Have you ever felt like technology sometimes forgets the human at the other end? This week's engaging dialogue with Katrina Macdermid and Wesley Eugene from HIT Global is a rallying call to IT professionals: infuse empathy into your craft! With Katrina's tales from her world tour and Wesley's insights from his tenure as SVP of HIT Global and former CIO at IDEO, our conversation is an eye-opener to the transformative power of human-centered design in IT innovation. Their partnership, sparked on LinkedIn, is a testament to how serendipity and shared vision can lead to groundbreaking collaborations.

Our episode peels back the layers of IT service leadership, revealing the critical importance of understanding and empathy in crafting user experiences that resonate. As we dissect the pitfalls of cryptic error messages and the broader landscape of IT management, we are reminded that at its core, technology serves enduring human needs. Our guests share how putting the person first in every equation isn't just a noble aspiration but a business imperative. As technology races ahead, with AI and rapid advancements changing the game, we explore how IT professionals can, and indeed must, keep the human experience at the forefront of innovation to remain relevant.

Wrapping up with the delicate dance of automation and personal touch, we examine the art of creating self-service experiences that don't leave the customer feeling stranded. From the convenience and customization of companies like Carvana to the efficiency demands driving IT towards self-service models, we unpack the complexities of satisfying operational efficiency without losing the personal element that customers crave. Through stories and perspectives, this conversation is a treasure trove for anyone looking to master the balance of human touch in an increasingly automated world, ensuring that as we venture further into the digital age, we keep the essence of human connectivity alive and well.

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