era of wearable and embedded devices this situation can only get worse.
03/10/2016 14:41 BST

Can AI Save Us From Drowning In Data?

At one level it might just be that many taxi drivers are operating without any knowledge of the city where they work, but I keep wondering if there is not something else happening here. Are we naturally overlaying technology as a supportive crutch in ways that are just becoming more visible than ever before?
05/09/2016 14:13 BST

You Don't Succeed By Working 130 Hours Each Week

There are 168 hours in total in one week. If you sleep for eight hours each night then the total time left in a week is just 112 hours - less that the 130 hours that Mayer suggests it is possible to be at work. The idea that working all night is something that should be regularly expected is also nonsense.
23/08/2016 11:10 BST

The Rio 2016 Focus on Volunteers Will Ensure Olympic Success

Once the opening ceremony was complete and the games started London did embrace the games and it was universally acknowledged as one of the best games ever. Now on the eve of the opening ceremony in Rio, Brazil faces the same barrage of complaints.
05/08/2016 10:05 BST

When will the Lawyers Understand WhatsApp And Encryption?

This continuous agitation by the courts in Brazil is tiresome, not only because the lawmakers clearly don't understand how encryption works, but because WhatsApp is deeply ingrained in the cultural life of Brazil. It is a service that can be used to chat with friends, but also to book a haircut, or make a hotel reservation.
20/07/2016 14:40 BST