#43 The CX playbook for governments: Lessons from Robert Vels

Join me for an inspiring conversation with Robert Vels, CX leader at the Netherlands Enterprise Agency (RVO) and a key advocate for customer-centricity within the Dutch government. In this episode, we dive into how Robert is leveraging CX to rebuild trust in public services, streamline operations, and drive meaningful change.

Together, we explore:

• The role of CX in fostering trust and improving government services.
• How Robert led the development of a government-wide CX maturity model and metrics framework.
• The importance of building a thriving CX community across public sector organizations.
• Practical leadership lessons on staying focused, making CX actionable, and ensuring the journey is both impactful and enjoyable.

Robert shares his vision for embedding CX at the strategic level in government, the challenges of navigating political cycles, and his innovative approach to fostering a culture of customer-centricity. Whether you’re in the public or private sector, this episode is packed with valuable insights to elevate your CX leadership.

Timestamped Overview:

00:00 Loss of trust in government impacts services.

05:01 Debate over government using "clients" or "customers."

09:34 2023 Government collaboration, slower progress compared to commercial.

12:10 Efforts to grow CX in Netherlands government.

16:13 Inspired by White House focus on CX strategy.

19:16 Current model improves customer journey mapping effectiveness.

23:19 Shared practice enhances customer experience professionalism.

24:01 Created CX community in government with 900 members.

27:59 Senior management visits customers regularly, enhancing culture.

31:44 A confused mind says no, impacts leadership.

36:29 Robert's LinkedIn in show notes.

 

Resources Mentioned:

• Connect with Robert Vels on LinkedIn.
• Learn about the CX community. When you register you will have access to the relevant documents. If that doesn't work, people can email Robert at robert.vels@rvo.nl.

About Nienke:
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 for 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 of 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.