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A technology podcast for practitioners in the Digital Employee Experience discipline brought to you by The DEX Authority. With a focus on the DEX-COS, the Common Operating System for DEX,...
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A technology podcast for practitioners in the Digital Employee Experience discipline brought to you by The DEX Authority. With a focus on the DEX-COS, the Common Operating System for DEX, we'll chat with leaders and practitioners about their DEX journey, and the importance of a common methodology not only for their enterprise, but also for their own career portability.
show less
Episodes & Posts
Episodes
Posts
10 AUG 2026 · Most IT leaders have a dashboard full of satisfaction scores and still can't say what to actually fix, or by how much. That gap is what Hank Marquis has spent decades pointing at, and it's where episode two of The DEX Compass focuses on. Hank is a Gartner Leadership Partner in Infrastructure and Operations with 35-plus years across CIO, CTO, and ITSM consulting, and he's founded and sold IT tools companies along the way. He's also the author of Completely Satisfied, a book built on one uncomfortable idea: a high satisfaction score can't tell you what's broken. We get into why sentiment and pulse scores are lagging indicators instead of diagnostic ones, what that means for anyone running their program off NPS or CSAT, and how the DEX-COS root-cause structure ties back to the SERVQUAL Gaps model. Hank also makes the case for where a standard like this fits alongside ITIL and COBIT, and the biggest risk he sees when an organization adopts a framework without doing the measurement work underneath it. If you've ever stared at a green dashboard and still felt like something was wrong, this one is for you. Download the DEX-COS and learn more about the Practitioner Advisory Council at www.thedexauthority.com
31 JUL 2026 · Welcome to The DEX Compass hosted by Tim Flower, a periodic series dedicated to operationalizing the discipline of Digital Employee Experience based on the Common Operating System (the DEX-COS).
If you're new here my name's Tim flower and I've been immersed in the euc world for nearly 40 years, with 20 years of EUC leadership at the Hartford, and most recently 10 years at Nexthink where I Co-hosted the DEX show, put out DEX for Dummies, and talked with executives around the world about digital employee experience.
In this, the innaugural episode of the reboot, I talk with Ian Achison, a former product executive at nexthink and a freelance consultant now, who helped tremendously with input and guidance as the COS was being developed. We cover aspects of the COS, including the importance of separating tool ownership from your operational design.
Learn more about Ian and his work:
LinkedIn - https://www.linkedin.com/in/ian-aitchison/
Freelance - https://aitchisoninsights.com/
Partnership - https://barclayrae.com/
Podcast - https://open.spotify.com/show/7b9yGTVqEyTWfPRnJ3AZUN
A technology podcast for practitioners in the Digital Employee Experience discipline brought to you by The DEX Authority. With a focus on the DEX-COS, the Common Operating System for DEX,...
show more
A technology podcast for practitioners in the Digital Employee Experience discipline brought to you by The DEX Authority. With a focus on the DEX-COS, the Common Operating System for DEX, we'll chat with leaders and practitioners about their DEX journey, and the importance of a common methodology not only for their enterprise, but also for their own career portability.
show less
Information
| Author | Tim Flower |
| Organization | Tim Flower |
| Categories | Technology |
| Website | www.thedexauthority.com |
| info@thedexauthority.com |
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