Tori Paulman is Director of IT Client Services at Pegasystems—a leader in cloud software for digital transformation. Tori brings a unique background in human-focused IT services and has held a variety of leadership roles at major enterprises. In particular, her work focuses on delivering high quality end user interactions, implementing new technology services, production acceptance, and change management.
Tori will be speaking at Experience Everywhere and sharing her tips for delivering quality IT services to remote employees. We had the chance to catch up with Tori this week and ask her some questions about the past year and what she thinks is coming in 2021.
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How would you define 2020 professionally in 5 words?
What’s the biggest professional lesson you learnt across 2020?
That I never want to hear the word “unprecedented” again (laughs).
When the pandemic impacted my workplace in March, I thought it would be over in a few weeks. As the weeks wore on, people leaned on the word “unprecedented” to soften the blow of not yet being “perfect” at running a workplace turned inside out overnight. It occurred to me over time that the deeper lesson here is one I learned in Tai Chi: whatever is flexible will tend to grow, whatever is rigid will wither and die.
The minute I stopped hiding behind the word “unprecedented,” I unlocked a curiosity for whatever would come next.
What are some of the best things about a digital (rather than an in-person) conference?
I get to wear my slippers. In all seriousness though, the digital conference scene in 2020 has made a huge difference in diversity, equity, and inclusion.
More people than ever before, especially underrepresented communities (BIPOC, LGBTQ+, Womxn) have been able to benefit from thought-leadership and networking opportunities at modest price points and without needing to compete for precious T&E budgets. And, while my slippers don’t take the #1 spot, they sure make the top 3!
Finally, where do you think the digital workplace is headed in 2021?
I think IT will continue to take a more humanistic approach in the future. Humanistic IT means that tech projects don’t just focus on user experience, they delve into the human experience too.
I think as more leadership roles in IT shift to younger generations, we’ll see the industry take on more human-centered IT projects, projects that will take from psychology and blend into other departments like HR and internal communications. IT technicians will have to learn how to become consultants, to help coach their employees into picking and using the right work applications that meet their needs.
I think for many companies, the traditional IT “service desk” will soon change to the IT “experience desk.”
Experience Everywhere is happening on December 9th (EMEA) and 10th (Americas).
Reserve your virtual seat today!