In the fast-evolving world of customer experience (CX), one area often overlooked is the public sector. Yet, it’s here where CX can make a profound impact, helping to restore trust, improve services, and build stronger connections between governments and their citizens. That’s why I’m thrilled to share the latest episode of the CX Leadership Talks Podcast, featuring Robert Vels, CX leader at the Netherlands Enterprise Agency (RVO) and a pivotal force for CX transformation in the Dutch government.
As a CX speaker and educator, I’ve had the privilege of working with leaders who are pushing boundaries and Robert is one of them. In this episode, we dive deep into his work, which goes beyond his role at RVO to influence customer experience practices across government agencies in the Netherlands.
Why CX in government matters
In our conversation, Robert highlights the critical role CX plays in fostering trust between governments and citizens. With a strong belief that excellent service delivery can rebuild faith in public institutions, Robert has taken bold steps to embed CX at the heart of government operations.
He shares a powerful story of a business owner who lost trust in government services due to poor experiences, a moment that solidified his passion for improving the public sector’s approach to customer-centricity.
Key takeaways from the episode
- CX as a lever for trust: Robert explains how focusing on the customer perspective – rather than just processes or policies – can drive trust and satisfaction.
- Building CX from the ground up: Learn about the creation of a government-wide CX maturity model, a standardized metrics framework, and how these tools are helping agencies identify gaps and measure progress.
- Engaging leadership: Discover how Robert and his team are encouraging senior leaders to connect directly with citizens and make customer-centric behaviors part of their daily routines.
- The power of community: Robert shares insights on the thriving CX community within the Dutch government, where knowledge sharing and collaboration are driving systemic change.
Why you should listen
This episode is not just for government professionals – it’s for any CX leader looking for inspiration on how to drive meaningful change in large, complex organizations. Robert’s approach is practical, visionary, and filled with actionable insights that can be applied in any sector.
How this episode helps you as a CX leader
As a CX speaker and educator, my mission is to inspire leaders like you to take bold steps in your organizations. Listening to this episode will spark ideas on how to:
- Tackle cultural and organizational challenges in embedding CX.
- Build leadership alignment around customer experience.
- Use metrics and storytelling to make CX real and actionable.
Listen now
Ready to be inspired? Tune in to this episode of CX Leadership Talks and learn how Robert Vels is leading the way in government CX transformation.
Listen to the podcast episode here
Let’s connect
Are you looking for fresh insights on CX leadership or searching for a keynote speaker to inspire your team? Reach out to me on LinkedIn or explore more resources on my website.
Until next time, keep spicing up your Customer Experience leadership.
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Nienke Bloem is often called the Customer Experience speaker in the blue dress.
She’s a global CX thought leader, educator and a global keynote speaker who inspires audiences with best practices and proven methodologies. She leads a speaking practice, a CX game company and a training business; she breathes Customer Experiences and is author of two CX books.
Her two-day Customer Experience Masterclass is known as the best program to prepare for your CCXP and she is the go-to person voor CX leaders who want to advance their leadership and bring direct results from their Customer Experience transformation programs. Since 2020, she hosts a CX Leadership Masterminds program and helps leaders spice up their leadership and deliver an engaging CX Story including a solid CX Strategy. Besides, she is a modern-day pilgrim and found the parallel with leading customer centric transformations.
With her over 20 years corporate experience, she speaks the business language. Her keynotes and education programs in Customer Experience are inspiring and hands-on. She is one of the few Recognized Training Partners of the CXPA and it is her mission to Make Customer Experience Work and help you deliver business results. Subscribe to her weekly CX Greetz to stay tuned.