VDAB

Adapt

Making customer experience a common goal

As a Flemish government agency, VDAB’s mission is to create sustainable employment in Flanders. VDAB believed it could achieve its goals faster by putting more focus on creating class-leading customer experiences.

If employers and employees could find each other better through faster and smoother customer journeys, this would result in a more effective and accelerated process of job seekers becoming employees.

On the path to transforming itself into a customer-centric organization, VDAB consulted AE to help define CX objectives, steer a project team and implement a clear governance, with full support of upper management. The end goal was clear: to anchor customer experience as a key part of VDAB’s mission.

Enable

Mapping, envisioning and creating sustainable change

A mixed project team of VDAB staff members and AE consultants was set up to tackle the challenge. “Klanten Voorop” (“Customers First”) served as a new leitmotiv - a powerful “why” - and after an initial assessment, the project team set out to create an organization-wide a customer experience Transformation in three main domains: organization, way of working and customer understanding.

For each of these domains, clear deliverables were defined, and steps were made to ensure the internal capability to deliver this experience, now and in the future.