Meet Me

How to Nail IT Satisfaction for Employee Experience, Productivity & Profits

"When employees are satisfied, customers win — and your business thrives."

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CEO, CTO, Board Member, and Founder of Multiple Ventures · Doctor of Organizational Leadership · Digital Experience Psychometrician · Inventor of the EXG™ (Experiogram™) and Psychopraxio™ Human Digital Twins · Fellow of the British Computer Society · Chartered IT Professional

Driving IT Experience That Delivers Results

I'm a technology executive, researcher, and builder with 25+ years of experience turning digital friction into business performance. From pioneering early AIOps in a VC-backed startup to transforming global IT at Lowe's, my work focuses on one thing: making IT work better for people. I've led seven enterprise IT, SaaS, and service provider organizations—all focused on improving experience and productivity.

Pioneering the Fight Against Technostress

At the turn of the century, I served as CTO of an IT experience startup where we tackled digital friction—a root cause of technostress. We applied predictive analytics and time-series modeling to forecast IT service failures before they occurred—anticipating business impact in the style of today's AIOps solutions.

Enterprise Impact at Scale

At Lowe's, I spearheaded a global DevOps transformation supporting 300,000 employees. By applying AIOps techniques like dependency mapping and predictive analytics, we increased release velocity by 135%, doubled change volume, and enabled teams to serve over 15 million customers weekly across more than one billion transactions annually.

I showed EDS how to redesign user experience for NMCI, the world's largest intranet at the time, with 700,000 users and 400,000 PCs. We created SLA automations that foreshadowed today's XLAs, preventing negative digital experiences before they happened.

I helped IBM engage over 2,000 Softlayer partners across 21 cities in 14 countries, among other global initiatives.

AI-Driven SaaS

I built FindYourCloud™ to map SaaS with over 500,000 product-market experience profiles and Virtual Prospect™ to model buyer groups as Human Digital Twins. Those projects became the foundation of my Experiogram™ model.

Now Hailee™, an agentic AI demonstrator that turns employee experience into clear executive decisions by showing where friction lives, what it costs, and how to fix it.

From Research to Real-World Tools

My early work in AI and automation showed me something deeper: some leaders consistently delivered great IT experience, while others struggled—even with the same tools. That contrast fascinated me. I wanted to understand why—and that led me back to school to pursue an OL Ph.D., where I studied ICT psychometrics: the science of how people experience digital workplace solutions, why satisfaction breaks down, and the devastating business consequences when it does. That research produced B/VAR™—Business Value at Risk—a method to quantify friction's cost and unlock agility at scale.

I've founded and sold three software companies, each using AI and automation to improve IT satisfaction and productivity. My latest innovations include Human Digital Twins and the Experiogram (EXG™©)—tools that read the pulse of a workforce or market in real time.

What's Next

IT experience is no longer just an operational issue—it's a driver of engagement, retention, and profitability. My work brings together strategy, systems thinking, AI, and human insight to help organizations deliver satisfaction at scale.

My book, Completely Satisfied™, distills decades of experience into actionable guidance for IT leaders seeking to improve digital workplace satisfaction and business agility. Hailee™—an agentic AI version of Completely Satisfied—demonstrates how these ideas translate into executive clarity and business action.

I live in the mountains of New Hampshire, drink too much coffee (is that possible?!) and spend weekends trying to fit in more skiing, kayaking, and biking than my passions allow.

Connect with me on LinkedIn & Twitter.

One of 50 Books Thinkers360 Says You Should Read!

Industry Leaders

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

"Stunning insights into the subject and all conveyed with a conversational style that has just carried me along."
—Bhupinder D'Mahi, Investor, Entrepreneur, Independent Researcher

"In a crowded industry of IT consultants and analysts, Hank bridges operational expertise and thought leadership. His written work is clear, insightful, and counter-intuitive in the best way."
—Mike Drapeau, The Drapeau Group

"Hank Marquis perfectly captures the subtle yet profound shift in thinking IT leaders need to make to deliver IT products and services that improve digital employee experience."
—Larry Cooper, Chief Strategy Officer, The Hive Professional Network

Training & Events

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

"Instructor was excellent at using real life stories to communicate concepts!"
—VA

"Fantastic and very thorough. Made himself available outside of class to provide even greater insight and assistance."
—R.H., Windward Consulting

"Amazing presenter"
—Attendee, Mohegan Sun Event Keynote

"This webcast rocks -- and we are only 10 minutes into it!"
—Participant comment, Web cast

"There was a lot of materials, but Hank made it easily consumable."
—Product Manager

"Hank is very enjoyable to listen to and learn from. I thought this would be boring, but he made it fun."
—Development Director, NYC, NY

Writing

"Hank pictured the problem-solving potential of design#code and let me put its creative power to work at Lowe's with a three-word agreement: innovation, discipline and trust. That became the way forward for the 'Infrastructure Experience of the Future'."
—Majid Iqbal, founder, design#code LLC

"Hank has provided me and my readers with invaluable insights into the inner workings of ITSM, BSM and ITIL. He is a very good writer and thinker who expresses ideas logically and coherently. I recommend Hank highly."
—Allen Bernard, Managing Editor, CIO Update.com

"I have recently read a few of your articles, and I find them to be very 'user friendly'... So, I extend a great big THANK YOU for your excellent articles."
—Charlene Fisher, TIAA-CREF

"Just read your latest - this one is fantastic and so true ... most seem not to get that the consequences of their actions create all sorts of unnecessary problems that should never have existed in the first place."
—Chief, Mid-Range Capacity Planning/Management

Executives

"Hank is a smart and passionate product leader. He takes risks, trusts his intuition, and delivers customer-focused products that create new markets."
—Omar Hussain, VP Marketing & Products, NuMega (later CEO, Imprivata)

"Hank is a strategic thinker, an innovator, and a creative leader who gets results. I give him my highest professional recommendation for any senior leadership role requiring transformation."
—Tom James, VP IT Operations, Lowe's

"Hank was responsible for all corporate activities along with setting our technology direction. He delivered everything on time and defect free, enabling me to meet my goals. Hank also played a key role in the successful sale of the company to a publisher in the book and software space."
—Rick Lemieux, President, Celexis

"Hank combines an unexcelled understanding of enterprise computing with excellent product design. He can explain anything to anybody — a rare talent."
—Linda Wink, CEO, Opticom

"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, NH

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

Individual Feedback

"Excellent job Hank!"
—M.B., OH

"I am very impressed…"
—Luke Rickey, Creation

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

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

"Hank knew his material. He shared his experience to complement text materials."
—Development Director, NYC, NY

"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."
—J. Lambert