Élodie Marchat is the Director of Institut 4.10, a leading organisation in training and supporting professionals in the French social protection sector. With extensive experience in developing innovative learning solutions, she places people at the core of every initiative. Under her leadership, Institut 4.10 has embraced immersive tools such as virtual reality to raise awareness on critical issues like managing incivility and preventing psychosocial risks. Deeply convinced that educational innovation is key to empowering public service professionals, she is committed to helping them become active contributors to a more inclusive and respectful customer service environment. At ESSC 2025, she is eager to showcase these immersive practices, offering practical solutions to the social challenges faced by public service providers across Europe.