The CX Tipping Point®
The CX Tipping Point® Podcast was launched to increase the awareness of how the business discipline of customer experience can improve the delivery of government services. How can we leverage the best practices in the commercial industry within the constraints of government. We are bringing you the only podcast focused on improving the experience that citizens, businesses and governments have when interacting, engaging and transacting with the government.
The CX Tipping Point®
EP 68: Building Citizen-Centric Digital Services Across Europe featuring Frank Leyman
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In this episode of The CX Tipping Point, Martha sits down with Frank Leyman from Belgium’s Federal Public Service for Policy & Support (BOSA) to explore how governments across Europe are advancing digital transformation and citizen services. Frank shares insights into the European single market’s digital initiatives and Belgium’s efforts to build more citizen-centric services.
The conversation covers Europe’s push for interoperability across member states through digital identity systems, mobile e-wallets, and shared authentication methods, as well as Belgium’s back-office infrastructure that connects authoritative databases across ministries. Martha and Frank also discuss the challenges of cultural differences across Europe, the importance of co-creating services with citizens, and why strong marketing and communication strategies are essential for successful government programs.
Tune in to hear how Belgium and other European countries are working toward the EU’s Digital Decade goals for 2030 while exploring emerging technologies like AI and maintaining strong ethical standards.
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