This episode features an interview with Mark Settle, seven-time CIO and author. Mark has served as CIO for companies like Okta, Arrow Electronics, and Visa. He specializes in enterprise software, high-tech distribution, and financial services. His most recent book, "Truth from the Valley, a Practical Primer on IT Management for the Next Decade," was released in 2020. On this episode, Mark discusses the challenges of personalizing the employee experience at larger companies, streamlining IT operations at the service desk, and automating busy work. He also shares tips on how to tell if initiatives are being effective, how to avoid the IT-ticket circus, and the importance of trying out new digital tools.