With a background in Finance and Technology, Joep was asked 5 years ago to significantly improve the satisfaction of Elsevier’s customers. By leveraging Interaction Analytics, Elsevier improved CSAT from 86% to 93% and is now capitalizing on the opportunities that GenAI has to offer. Joep has broad experience in accounting, business control and project governance roles in multinational companies as well as extensive experience with automation of processes, cost optimization exercises and restructuring programs.