Case Study

Federal Agency CX Transformation

Kerby Houff

Partners & Managing Directors

Client Profile

Department Head of a Federal Agency


The Department Head of a critical operations function for a United States Federal Agency was asked by the global leadership team to significantly transform the customer experience managed by a team of over 50 employees.

Approach: Think + Do

Acquis was selected to help the client first understand the current state of customer experience and to define what the root cause of the existing issues were. Following validation of the challenges and solutions with the full 50-person team, Acquis built a multi-year transformation roadmap to transform the customer experience.


The Department Head successfully approved the multi-year transformation roadmap, a transformational change on the customer experience performance indicators is expected to improve by 40% as the changes are implemented.