Meet Me

As a technology executive, I’ve spent 25 years driving successful business outcomes. At the turn of the century, I became CTO of a VC-funded IT experience startup, tackling digital friction—a key cause of technostress—to enhance satisfaction, productivity, and profitability. We pioneered early AIOps—applying predictive analytics and autoregressive algorithms to forecast IT service degradation and link it to business impact, enabling proactive decisions that improved service quality and reduced cost. Since then, I’ve led seven enterprise IT, SaaS, and service provider organizations, focusing on reducing technostress to improve IT experience satisfaction and scale productivity.

At Lowe’s, I led the global IT DevOps transformation—applying AI-informed, systems thinking to improve IT experience for 300,000 employees. By reducing digital friction and accelerating time to value through predictive analytics and streamlined controls, we increased release velocity by 135%, doubled change volume, and boosted employee productivity and customer service—empowering teams to serve 15 million customers weekly and process over a billion transactions annually.

I showed EDS how to improve user experience for NMCI—the world's largest intranet supporting 700,000 users across 2,500 locations, managing 400,000 PCs running 100,000 mission-critical applications—by automating SLAs that anticipated today's XLAs to mitigate negative user experiences from digital friction.

These experiences deepened my understanding of digital friction’s impact on large-scale operations. I worked closely with IT leaders worldwide to address technostress—a driver of disengagement, low productivity, and lost profits. I saw how AI approaches could anticipate problems, reduce friction, and drive better decisions at scale. My fascination with IT satisfaction led me to earn an OL Ph.D., where I researched how optimizing digital employee experience prevents friction and enhances agility—and invented B/VAR™ (Business Value at Risk), now central to that optimization.

I've founded and sold three software companies, serving as CEO and board chair, using AI and automation to eliminate friction and scale IT satisfaction. Today, business success hinges on IT performance's effect on turnover, loyalty, and profitability. I've developed proven approaches to solving IT satisfaction challenges by creating tools, founding SaaS companies, and building AI solutions to boost engagement and deliver better outcomes, including creating Human Digital Twin cloud offerings to read the pulse of a workforce or market — the Experiogram^™© or EXG^™©.

My book, Completely Satisfied, distills decades of actionable guidance to help IT leaders enhance employee satisfaction and digital workplace experiences.

My new book, 50 Simple Things You Can Do to Improve Digital Experience, offers 28 simple things you can do right now, 14 not-so-hard things that take a team, and, for the experience activist, 8 things to cause an uprising.

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

"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

"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.

"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, NH

"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

"Hank is a wonderful instructor -- good examples, kept our attention, went through some difficult material with ease so we could understand it."
—Service Desk Supervisor, TX, USA

"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. I have received rave reviews from the some of our sales teams as well."
—J. Lambert