Customer expectations are rising fast and leading teams are evolving from reactive problem solvers to proactive partners. In this keynote, Joep Everts, SVP of Customer Support and Order to Cash at Elsevier, shares how Elsevier is transforming support by turning data and customer signals into intelligent foresight. Learn how the team connects insights across systems, predicts customer needs, and drives action before issues escalate. Discover what it takes to: - Turn fragmented data into a single source of truth - Use behavioral insights to anticipate needs - Build cross-functional alignment to act on data Walk away with a new playbook for proactive, predictive support that delivers faster resolutions, happier customers, and measurable business impact.