The source for the future of digital work.
Why digital transformations fail—and what leaders must do differently.
Available for interviews, media, and podcasts.
Dr. Hank Marquis answers the critical question: why digital transformations fail?
Dr. Hank Marquis (FBCS CITP) is a serial entrepreneur, veteran of multiple AIOps and digital twin exits, and author of Completely Satisfied. Dr. Marquis built Hailee as the culmination of decades spent founding, scaling, and selling the technologies that define modern IT, the digital workplace, and employee digital experience.
Direct access for journalists, podcasters, and event organizers seeking expert commentary on the Friction Tax, Digital Twins, and why 87% of digital transformations fail.
“Hank was a pleasure to work with. His work deals with topics central to IT management today.”
— David Wagner, Editor, MIT Sloan Management Review
Media Resource: Download a Preview of Completely Satisfied to explore the digital psychology of work.
The Digital Experience Doctor™
Hank Marquis, PhD, FBCS, CITP
Digital Experience Psychometrician
Featured Keynotes & Media Appearances
At Cloud Expo New York, I explain what it takes to be successful with cloud and DevOps in large organizations. After decades in IT, I've seen that tools don't create results—people and process do. I talk about gap analysis to show where teams are today, what's missing, and what decisions leaders need to make. The goal is helping teams work better by reducing digital friction. Hear me explain how transformation works at Cloud Expo with SYS-COM.tv Jeremy Gleelan.
Technostress, Part 1
Great conversation on the important topic of Techno-stress. Ken is so easy to talk with and never asks easy questions! Listen at kennethgonzalez.com
Technostress, Part 2
The second half of a great conversation on Techno-stress with Ken Gonzalez. Listen at kennethgonzalez.com
Digital Employee Experience, Part 1
The first of a two-part series where we discuss DEX basics and why you should care. Listen at Spotify
Digital Employee Experience, Part 1
In this follow up podcast we dig deeper into the psychology of IT satisfaction. (But don't let that scare you!) Listen at Spotify
Recording the Enterprise Digital Podcast was fun, insightful and I really enjoyed talking with Barclay and Ian. Listen at Apple
What Industry Editors & Strategists Say
Hank Marquis helps define how leaders understand digital friction — the lost time, lost energy, and lost business value that happen when technology and people do not work well together.
His work shows that most digital problems are not technical problems. They are human problems that technology fails to account for. When organizations measure systems instead of experience, value quietly leaks away.
His research, writing, and advisory work help organizations see where value is being lost, explain why it happens, and help leaders make better decisions about how work actually gets done.
The references below show how these ideas emerge, spread, and shape how digital performance is measured and improved today.
IT Industry Advisor & Former Gartner Analyst
“With the release of his new book Completely Satisfied, Hank has provided a detailed roadmap for IT leaders that is comprehensive, timely, and relevant. It's packed with decades of know-how and actionable guidance critical to moving from an issue-driven, reactive orientation to one that is proactive and entirely focused on delivering value to those that consume IT products and services.”
— Ken Gonzalez
ITIL® 4 High-velocity IT Lead Editor
“Completely Satisfied is a welcome addition the limited number of books about capturing and improving digital employee experience. Wherever you are in your IT satisfaction improvement journey, it has something to offer.”
— Mark Smalley
Investor, Entrepreneur, Independent Researcher
“Stunning insights into the subject and all conveyed with a conversational style that has just carried me along.”
— Bhupinder D'Mahi
University of Southern California
“From inspiration from your book I put together an experience team (Portal Experience Team or P.E.T.).”
— Mitch P.
The Science of Experience
MIT Sloan Management Review
“Despite the commoditization of information technology, companies are growing increasingly dependent on it for strategic advantage.”
— Hank Marquis
Forbes
“Business success isn't about having better technology; it's about using technology better.”
— quoted in Forbes
ComputerWeekly
“Leaders need to shift their focus to behavioral competencies.”
— quoted in ComputerWeekly
Quality Press
“7 Dirty Little Truths About Metrics.”
— cited in Performance Metrics: The Levers for Process Management
Universitat Oberta de Catalunya
“Hank Marquis created a method composed of basic questions to establish efficient KPIs that provide real value.”
— academic thesis citation
European Food Safety Authority
Referenced as an authority on service catalogue design and service management methodology.
— European Union scientific publication
Turning Insight into Action
Business Management Asia
“Effective service level management must start with assessing the customer experience.”
— Hank Marquis
SupportWorld / HDI Global Research
“Successful IT organizations absorb service management into the fabric of operations and see measurable business benefits.”
— international industry research
Enterprise IT Industry Research
“A Service Catalog can transform IT assets into a portfolio of manageable business investments.”
— industry analyst research
Association for Information Systems
“ITIL defines the ‘what’ of service management and Six Sigma defines the ‘how’ of quality improvement.”
— academic citation
Developing Leaders
CIO Magazine
“In the majority of IT organizations, resources committed to IT are not used efficiently and effectively.”
— Hank Marquis
HPCwire
“Shadow IT is innovation happening at the edges where traditional organizations fail to deliver solutions.”
— quoted in HPCwire
Industry Cost Optimization Research
“Any reduction in software spending goes straight to the bottom line as profit.”
— industry research
BCS — The Chartered Institute for IT
Contributing expert to national research on service resilience and organizational performance.
— professional research body
Wiley Publishing
“A recent survey of over 1,000 IT workers engaged in failed projects …”
— cited academic research
Featured Presentation
BCS — The Chartered Institute for IT: Hank Marquis discusses how leadership develops through consulting, and how experience-centered thinking helps leaders diagnose problems, guide transformation, and improve real organizational performance.