Meet Me
How to Nail IT Satisfaction for Employee Experience, Productivity & Profits
Doctor of Organizational Leadership · Digital Experience Psychometrician · Inventor of Sentiment-Driven 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 developed FindYourCloud™ and Virtual Prospect™ as expert systems powered by Bayesian inference and predictive analytics.
FindYourCloud collected 500,000+ AI-curated digital experience (DEX) data points across almost 1,300 SaaS products in 56 distinct markets—essentially benchmarking the entire cloud landscape at the time.
Virtual Prospect™ modeled SaaS buyer groups as a Human Digital Twin, forming the behavioral foundation of my Experiogram™ model of workgroup satisfaction by proving that AI-powered Digital Twins can scale the decision dynamics of affiliated groups of people.
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.
I live in the mountains of New Hampshire, drink too much coffee, and spend weekends trying to fit in more skiing, kayaking, and biking than my passions allow.
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
I see many, many contributions from corporate officers, CIOs, CTOs, sales execs and the like, as well as freelance writers. Hank's work is easily some of the best I receive.
—Allen Bernard, Managing Editor
"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
"This book is invaluable... I encourage my mentees to read it for its practical insights from an expert, not just theoretical knowledge."
—Luigi Ferri, ITIL Ambassador and founder of The ITSM Practice Podcast
"With the release of his new book Completely Satisfied, Hank has provided a detailed roadmap for IT leaders that is comprehensive, timely, and relevant... Do yourself a favor and rip this book apart!...you won't be sorry."
—Kenneth Gonzalez, IT Industry Advisor & Former Gartner Analyst
"Completely Satisfied is a welcome addition to 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, Lead Editor ITIL© 4 High-velocity IT and Content Editor XLA© Pocketbook
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
Executives
"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
"Hank is a strong manager with leadership skills... I would highly recommend Hank for any position either on the technical or marketing side of any technology company."
—C.M., VP Marketing, MA
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
On Products & Tools
"All in all...a very neat product...certainly helped me"
—Gunnar Syren, Datapoint
"As a professional developer...I would be lost without the help I have gotten from your tools"
—Michael Wilson, Alcon Laboratories, Inc.
"I think your product is great."
—Don Fief
"Fantastic Product!"
—Fitz Bush, Waters
"Your products are great!"
—Scott Stewart, Teacher's Pal, Inc.
"Hank Marquis has been very articulate about why IT professionals struggle."
—Majid Iqbal, author, ITIL v3 Service Strategy
Writing
"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
Got questions? Let's talk! Contact me via email, or connect and chat with me on LinkedIn