HUMAN-CENTRIC STRATEGY
I focus on the one variable the industry ignores: the human
I couple AI, workplace psychology, and human digital twins to close the gap between your business intent and frontline application reality.
I show enterprise application leaders where digital delivery breaks down, why it breaks down, and what that failure costs — so you can make better decisions, improve employee experience, recover productivity, and protect profits.
Executive Leadership & Strategy Led advisory teams managing ~$40MM portfolios for ~250 North American C-level and IT leaders. Delivered enterprise strategy globally and directed a 4,000+ staff DevSecOps transformation for a major retailer, achieving +135% release velocity and 2x throughput while reducing defects. Delivered high-stakes digital organizational strategy across the U.S., Canada, Australia, EU, Middle East, and South America.
Innovation & Service Architecture at Scale Created the asset management framework adopted by the United States CIO. Consulted on SLA measurement for the worlds then largest intranet: 700K-user NMCI intranet. Scaled IBM partner cloud integrations for 2,000+ partners across 14 countries in 90 days.
Entrepreneurship & Applied AI Founded multiple high-tech ventures with successful exits as CTO/CEO. Built AI-driven SaaS to quantify Business Value at Risk (B/VAR™) and optimize IT operations. Creator of the Experiogram™. Created FindYourCloud (FY/c) and VirtualProspect, leveraging agentic AI to gather 500,000+ digital employee experiences and transform them into digital employee benchmarks across 56 markets.
Speaking, Thought Leadership & Market Influence Gartner and Mohegan Sun keynote speaker; presentations and workshops at Apple, HDI, INTEROP, itSMF and private events. APMG/TSO Service Catalog Examiner (syllabus, book, and exam) developer. Named contributor to the ITIL Service Strategy book; contributor to NIST Cloud Computing framework and COBIT. EXIN Examiner and ASQ Senior Member. Over 5,000 professionals trained. Work published in MIT Sloan, Forbes, and CIO; cited in global PhD and Master’s theses.
Professional Credentials & Standards Leadership Chartered Fellow of the British Computer Society (FBCS/CITP). Certified IT Services Manager; ITIL Expert and Manager w/distinction in Service Delivery. ISO/IEC 20000 IT Service Consultant/Manager qualified; Six Sigma, COBIT, and IT Project Management certifications.
The Digital Experience Doctor™
Hank Marquis PhD, FBCS, CITP
Help for leaders of underperforming enterprise applications.
“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
From national security to the boardroom: finding the true root cause.
Hank Marquis began working at the intersection of AI, complex systems, and enterprise technology decades ago. In 1986, Hank built a trouble ticketing system that used machine learning through a self-modifying Bayesian inference engine—long before today's commercial AI wave. In the early 2000s, Hank Marquis served as CTO of OPTIMCOM, one of the first AIOps companies. In 2010, Hank created FindYourCloud (FY/c), which used agentic AI to find and validate the experience of SaaS solutions at scale across more than 537,000 profiles spanning 56 markets and 1,300 products. In 2014, Hank created VirtualProspect, a Human Digital Twin application that used FY/c data to help marketers better understand and reach their audiences.
Across national security, enterprise leadership, product innovation, and venture-backed startups, Hank saw the same pattern repeat: leaders chasing technology symptoms while the real problem sat in the gap between leadership intent and frontline reality. What Hank found was almost never technical—it was organizational. It was not a failure of competence or malice. It was a visibility failure.
Leaders were flying blind, with no way to see if their expensive solutions actually worked for the people using them. Hank realized that leaders were often trying to solve the wrong problem by doubling down on the interface instead of the delivery. Real performance is not about how a system looks. It is about how well it serves.
That pattern led Hank to write Completely Satisfied to provide a roadmap for using experience as evidence, not opinion. Then Hank created Hailee—the accelerator that brings that roadmap to life in as little as 48 hours.
Global impact at scale.
Mission: To stop tech from holding people back by turning frontline reality into decision-grade evidence for change.
Vision: A world where technology serves the human workflow—driving measurable productivity, profit, and employee satisfaction.
Industry Recognition & Awards
Products and strategies won "Best of Show", "Analyst Choice", "Star Tech", "Thunderbolt", "Editor's Choice", "Reader's Choice", "Jolt Cola Productivity Award".
About Hank Marquis
Hank Marquis helps leaders see where digital friction slows work down, why business value is lost, and what to do about it. His work makes the human side of technology visible, helps teams align around what matters, and helps leaders turn insight into performance gains.
The comments below reflect that work.
“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, IT Industry Advisor & Former Gartner Analyst
“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, lead editor ITIL® 4 High-velocity IT and content editor XLA® Pocketbook
Diagnosing Digital Friction and Seeing the Problem Clearly
"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
"As a professional developer...I would be lost without the help I have gotten from your tools"
— Michael Wilson, Alcon Laboratories, Inc.
Aligning Teams Around Insight to Help Them Move Forward
"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
"There was a lot of materials, but Hank made it easily consumable."
— Product Manager
Guiding Leaders to Results for Lasting Impact
"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 combines an unexcelled understanding of enterprise computing with excellent product design. He can explain anything to anybody — a rare talent."
— Linda Wink, CEO, Opticom
"Thank you, this was more than worth my investment."
— Principal