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Summary
Most IT pain isn't technical, it's adaptive: the user adoption, emotion, and end user experience problems that a working technical fix leaves unsolved. David van Heerden draws on a framework Tom Boyer brought to the Automox team and uses an MFA rollout on a sales tablet to show how empathy and shared goals turn end users from blockers into collaborators. His advice to system administrators and help desk staff is to push the adaptive question up the chain. His advice to leaders is to treat buy-in as a shared problem worth investing in. This is his final Automate IT episode before he hands the show off.
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