Building a CX Foundation at AccuWeather

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.

By setting up a Customer Experience Centre of Excellence and leading the initial phase of implementation, Chameleon Collective helped AccuWeather take significant steps toward becoming a more customer-centric organisation. 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.