Accuweather

AccuWeather

Role: Customer Experience

PROVIDED A MODEL FOR A CUSTOMER EXPERIENCE CENTER OF EXCELLENCE, AND LED THE EXECUTION OF FIRST PHASE IMPLEMENTATION.

OVERVIEW

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).
Accuweather
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