Meet Me

Head of IT Satisfactioneering^™

I've been a technology executive delivering successful business outcomes for 25 years. I got into digital employee experience as a way to improve satisfaction, productivity, and profits at the turn of the century as CTO of a VC-funded IT experience startup. I've led seven enterprise IT, SaaS, and service provider organizations since. Most focused on experience and productivity at scale. Most notably, I worked with NMCI to improve user experience for the world's largest intranet — 700k users at 2500 locations using 400k PCs running 100k applications. I also led teams to improve the experience of 300k employees handling nearly a billion customer transactions per year at Fortune 50 Lowes Home Improvement. I helped IBM delight 2,000 Softlayer business partners in 21 cities in 14 countries, to name a few.

On my journey, I worked 1:1 with hundreds of individual IT leaders from around the globe to solve the same business agility problems. I was so fascinated by how some leaders excelled at IT satisfaction when others couldn't that I got an OL Ph.D. I researched Information and Communication Technology (ICT) psychometrics — the interplay of human and technical resources during ICT solution production, delivery, and consumption. I discovered how to optimize IT consumer and provider outcomes based on digital employee experience.

Today, business success hinges on IT performance and its effect on employee turnover, customer loyalty, and profitability. Working with 100s of companies and 1000s of individuals, I discovered patterns and techniques that significantly enhanced my ability to address IT satisfaction challenges. Developing a winning approach to solving IT satisfaction problems became my passion. I created templates and tools and founded and led software and SaaS companies to automate different methods. I built web-based AI tools to automate the process.

My book, Completely Satisfied, is packed with decades of know-how and actionable guidance for IT leaders to enhance employee satisfaction and digital employee experience.

I'm an executive advisor and coach to IT leaders and their teams. I live in the mountains of New Hampshire, USA. I have a plow truck, don't get enough skiing or kayaking, and drink lots of coffee.

Connect with me on LinkedIn & Twitter.

"Hank was a pleasure to work with. His work deals with topics central to IT management today."
—David Wagner, Editor, MIT Sloan Management Review

"Thank you, this was more than worth my investment."
—Principal

"Hank is very helpful and knows this information inside and out!"
—D.C.

"Engaging -- used personal anecdotes to illustrate points. Very energetic, highly knowledgeable."
—VA, USA

"Hank is a master communicator, a dynamic and energetic speaker, and a true subject matter expert. This is a rare and valuable combination."
—IT Operations Manager

"Hank was consistent, process driven, more knowledgeable than most. Can we clone Hank?"
—Sr. Vice President, MA, USA

"Super job"
—President, MD

I see many, many contributions from corporate officers, CIOs, CTOs, sales exec's and the like, as well as freelance writers. Hank's work is easily some of the best I receive.
—Allen Bernard, Managing Editor

"Fantastic Product!"
— Fitz Bush, Waters

"I think your product is great."
—Don Fief

"You could tell he had the passion and belief in his subject matter…as well as the comfort level which he projected throughout his presentation. I have received rave reviews from the some of our sales teams as well."
—J. Lambert