Mark Hillary is a British writer and blogger based in São Paulo, Brazil. His research and analysis has a focus on customer service, technology, and globalisation. His most recent book ‘Customer Engagement Officer (CEO): Content Marketing and the Realities of Executive Blogging’ explores how even CEOs are interacting directly with customers today. Mark has worked with the UN and several governments on outsourcing strategies and he is well-known as a live blogger of major events, including the 2010 UK general election for Reuters and 2012 London Olympic Games as an official storyteller. Today his media work can usually be found in the Huffington Post. Mark is in the process of researching and writing a new book focused on his argument that ‘your next CEO is currently working in the contact centre’..