{"id":9821,"date":"2026-06-10T23:03:34","date_gmt":"2026-06-11T03:03:34","guid":{"rendered":"https:\/\/bbk.naitus.cl\/casos\/bbk-group-y-walmart-chile-innovando-en-experiencia-de-servicio\/"},"modified":"2026-07-07T18:10:25","modified_gmt":"2026-07-07T22:10:25","slug":"bbk-group-y-walmart-chile-innovando-en-experiencia-de-servicio","status":"publish","type":"casos","link":"https:\/\/bbk.naitus.cl\/en\/case-studies\/bbk-group-y-walmart-chile-innovando-en-experiencia-de-servicio\/","title":{"rendered":"BBK Group and Walmart Chile Innovating in Service Experience"},"content":{"rendered":"\t\t
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BBK Group and Walmart Chile Innovating in Service Experience<\/h1>\t\t\t\t<\/div>\n\t\t\t\t
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In-depth diagnosis of the Employee Experience at Walmart Chile, which allowed for the identification of key retention drivers and the design of an omnichannel experience model validated through pilot testing.<\/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

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Services<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tService Culture<\/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
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Challenge<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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Generate an in-depth diagnosis of the employee experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Analyze the experience of Walmart Chile collaborators in an integral way, understanding what motivates them, what strengthens their bond with the organization, and which factors affect their retention over time.<\/p><\/div><\/div><\/div><\/div><\/header><\/section><\/div><\/div><\/div><\/div><\/header>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Walmart faced the challenge of deeply understanding the current experience of its collaborators across its different formats, in order to improve the Employee Experience (EX).<\/p><\/div><\/div><\/div><\/div><\/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

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Solution<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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To achieve the proposed objectives, the project was addressed through:<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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Employee segmentation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Qualitative survey.<\/p>

\u00a0<\/div>\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
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BBK Group<\/h4>\t\t\t\t<\/div>\n\t\t\t\t
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Development of a comprehensive, user-centered approach<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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To achieve the proposed objectives, a comprehensive, user-centered approach was developed, applying research, design, and iterative testing. This allowed for the establishment of an omnichannel experience model that integrated service in branches, digital platforms, and self-service points.<\/p><\/div><\/div><\/div><\/div><\/header><\/section>

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A participatory design approach allowed for the involvement of collaborators from different areas in the creation process of the new service model, which was tested through a pilot branch called “Sucursal Garage” prior to final implementation.<\/p><\/div><\/div><\/div><\/div><\/header><\/div><\/div><\/div><\/div><\/header><\/section>

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