![]() ![]() He is a Board member at the North West Innovation Agency that seeks to drive innovation across the NHS. Mike’s work on innovation enables him to work very closely with consultants on spread and adoption of new technology and new ways of working. The organisation was rated as outstanding by the Care Quality Commission in 2020. The Trust is currently accredited in Investors in People as gold and holds the Investors in People Health and Wellbeing award. He is the Trust lead for HR, OD, Communications, Fundraising, Research and Innovation. Mike is the Director of Workforce and Innovation at the Walton Centre NHS Foundation Trust where he has worked since 2013. Today his media work can usually be found in the Huffington Post, LinkedIn, and on the Engage Customer blog. ![]() Mark has worked with the UN and several governments on outsourcing strategies in locations such as India, Bangladesh, and Nigeria 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. An IT director in the City before writing professionally Mark has a pragmatic view on how technology is shaping executive decision-marking today and he is often asked to ghostwrite for several leading international CEOs, diplomats, and politicians. He is presently working on a new book focused on how content marketing with LinkedIn can dramatically improve customer relationships and lead to increased sales. In the past decade he published another dozen books exploring business strategies. This year he has published two books, one focused on how C-level executives are using blogs and social media to interact with customers and one a complete re-write of all Shakespeare’s sonnets reduced to Twitter format. His industry analysis and research focuses on forward-looking CX, technology, work, and globalisation. Mark Hillary is a British writer and blogger based in São Paulo, Brazil. He is also a published author and his new book When a Customer Wins, Nobody Loses is available on Amazon to help business leaders to create winning and memorable customer experiences. He is a frequent speaker, chairperson, panellist and facilitator at conferences, webinars, company events and other business gatherings, where his many years of business and customer service experience provide stimulating, thought-provoking engagement and audience participation. These include National Express, Nutricia, The Royal Albert Hall, Endsleigh Insurance, O2, Screwfix, Sage, Sky, Bell Canada and TELUS. Gerry has provided organizational leadership on people development, business transformation, customer engagement and technology enablement for some of the largest companies in the UK, Canada, and EMEA. He helps businesses save customers at risk of defecting and breathes life into their customer service operations and customer experience strategy. Gerry Brown, aka The Customer Lifeguard, is on a mission to save the world from bad customer service. ![]()
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