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The DEX Show: A Show for IT Change Makers




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Humanizing IT: A Paradigm Shift for Better User Experiences w/ Katrina Macdermid

In this episode of the DEX Show podcast, Tom and Tim welcome special guest Katrina Macdermid, author of the hugely successful new book "Humanising IT." Katrina's experience as a consultant and trainer in the IT industry, combined with the impact of the COVID-19 pandemic, drove her to address the lack of empathy and focus on user experience in IT service management. This realization led her to write the book and advocate for change. "Humanizing IT" introduces the concept of human-centered design and emphasizes the integration of IT service management and user experience. Join Tom, Tim, and Katrina as they delve into the power of human-centered design in IT service management and the potential for transforming the industry through a user-centric approach. You get hold of Katrina’s book on Amazon. For more amazing DEX content, including podcasts, articles and exclusive research, head over to the DEX Hub ( Register for Experience Everywhere here: To hear more interviews like this one, subscribe to the Digital Employee Experience Podcast on Apple Podcasts, Spotify, or your preferred podcast platform. Listening on a desktop & can’t see the links? Just search for Digital Employee Experience in your favorite podcast player.

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