The globally recognized brand is in a constant state of transformation, moving from traditional printed weather maps and media content to digital services, and was looking to establish a new focus on the customer experience (CX).
Chameleon Collective worked with AccuWeather to identify the current state of the customer experience, where the gaps and opportunities lie and provided a multi-step path for creating a foundational framework for continuous CX improvement.
With the added benefit of being able to execute, AccuWeather asked Chameleon to begin executing the recommendations, starting with the lowest hanging fruit:
- Develop a Customer Service Playbook to raise the bar on customer engagement, including a Quality Framework used to evaluate customer perceptions as well as internal performance.
- Lead the implementation of a CRM platform for Customer Service to optimize and measure customer service delivery (Microsoft Dynamics 365).