The truth about IT satisfaction: ratings and reality
IT satisfaction surveys say people are happy. The coffee machine says otherwise. What closed questions miss about how colleagues really feel about IT.
Tag The Human Gap
The Agentic Enterprise and the Work We Never Understood
Before moving work into AI agents, ask whether you know what your people actually do. Lessons from outsourcing on the hidden knowledge that runs a business.
Lisa Avon : Pull on the Thread
Every transformation plan starts from the organisation as it was designed. But the one that runs on a Monday morning is held together by people quietly compensating for gaps nobody drew on the plan. On Whatever Next? Unplugged, Lisa Avon explains what you find when you pull the thread.
Rachel Higham : Forget Technical Debt, is Human Debt the Biggest Challenge for a CIO?
Technical debt has a budget line. Human debt doesn't. Why decades of distance between IT and the people it serves now put AI transformation at risk.
Human-Centred Is Everywhere. So Why Does Transformation Still Feel… Meh?
Dashboards say three or four out of five. The water cooler says meh. Why designing for humans isn't the same as transforming the human system
Darryl Carr : The Human Thread Is Already There. Are You Following It?
When the technology is deployed, what's left is people. Darryl Carr on community, and why the human experience of change needs an owner from day one.
When Technology Forgets the Human: Architects Urged to Rethink the Future of Transformation
From a keynote to 200 enterprise architects: what technology is really for, why IT feels meh, and why transformation only sticks when people do
Human-Aware Isn’t Human-First
Enterprise architecture is increasingly human-aware. But until it starts from the lived experience of Monday morning, it isn't yet human-first.
The Problem AI Transformation Leaders Can’t Keep Ignoring
Around $1.5 trillion is going into AI, and perhaps 2% of it into people. Why AI transformation leaders need to give the humans time to catch up.
What It Takes to Make IT Feel as Good as It Functions
Lessons from co-authoring the ITIL Version 5 Experience module, and why a service can meet every target and still leave the people using it frustrated