How to Lead with Satisfaction
The EMGAGE™ Approach: Transforming IT Experience Dissatisfaction into Effective Business Solutions through Curiosity
EMGAGE™ is my five-step process to uncover and deliver the ideal digital experience for a workgroup, fueled by curiosity and empathetic engagement:
| 01 | Break down IT satisfaction into eight actionable components to make it measurable and controllable. |
| 02 | Understand how these components interact to help or hinder business outcomes. |
| 03 | Define acceptable IT performance ranges and set benchmarks aligned with employee needs. |
| 04 | Prioritize and close the gaps between the IT experience employees expect and what they receive. |
| 05 | Link IT experience strategy to business agility and value to drive continuous improvement. |
"Digital transformation success needs a workforce with smooth, frictionless tech. Reducing digital friction helps meet business goals and improve IT satisfaction. My EMGAGE™ approach helps find and fix friction points, increasing engagement, productivity, and profits."
—Hank Marquis
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