For three decades Jan Massier has worked on the underexposed factor in IT: People. Starting on Apple’s service desk in the ’90s, he progressed through implementation leadership at CMG and senior IT communication roles before founding BePresent in 2006. He has since spent twenty years helping enterprise and upper-mid-market organisations — across Dutch banking, insurance, government and ZBOs, including the Sociale Verzekeringsbank and Groningen Seaports — accelerate adoption, measure digital friction, and bring clarity to IT communication. ITIL- and XLA-qualified, he is the creator of the Frictiekompas: a framework for surfacing the invisible IT issues that sit below the waterline.