Media, Entertainment & Sports
Building a CX Foundation at AccuWeather
Chameleon Collective builds AccuWeather a customer experience framework as it shifts from print to digital.
AccuWeather, Inc.
The Client
- Company
- AccuWeather, Inc.
- Website
- corporate.accuweather.com
- Headquarters
- State College, US
- Employees
- 501-1000
About AccuWeather
5 billion people globally with B2B and B2C weather data services. Founded in 1962 and based in State College, Pennsylvania, they've positioned themselves as the most accurate weather forecaster with 'Proven Superior Accuracy™' as their core differentiator.
The Challenge
AccuWeather was transitioning from traditional printed weather maps and media content to digital services. As part of this shift, AccuWeather wanted to establish a new focus on customer experience (CX), and identified the need for a CX framework that would continuously improve customer satisfaction.
Our Approach
Chameleon Collective partnered with AccuWeather to understand the current state of the customer experience, identify gaps, and find opportunities for improvement. Our team provided a multi-step strategy to create a foundational framework for ongoing CX improvement.
AccuWeather then asked Chameleon Collective to execute the recommendations, focusing first on quick wins. This included a Customer Service Playbook to improve customer engagement, along with a Quality Framework for evaluating both customer perceptions and internal performance. We also led the implementation of a CRM platform for Customer Service (Microsoft Dynamics 365) to improve and measure customer service delivery.
The Impact
By setting up a Customer Experience Center of Excellence and leading the initial phase of implementation, Chameleon Collective helped AccuWeather take significant steps toward becoming a more customer-centric organization. With the Customer Service Playbook and the new CRM platform in place, AccuWeather is set up for continuous CX improvement and stronger customer engagement as its digital business grows.
The Work
Practice Areas
Customer Experience Management