Together with Enel’s headquarters, we addressed a key challenge for their Latin American operations: gaining an in-depth understanding of the experience of operators, external and fundamental actors in the execution of installations.
At BBK, we supported this process by focusing on those who make the service possible in the field across Brazil, Argentina, Colombia, and Chile, recognizing that each location operates under different regulatory frameworks and cultural realities. This diversity not only demands adaptation but also a more nuanced and contextual look at their needs, pain points, and motivations.
Understanding the operators allowed us to highlight their role in the experience and the brand: a space where service quality, operational efficiency, and the consistency of the experience for the end customer are at stake. With this effort, we sought not only to resolve current challenges but also to enable a more robust, human, and scalable model for the future.
In this context, it is becoming increasingly evident that customer experience is not built solely from within the organization, but throughout its entire value chain. External actors (such as third-party operators) are not just another link in the chain, but a direct extension of the service promise.