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CX Today's Charlie Mitchell hosts Joep Everts, SVP of Customer Service at Elsevier. 

We discuss Elsevier's contact center transformation journey, considering: 

• Why did Elsevier decide it was time to revamp its customer experience? 
• What goals did the business set at the start of the transformation process? 
• Why did Elsevier choose Qualtrics to help you meet those goals? 
• The results of the transformation? 
• What lessons did you Elsevier throughout the transformation? 

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