{"id":9818,"date":"2026-06-10T23:39:51","date_gmt":"2026-06-11T03:39:51","guid":{"rendered":"https:\/\/bbk.naitus.cl\/casos\/imicar-como-mejorar-el-mapa-de-la-experiencia-del-cliente\/"},"modified":"2026-07-07T18:10:07","modified_gmt":"2026-07-07T22:10:07","slug":"imicar-how-to-improve-the-customer-experience-map","status":"publish","type":"casos","link":"https:\/\/bbk.naitus.cl\/en\/case-studies\/imicar-how-to-improve-the-customer-experience-map\/","title":{"rendered":"Imicar: How to improve the customer experience map"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9818\" class=\"elementor elementor-9818 elementor-7401\" data-elementor-post-type=\"casos\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6641243 e-con-full e-flex e-con e-child\" data-id=\"6641243\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-554b4c6 e-flex e-con-boxed e-con e-child\" data-id=\"554b4c6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9c78d9b elementor-widget elementor-widget-button\" data-id=\"9c78d9b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-size-sm\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Imicar<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2dc5460 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"2dc5460\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Imicar: How to improve the customer experience map<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-17eb893 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"17eb893\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Discover how Imicar optimized its customer experience map to stand out in a highly competitive B2B market.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b80428a e-flex e-con-boxed e-con e-parent\" data-id=\"b80428a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-63e4496 elementor-widget elementor-widget-image\" data-id=\"63e4496\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"534\" src=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-1-1024x683.jpg\" class=\"attachment-large size-large wp-image-9819\" alt=\"\" srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-1-1024x683.jpg 1024w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-1-300x200.jpg 300w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-1-768x512.jpg 768w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-1.jpg 1080w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9d7e48b e-flex e-con-boxed e-con e-child\" data-id=\"9d7e48b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-353051a elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"353051a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"512\" height=\"138\" data-src=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/unnamed.png\" class=\"attachment-large size-large wp-image-9820 lazyload\" alt=\"\" data-srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/unnamed.png 512w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/unnamed-300x81.png 300w\" data-sizes=\"(max-width: 512px) 100vw, 512px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 512px; --smush-placeholder-aspect-ratio: 512\/138;\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-8d281ca e-con-full e-flex e-con e-child\" data-id=\"8d281ca\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-43515f8 e-con-full e-flex e-con e-child\" data-id=\"43515f8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-86e4075 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"86e4075\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Industry<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c29f2a elementor-widget elementor-widget-button\" data-id=\"9c29f2a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-size-sm\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Corrugated cardboard packaging<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-c2ce704 e-con-full e-flex e-con e-child\" data-id=\"c2ce704\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1502ea8 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1502ea8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Services<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2080201 elementor-widget-mobile__width-inherit elementor-widget elementor-widget-button\" data-id=\"2080201\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-size-sm\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Experience strategy<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da26b8e elementor-widget-mobile__width-inherit elementor-widget elementor-widget-button\" data-id=\"da26b8e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-button elementor-size-sm\" role=\"button\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Customer service<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dae7836 e-con-full e-flex e-con e-parent\" data-id=\"dae7836\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b0619c7 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b0619c7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e335bea e-flex e-con-boxed e-con e-parent\" data-id=\"e335bea\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-acec5ae e-con-full e-flex e-con e-child\" data-id=\"acec5ae\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cfe495f elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"cfe495f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Challenge<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d329d8a elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"d329d8a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Differentiating in a highly competitive market<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c7dca60 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"c7dca60\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<header class=\"bbk-content__header rmb-64\">\n<div class=\"container\">\n<div class=\"row row-flex\">\n<div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\">\n<div class=\"bbk-content__header__text prosa rt-medium lh-base fw-500 text-pretty mt-0-first mb-0-last aos-init aos-animate\" data-aos=\"fade-in\" data-aos-duration=\"600\" data-aos-delay=\"600\" data-aos-once=\"true\">\n<p>Imicar, a company with over 50 years in the corrugated cardboard packaging sector, faced a highly competitive environment where differentiation was primarily based on price and product. Despite its solid history and presence in diverse industries, such as wine, fruit, retail, and food, the company identified that the customer experience was not a determining factor in decision-making within its industry.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/header>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3685369 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"3685369\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>However, market behavior was changing. Customers were no longer just looking for reliable suppliers, but for strategic partners who understood their needs and offered a comprehensive service beyond the product. Faced with this new reality, Imicar decided to focus its efforts on improving its customer experience map, with the goal of strengthening its positioning and adding a differentiating value in every interaction with its customers.<\/p>\n<p>The main challenge lies in structuring a strategy that will integrate all customer touchpoints, optimize the relationship with the various stakeholders within their companies, and align their internal processes to guarantee a consistent and high-value experience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5256275 e-con-full e-flex e-con e-parent\" data-id=\"5256275\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-5aea1b6 e-flex e-con-boxed e-con e-child\" data-id=\"5aea1b6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c4b35b4 elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"c4b35b4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"450\" data-src=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-2-1024x576.jpg\" class=\"attachment-large size-large wp-image-7406 lazyload\" alt=\"\" data-srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-2-1024x576.jpg 1024w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-2-300x169.jpg 300w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-2-768x432.jpg 768w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-2-1536x864.jpg 1536w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-2-2048x1152.jpg 2048w\" data-sizes=\"(max-width: 800px) 100vw, 800px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 800px; --smush-placeholder-aspect-ratio: 800\/450;\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0b1bc48 elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"0b1bc48\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"450\" data-src=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-3-1024x576.jpg\" class=\"attachment-large size-large wp-image-7403 lazyload\" alt=\"\" data-srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-3-1024x576.jpg 1024w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-3-300x169.jpg 300w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-3-768x432.jpg 768w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-3-1536x864.jpg 1536w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/IMICAR-caso-9-bbk-group-3-2048x1152.jpg 2048w\" data-sizes=\"(max-width: 800px) 100vw, 800px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 800px; --smush-placeholder-aspect-ratio: 800\/450;\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3749ed0 e-flex e-con-boxed e-con e-parent\" data-id=\"3749ed0\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-125a09f e-con-full e-flex e-con e-child\" data-id=\"125a09f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-86ce496 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"86ce496\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Solution<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20f6ae9 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"20f6ae9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Comprehensive strategy to transform the customer experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f26abf3 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"f26abf3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<header class=\"bbk-content__header rmb-64\">\n<div class=\"container\">\n<div class=\"row row-flex\">\n<div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\">\n<div class=\"bbk-content__header__text prosa rt-medium lh-base fw-500 text-pretty mt-0-first mb-0-last aos-init aos-animate\" data-aos=\"fade-in\" data-aos-duration=\"600\" data-aos-delay=\"600\" data-aos-once=\"true\">\n<p>To address this challenge, BBK Group developed a strategic plan based on a comprehensive approach that included research, diagnosis, co-creation, and the implementation of a new experience model. This process allowed Imicar not only to improve its attention and service but also to turn the customer experience into a key pillar of its business strategy.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/header>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1beab51 e-con-full e-flex e-con e-child\" data-id=\"1beab51\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1bb5fe7 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"1bb5fe7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p class=\"rt-large\"><strong>Research and diagnosis.<\/strong><\/p>\n<p class=\"rt-large\">The first step was to deeply understand the perceptions and expectations of the clients. To achieve this, an exhaustive analysis was carried out, combining qualitative and quantitative studies:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54a7f3c elementor-widget-mobile__width-initial elementor-widget__width-initial elementor-widget elementor-widget-n-accordion\" data-id=\"54a7f3c\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;all_collapsed&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:300,&quot;sizes&quot;:[]},&quot;max_items_expended&quot;:&quot;one&quot;}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-8870\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-8870\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 23 in-depth interviews were conducted with clients from different industries. <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-8870\" class=\"elementor-element elementor-element-57fc244 e-con-full e-flex e-con e-child\" data-id=\"57fc244\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a5fc4d3 elementor-widget elementor-widget-text-editor\" data-id=\"a5fc4d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<div class=\"container\">\n<div id=\"model-response-message-contentr_a9ccf94ad3dc25c2\" class=\"markdown markdown-main-panel enable-luminous-fast-follows enable-updated-hr-color stronger\" dir=\"ltr\" aria-busy=\"false\" aria-live=\"off\">\n<p data-path-to-node=\"0,1,0\">33 key roles were covered, including supply managers, technical purchasers, and quality managers.<\/p>\n<\/div>\n<\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-8871\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-8871\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 5 site visits. <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-8871\" class=\"elementor-element elementor-element-a14931c e-con-full e-flex e-con e-child\" data-id=\"a14931c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-519ca5d elementor-widget elementor-widget-text-editor\" data-id=\"519ca5d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>to companies in the wine, fruit, and food export sectors, which allowed [Imicar] to learn firsthand how clients interacted with their products and services.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-8872\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-8872\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 172 client surveys. <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-8872\" class=\"elementor-element elementor-element-e0f9a46 e-con-full e-flex e-con e-child\" data-id=\"e0f9a46\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-972e27f elementor-widget elementor-widget-text-editor\" data-id=\"972e27f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p class=\"rt-medium\">With the goal of obtaining a representative view of satisfaction levels and areas for improvement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-8873\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-8873\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Internal analysis. <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-8873\" class=\"elementor-element elementor-element-c7cf8a3 e-con-full e-flex e-con e-child\" data-id=\"c7cf8a3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-aab303f elementor-widget elementor-widget-text-editor\" data-id=\"aab303f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p class=\"rt-medium\">Of sales data, quality requirements, satisfaction, and logistics, to contrast client perception with the company&#8217;s internal processes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-8874\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"5\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-8874\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> 13 meetings to gather information with managers and department heads. <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-8874\" class=\"elementor-element elementor-element-165e07c e-con-full e-flex e-con e-child\" data-id=\"165e07c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-75ace52 elementor-widget elementor-widget-text-editor\" data-id=\"75ace52\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p class=\"rt-medium\">Where operational gaps, opportunities for improvement, and internal challenges that affected the customer experience were identified.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"23 in-depth interviews were conducted with clients from different industries.\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"33 key roles were covered, including supply managers, technical purchasers, and quality managers.\"}},{\"@type\":\"Question\",\"name\":\"5 site visits.\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"to companies in the wine, fruit, and food export sectors, which allowed [Imicar] to learn firsthand how clients interacted with their products and services.\"}},{\"@type\":\"Question\",\"name\":\"172 client surveys.\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"With the goal of obtaining a representative view of satisfaction levels and areas for improvement.\"}},{\"@type\":\"Question\",\"name\":\"Internal analysis.\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Of sales data, quality requirements, satisfaction, and logistics, to contrast client perception with the company&#8217;s internal processes.\"}},{\"@type\":\"Question\",\"name\":\"13 meetings to gather information with managers and department heads.\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Where operational gaps, opportunities for improvement, and internal challenges that affected the customer experience were identified.\"}}]}<\/script>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5faec47 e-con-full e-flex e-con e-child\" data-id=\"5faec47\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0b4ba04 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"0b4ba04\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p class=\"first-token\" data-path-to-node=\"0\"><b class=\"\" data-path-to-node=\"0\" data-index-in-node=\"0\">Definition of the relationship and service strategy<\/b><\/p>\n<p data-path-to-node=\"1\"><span class=\"\">With the insights obtained,<\/span><span class=\"\"> co-creation workshops were held with the management team and key collaborators to design an experience aligned with Imicar&#8217;s vision and market needs.<\/span><\/p>\n<p data-path-to-node=\"2\"><span class=\"\">One of the first results of this process was the creation of an experience seal,<\/span><span class=\"\"> a framework that defines the company&#8217;s identity in its relationship with clients and establishes clear interaction standards.<\/span><span class=\"\"> This seal allowed for the structuring of a relationship model focused on:<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2a84df0 elementor-widget-mobile__width-initial elementor-widget__width-initial elementor-widget elementor-widget-n-accordion\" data-id=\"2a84df0\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;all_collapsed&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:300,&quot;sizes&quot;:[]},&quot;max_items_expended&quot;:&quot;one&quot;}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-4450\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-4450\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Channel strategy. <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-4450\" class=\"elementor-element elementor-element-48c71c5 e-con-full e-flex e-con e-child\" data-id=\"48c71c5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d7f75b7 elementor-widget elementor-widget-text-editor\" data-id=\"d7f75b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A clear hierarchy of customer contact channels was established, defining the participation and relevance of each in major commercial interactions.<\/p>\n<p><strong>Attention model:<\/strong> An internal structure was designed to optimize customer service management, assigning specific roles and improving response times.<\/p>\n<p>This model allowed Imicar to guarantee more fluid attention, minimizing friction and ensuring that each contact point added real value to the customer experien<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-4451\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-4451\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Design of the ideal customer journey. <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-4451\" class=\"elementor-element elementor-element-7979af8 e-con-full e-flex e-con e-child\" data-id=\"7979af8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3ee2b8b elementor-widget elementor-widget-text-editor\" data-id=\"3ee2b8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Based on the new experience model, ideal customer journeys were developed, ensuring that each interaction was fluid, coherent, and adapted to the needs of each segment.<\/p>\n<p>Definition of design focal points to address the main pain points in the experience, from purchase to after-sales.<\/p>\n<p>Interconnection of customer journey stages to ensure a frictionless experience aligned with customer expectations.<\/p>\n<p>Personalization of interactions according to the requirements of each type of client, allowing for greater closeness and satisfaction.<\/p>\n<p>With this restructuring, Imicar succeeded in having each client experience an optimized journey in their relationship with the company, strengthening trust and the perception of added value.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-4452\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-4452\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Implementation of a continuous improvement roadmap. <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-chevron-right\" viewBox=\"0 0 320 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M285.476 272.971L91.132 467.314c-9.373 9.373-24.569 9.373-33.941 0l-22.667-22.667c-9.357-9.357-9.375-24.522-.04-33.901L188.505 256 34.484 101.255c-9.335-9.379-9.317-24.544.04-33.901l22.667-22.667c9.373-9.373 24.569-9.373 33.941 0L285.475 239.03c9.373 9.372 9.373 24.568.001 33.941z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-4452\" class=\"elementor-element elementor-element-e9cfe0b e-con-full e-flex e-con e-child\" data-id=\"e9cfe0b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d01d5fc elementor-widget elementor-widget-text-editor\" data-id=\"d01d5fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>To ensure the execution of the improvements, an implementation roadmap was designed, with structured initiatives and an impact measurement plan:<\/p>\n<p>Prioritization of initiatives based on their impact on the customer experience and their operational viability.<\/p>\n<p>Allocation of resources and responsible teams for each phase of implementation.<\/p>\n<p>Definition of success indicators to evaluate progress and adjust the strategy based on results.<\/p>\n<p>This approach ensured that the improvements in the customer experience map were sustainable over time and aligned with Imicar&#8217;s strategic objectives.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"Channel strategy.\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"A clear hierarchy of customer contact channels was established, defining the participation and relevance of each in major commercial interactions.\\nAttention model: An internal structure was designed to optimize customer service management, assigning specific roles and improving response times.\\nThis model allowed Imicar to guarantee more fluid attention, minimizing friction and ensuring that each contact point added real value to the customer experien\"}},{\"@type\":\"Question\",\"name\":\"Design of the ideal customer 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implementation roadmap was designed, with structured initiatives and an impact measurement plan:\\nPrioritization of initiatives based on their impact on the customer experience and their operational viability.\\nAllocation of resources and responsible teams for each phase of implementation.\\nDefinition of success indicators to evaluate progress and adjust the strategy based on results.\\nThis approach ensured that the improvements in the customer experience map were sustainable over time and aligned with Imicar&#8217;s strategic objectives.\"}}]}<\/script>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-04a2092 e-flex e-con-boxed e-con e-parent\" data-id=\"04a2092\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8719c2f e-con-full e-flex e-con e-child\" data-id=\"8719c2f\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-765dca1 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"765dca1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">Results<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-83684f1 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"83684f1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Transformation of the customer experience at Imicar<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f943621 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"f943621\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<header class=\"bbk-content__header rmb-64\">\n<div class=\"container\">\n<div class=\"row row-flex\">\n<div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\">\n<div class=\"bbk-content__header__text prosa rt-medium lh-base fw-500 text-pretty mt-0-first mb-0-last aos-init aos-animate\" data-aos=\"fade-in\" data-aos-duration=\"600\" data-aos-delay=\"600\" data-aos-once=\"true\">\n<p>The implemented actions allowed Imicar to generate real differentiation in the market, strengthening its positioning and customer loyalty. The main results were:<\/p>\n<ul>\n<li>Greater satisfaction and loyalty from clients, thanks to an optimized experience.<\/li>\n<li>Optimization of internal management, reducing friction and improving operational efficiency.<\/li>\n<li>Greater organizational alignment around a clear vision of the customer experience.<\/li>\n<li>Strengthening of Imicar&#8217;s positioning in its sector as a provider of solutions and not just products.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/header>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-41085a6 e-flex e-con-boxed e-con e-parent\" data-id=\"41085a6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-4ba4787 e-con-full e-flex e-con e-child\" data-id=\"4ba4787\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f6ce99f elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"f6ce99f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">BBK Group<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f73f43 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"9f73f43\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The importance of a customer experience map in B2B<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e756da8 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"e756da8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<header class=\"bbk-content__header rmb-64\">\n<div class=\"container\">\n<div class=\"row row-flex\">\n<div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\">\n<div class=\"bbk-content__header__text prosa rt-medium lh-base fw-500 text-pretty mt-0-first mb-0-last aos-init aos-animate\" data-aos=\"fade-in\" data-aos-duration=\"600\" data-aos-delay=\"600\" data-aos-once=\"true\">\n<p>The Imicar case demonstrates that a well-structured strategy around the customer experience map can make the difference in a B2B environment. By thoroughly understanding customer expectations and needs, and designing optimized interactions at each stage of the journey, companies can strengthen their market position and improve their competitiveness.<\/p>\n<p>BBK Group, as the leading brand and business transformation consultancy in Chile, accompanied Imicar in this process, delivering strategic and operational solutions to improve their customer experience in a sustainable manner.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/header>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20ad49b elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"20ad49b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<header class=\"bbk-content__header rmb-64\">\n<div class=\"container\">\n<div class=\"row row-flex\">\n<div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\">\n<div class=\"bbk-content__header__text prosa rt-medium lh-base fw-500 text-pretty mt-0-first mb-0-last aos-init aos-animate\" data-aos=\"fade-in\" data-aos-duration=\"600\" data-aos-delay=\"600\" data-aos-once=\"true\"><header class=\"bbk-content__header rmb-64\">\n<div class=\"container\">\n<div class=\"row row-flex\">\n<div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\">\n<div class=\"bbk-content__header__text prosa rt-medium lh-base fw-500 text-pretty mt-0-first mb-0-last aos-init aos-animate\" data-aos=\"fade-in\" data-aos-duration=\"600\" data-aos-delay=\"600\" data-aos-once=\"true\"><header class=\"bbk-content__header rmb-64\">\n<div class=\"container\">\n<div class=\"row row-flex\">\n<div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\">\n<div class=\"bbk-content__header__text prosa rt-medium lh-base fw-500 text-pretty mt-0-first mb-0-last aos-init aos-animate\" data-aos=\"fade-in\" data-aos-duration=\"600\" data-aos-delay=\"600\" data-aos-once=\"true\">\n<p>If you are looking to transform the customer experience in your company, BBK Group offers comprehensive solutions ranging from strategy to execution, ensuring that every interaction with the client generates value and strengthens your business positioning.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/header><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/header><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/header>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false},"categories":[40],"class_list":["post-9818","casos","type-casos","status-publish","hentry","category-experience-strategy-design"],"acf":[],"_links":{"self":[{"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/casos\/9818","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/casos"}],"about":[{"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/types\/casos"}],"version-history":[{"count":15,"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/casos\/9818\/revisions"}],"predecessor-version":[{"id":10457,"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/casos\/9818\/revisions\/10457"}],"wp:attachment":[{"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/media?parent=9818"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/categories?post=9818"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}