Building AccuWeather’s Customer Experience Center of Excellence
Challenge:
AccuWeather, a globally recognized brand, was transitioning from traditional printed weather maps and media content to digital services. As part of this transformation, AccuWeather aimed to establish a new focus on customer experience (CX), identifying the need for a CX framework that would continuously enhance customer satisfaction.
Approach:
Chameleon Collective partnered with AccuWeather to understand the current state of the customer experience, identify gaps, and pinpoint opportunities for enhancement. Our team provided a multi-step strategy to create a foundational framework for continuous CX improvement. AccuWeather then entrusted Chameleon Collective with the execution of the recommendations, focusing first on quick wins. This involved the creation of a Customer Service Playbook designed to elevate customer engagement, along with a Quality Framework for evaluating both customer perceptions and internal performance. Additionally, we spearheaded the implementation of a CRM platform for Customer Service (Microsoft Dynamics 365) to optimize and measure customer service delivery.
Impact:
By setting up a Customer Experience Center of Excellence and leading the initial phase of implementation, Chameleon Collective has helped AccuWeather take significant steps toward becoming a more customer-centric organization. Through the strategic development of the Customer Service Playbook and the successful integration of a new CRM platform, AccuWeather is poised for continuous CX improvement, bolstering customer engagement and satisfaction in their evolving digital landscape.
