Transforming Government with CX – A Conversation with Robert Vels (+ podcast)

In the rapidly evolving world of customer experience (CX), one area that is often overlooked is the public sector. Yet it is here that CX can have 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 key driver of 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 take an in-depth look at his work, which extends beyond his role at RVO to influence customer experience practices across government agencies in the Netherlands.

Why Customer Experience in Government Matters

In our conversation, Robert highlights the critical role CX plays in fostering trust between governments and citizens. Firmly believing that excellent service delivery can restore faith in public institutions, Robert has taken bold steps to embed CX at the heart of government operations.

He shares a powerful story about a business owner who lost trust in government services because of negative experiences—a moment that solidified his passion for improving the public sector’s approach to customer-centricity.

Key takeaways from the episode

1. CX as a lever for trust: Robert explains how focusing on the customer's perspective—rather than just processes or policies—can build trust and satisfaction.
2. Building CX from the ground up: Learn about the development of a government-wide CX maturity model, a standardized metrics framework, and how these tools are helping agencies identify gaps and measure progress.
3. 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.
4. The Power of Community: Robert shares insights into the thriving CX community within the Dutch government, where knowledge sharing and collaboration are driving systemic change.

Why You Should Listen

This episode isn't 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 full of actionable insights that can be applied in any sector.

How This Episode Can Help You as a CX Leader

As a CX speaker and educator, my mission is to inspire leaders like you to take bold steps within your organizations. Listening to this episode will spark ideas on how to:

• Address cultural and organizational challenges in embedding CX.
• Build leadership alignment around the customer experience.
• Use metrics and storytelling to make the customer experience tangible 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.

 

*****

Nienke Bloem is often referred to as the Customer Experience speaker in the blue dress. 

She is a global CX thought leader, educator, and keynote speaker who inspires audiences with best practices and proven methodologies. She runs a speaking practice, a CX game company, and a training business; she lives and breathes Customer Experience and is the author of two books on CX.

Her two-day Customer Experience Masterclass is known as the best program to prepare for the CCXP, and she is the go-to person for CX leaders who want to advance their leadership and achieve immediate results from their Customer Experience transformation programs. Since 2020, she has been hosting a CX Leadership Masterminds program and helping leaders enhance their leadership skills and deliver an engaging CX story, including a solid CX strategy. In addition, she is a modern-day pilgrim and has drawn parallels between her journey and leading customer-centric transformations. 

With over 20 years of corporate experience, she speaks the language of business. Her keynote speeches and training programs on customer experience are inspiring and practical. She is one of the few Recognized Training Partners of the CXPA, and her mission is to make customer experience work and help you achieve business results. Subscribe to her weekly CX Greetz to stay up to date.