{"id":9858,"date":"2026-06-01T16:17:22","date_gmt":"2026-06-01T20:17:22","guid":{"rendered":"https:\/\/bbk.naitus.cl\/casos\/afp-habitat-experiencia-de-afiliados-en-afp-innovacion-y-futuro\/"},"modified":"2026-07-07T18:11:25","modified_gmt":"2026-07-07T22:11:25","slug":"afp-habitat-experiencia-de-afiliados-en-afp-innovacion-y-futuro","status":"publish","type":"casos","link":"https:\/\/bbk.naitus.cl\/en\/case-studies\/afp-habitat-experiencia-de-afiliados-en-afp-innovacion-y-futuro\/","title":{"rendered":"AFP Habitat: Affiliate Experience in AFP, Innovation, and Future"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"9858\" class=\"elementor elementor-9858 elementor-7545\" 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\">AFP Habitat<\/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\">AFP Habitat: Affiliate Experience in Pension Funds, Innovation, and Future<\/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>BBK Group helped AFP Habitat improve the affiliate experience with an innovative approach based on Behavioral Economics and digitalization.<\/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=\"450\" src=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/AFP-Habitat_-Experiencia-de-afiliados-en-AFP-Innovacion-y-futuro-1024x576.jpg\" class=\"attachment-large size-large wp-image-9802\" alt=\"\" srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/AFP-Habitat_-Experiencia-de-afiliados-en-AFP-Innovacion-y-futuro-1024x576.jpg 1024w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/AFP-Habitat_-Experiencia-de-afiliados-en-AFP-Innovacion-y-futuro-300x169.jpg 300w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/AFP-Habitat_-Experiencia-de-afiliados-en-AFP-Innovacion-y-futuro-768x432.jpg 768w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/AFP-Habitat_-Experiencia-de-afiliados-en-AFP-Innovacion-y-futuro.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=\"800\" height=\"450\" data-src=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-1-1024x576.jpg\" class=\"attachment-large size-large wp-image-9864 lazyload\" alt=\"\" data-srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-1-1024x576.jpg 1024w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-1-300x169.jpg 300w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-1-768x432.jpg 768w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-1-1536x864.jpg 1536w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-1-2048x1152.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<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\">Pension Fund Management<\/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\">Research and Insights<\/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\">Improving the affiliate experience in a context of uncertainty<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ae8385 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4ae8385\" 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\"><div class=\"container\"><div class=\"row row-flex\"><div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\"><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\"><p>In 2023, AFP Habitat faced a challenging scenario due to the potential pension system reform in Chile. Given this context, the pension fund manager decided to strengthen its positioning through a strategy focused on the affiliate experience, with the aim of fostering customer loyalty, generating trust, and improving the perception of the service.<\/p><p>The Chilean pension system presents barriers that impact affiliate satisfaction and retention:<\/p><\/div><\/div><\/div><\/div><\/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-69ae123 e-con-full e-flex e-con e-child\" data-id=\"69ae123\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-68cf95c elementor-widget-mobile__width-initial elementor-widget__width-initial elementor-widget elementor-widget-n-accordion\" data-id=\"68cf95c\" 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-1090\" 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-1090\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Crisis of confidence <\/p><\/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-1090\" class=\"elementor-element elementor-element-c1a9f57 e-con-full e-flex e-con e-child\" data-id=\"c1a9f57\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5ed1a3e elementor-widget elementor-widget-text-editor\" data-id=\"5ed1a3e\" 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>AFPs have faced criticism due to low transparency, high commissions, and insufficient pensions.<\/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-1091\" 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-1091\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Difficulty in understanding the system <\/p><\/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-1091\" class=\"elementor-element elementor-element-0704b7a e-con-full e-flex e-con e-child\" data-id=\"0704b7a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-370bbad elementor-widget elementor-widget-text-editor\" data-id=\"370bbad\" 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>Concepts such as profitability, multi-funds, and pension projections are complex for affiliates.<\/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-1092\" 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-1092\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Digitalization gaps <\/p><\/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-1092\" class=\"elementor-element elementor-element-ac66397 e-con-full e-flex e-con e-child\" data-id=\"ac66397\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-df2d406 elementor-widget elementor-widget-text-editor\" data-id=\"df2d406\" 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>Although digital platforms exist, their accessibility and usability are not optimal for all users.<\/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-1093\" 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-1093\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Lack of personalization <\/p><\/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-1093\" class=\"elementor-element elementor-element-dea57a8 e-con-full e-flex e-con e-child\" data-id=\"dea57a8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b467966 elementor-widget elementor-widget-text-editor\" data-id=\"b467966\" 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>Each affiliate has different needs depending on their age, income, and retirement horizon.<\/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\":\"Crisis of confidence\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"AFPs have faced criticism due to low transparency, high commissions, and insufficient pensions.\"}},{\"@type\":\"Question\",\"name\":\"Difficulty in understanding the system\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Concepts such as profitability, multi-funds, and pension projections are complex for affiliates.\"}},{\"@type\":\"Question\",\"name\":\"Digitalization gaps\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Although digital platforms exist, their accessibility and usability are not optimal for all users.\"}},{\"@type\":\"Question\",\"name\":\"Lack of personalization\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Each affiliate has different needs depending on their age, income, and retirement horizon.\"}}]}<\/script>\n\t\t\t\t\t\t\t<\/div>\n\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>To address these challenges, AFP Habitat entrusted BBK Group with designing and implementing an experience model based on a strategic and innovative approach.<\/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\/afp-habitat-caso-5-bbk-group-3-1024x576.jpg\" class=\"attachment-large size-large wp-image-9862 lazyload\" alt=\"\" data-srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-3-1024x576.jpg 1024w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-3-300x169.jpg 300w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-3-768x432.jpg 768w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-3-1536x864.jpg 1536w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-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<div class=\"elementor-element elementor-element-23e162a elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"23e162a\" 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\/afp-habitat-caso-5-bbk-group-2-1024x576.jpg\" class=\"attachment-large size-large wp-image-9863 lazyload\" alt=\"\" data-srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-2-1024x576.jpg 1024w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-2-300x169.jpg 300w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-2-768x432.jpg 768w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-2-1536x864.jpg 1536w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-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\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-68c2092 e-flex e-con-boxed e-con e-parent\" data-id=\"68c2092\" 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-8579e1c e-con-full e-flex e-con e-child\" data-id=\"8579e1c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-60c1e56 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"60c1e56\" 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-7a79274 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"7a79274\" 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\">Design and implementation of an optimized experience model<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-29cef1d elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"29cef1d\" 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\"><div class=\"container\"><div class=\"row row-flex\"><div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\"><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\"><p>To transform the affiliate experience, a structured approach with several stages was developed:<\/p><\/div><\/div><\/div><\/div><\/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-b29239e e-con-full e-flex e-con e-child\" data-id=\"b29239e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-40f93d6 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"40f93d6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Diagnosis of the current experience<\/p>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bd4c894 elementor-widget__width-initial elementor-widget elementor-widget-counter\" data-id=\"bd4c894\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">Interviews with employees from different levels.<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"2000\" data-to-value=\"26\" data-from-value=\"0\" data-delimiter=\",\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\"><\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c39e753 elementor-widget__width-initial elementor-widget elementor-widget-counter\" data-id=\"c39e753\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">Field visits to observe real interactions with affiliates.<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"2000\" data-to-value=\"3\" data-from-value=\"0\" data-delimiter=\",\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\"><\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62f0b8b elementor-widget__width-initial elementor-widget elementor-widget-counter\" data-id=\"62f0b8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">Interviews with affiliates and non-affiliates to understand expectations.<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"2000\" data-to-value=\"23\" data-from-value=\"0\" data-delimiter=\",\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\"><\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8bd0c15 elementor-widget__width-initial elementor-widget elementor-widget-counter\" data-id=\"8bd0c15\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">Surveys to customers to evaluate perception and needs.<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"2000\" data-to-value=\"548\" data-from-value=\"0\" data-delimiter=\",\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\"><\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d79517 elementor-widget__width-initial elementor-widget elementor-widget-counter\" data-id=\"2d79517\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"counter.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-counter\">\n\t\t\t<div class=\"elementor-counter-title\">Competitor studies to identify opportunities for improvement.<\/div>\t\t\t<div class=\"elementor-counter-number-wrapper\">\n\t\t\t\t<span class=\"elementor-counter-number-prefix\"><\/span>\n\t\t\t\t<span class=\"elementor-counter-number\" data-duration=\"2000\" data-to-value=\"7\" data-from-value=\"0\" data-delimiter=\",\">0<\/span>\n\t\t\t\t<span class=\"elementor-counter-number-suffix\"><\/span>\n\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99fe5c5 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"99fe5c5\" 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=\" bbk-block bbk-block-texto text-color-dark prosa rt-medium lh-base fw-500 mt-0-first mb-0-last rmt-64 rmb-64 \"><header class=\"bbk-content__header rmb-64\"><div class=\"container\"><div class=\"row row-flex\"><div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\"><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=\"300\" data-aos-once=\"true\"><p>This data gathering allowed for an understanding of affiliate behavior, their expectations, and the main points of friction in their relationship with the AFP.<\/p><\/div><\/div><\/div><\/div><\/header><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ae194b8 e-con-full e-flex e-con e-child\" data-id=\"ae194b8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3a2fc59 elementor-widget__width-inherit elementor-widget elementor-widget-heading\" data-id=\"3a2fc59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Application of Behavioral Economics<\/p>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d68dea7 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"d68dea7\" 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 improve decision-making and affiliate interaction, Behavioral Economics was applied, a methodology that analyzes cognitive biases, emotions, and habits to design effective strategies.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f3c3fa2 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"f3c3fa2\" 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\">This technique allowed for:<\/p><ul><li class=\"rt-large\">Identifying factors that affect trust in the AFP and defining strategies to reduce uncertainty.<\/li><li class=\"rt-large\">Designing more intuitive digital tools that facilitate the understanding of pension savings.<\/li><li class=\"rt-large\">Creating more effective communication models that reduce the complexity of the pension system.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4f6ffb3 e-con-full e-flex e-con e-child\" data-id=\"4f6ffb3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-44b3162 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"44b3162\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Design of a new affiliate experience<\/p>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7e04182 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"7e04182\" 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 diagnosis, BBK Group defined an experience model based on the CX Framework, which included:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c5e8f7 elementor-widget-mobile__width-initial elementor-widget__width-initial elementor-widget elementor-widget-n-accordion\" data-id=\"2c5e8f7\" 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-4650\" 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-4650\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Experience hallmark <\/p><\/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-4650\" class=\"elementor-element elementor-element-e58875d e-con-full e-flex e-con e-child\" data-id=\"e58875d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6a53342 elementor-widget elementor-widget-text-editor\" data-id=\"6a53342\" 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 strategic definition to guide customer service and standardize service quality.<\/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-4651\" 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-4651\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Optimized channel model <\/p><\/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-4651\" class=\"elementor-element elementor-element-bbd8553 e-con-full e-flex e-con e-child\" data-id=\"bbd8553\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0e8f297 elementor-widget elementor-widget-text-editor\" data-id=\"0e8f297\" 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>Restructuring of the management and operation of service channels.<\/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-4652\" 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-4652\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Personalized customer journeys <\/p><\/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-4652\" class=\"elementor-element elementor-element-abce599 e-con-full e-flex e-con e-child\" data-id=\"abce599\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b92fcc1 elementor-widget elementor-widget-text-editor\" data-id=\"b92fcc1\" 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>Design of customer journeys aligned with their needs and expectations.<\/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-4653\" 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-4653\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Strategic initiatives <\/p><\/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-4653\" class=\"elementor-element elementor-element-7c9c99e e-con-full e-flex e-con e-child\" data-id=\"7c9c99e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fb253a7 elementor-widget elementor-widget-text-editor\" data-id=\"fb253a7\" 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>Prioritization of internal actions to improve the affiliate experience.<\/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-4654\" 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-4654\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><p class=\"e-n-accordion-item-title-text\"> Measurement model <\/p><\/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-4654\" class=\"elementor-element elementor-element-1b54ed4 e-con-full e-flex e-con e-child\" data-id=\"1b54ed4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-267986c elementor-widget elementor-widget-text-editor\" data-id=\"267986c\" 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>Creation of perception and operational indicators to evaluate the impact of the implemented improvements.<\/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\":\"Experience hallmark\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"A strategic definition to guide customer service and standardize service quality.\"}},{\"@type\":\"Question\",\"name\":\"Optimized channel model\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Restructuring of the management and operation of service channels.\"}},{\"@type\":\"Question\",\"name\":\"Personalized customer journeys\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Design of customer journeys aligned with their needs and expectations.\"}},{\"@type\":\"Question\",\"name\":\"Strategic initiatives\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Prioritization of internal actions to improve the affiliate experience.\"}},{\"@type\":\"Question\",\"name\":\"Measurement model\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Creation of perception and operational indicators to evaluate the impact of the implemented improvements.\"}}]}<\/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-70e00f5 e-con-full e-flex e-con e-child\" data-id=\"70e00f5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-228aa87 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"228aa87\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<p class=\"elementor-heading-title elementor-size-default\">Implementation of an Omnichannel Strategy<\/p>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4d65083 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"4d65083\" 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 correct execution of the strategy, BBK Group formed work cells with internal teams from AFP Habitat in key areas such as operations, experience, and channels.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c462c02 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"c462c02\" 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\">The process included:<\/p><ul><li class=\"rt-medium\">Definition of an implementation roadmap.<\/li><li class=\"rt-medium\">Teamwork methodology with specific roles.<\/li><li class=\"rt-medium\">Support during the execution of each initiative.<\/li><\/ul><p>\u00a0<\/p><p>Thanks to this approach, the improvements in the affiliate experience were integrated throughout the company, driving an organizational change focused on the customer.<\/p>\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-9285a01 e-con-full e-flex e-con e-parent\" data-id=\"9285a01\" 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-04dcf77 e-flex e-con-boxed e-con e-child\" data-id=\"04dcf77\" 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-bc1345e elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"bc1345e\" 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\/afp-habitat-caso-5-bbk-group-4-1024x576.jpg\" class=\"attachment-large size-large wp-image-9860 lazyload\" alt=\"\" data-srcset=\"https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-4-1024x576.jpg 1024w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-4-300x169.jpg 300w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-4-768x432.jpg 768w, https:\/\/bbk.naitus.cl\/wp-content\/uploads\/2026\/06\/afp-habitat-caso-5-bbk-group-4.jpg 1080w\" 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-d6fdf50 e-flex e-con-boxed e-con e-parent\" data-id=\"d6fdf50\" 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-d5f33b6 e-con-full e-flex e-con e-child\" data-id=\"d5f33b6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-48b2198 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"48b2198\" 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-d64f374 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"d64f374\" 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\">Impact of the strategy on the affiliate experience<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-66fb9e1 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"66fb9e1\" 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>The implementation of the experience model generated significant improvements at AFP Habitat:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b6e7de0 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"b6e7de0\" 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\"><div class=\"container\"><div class=\"row row-flex\"><div class=\"col-right col-sm-12 col-md-7 col-lg-7 col-lg-offset-1 mt-0-first mb-0-last\"><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\"><p><strong>Greater affiliate satisfaction:<\/strong> More efficient processes and clear communication have improved the perception of the service.<\/p><p><strong>Reinforcement of trust:<\/strong> Transparency in information has reduced uncertainty regarding the pension system.<\/p><p><strong>Effective digitalization:<\/strong> Optimized platforms have facilitated self-management for affiliates.<\/p><\/div><\/div><\/div><\/div><\/header>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-483fd8c elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"483fd8c\" 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 data-path-to-node=\"3,3,0\"><b data-path-to-node=\"3,3,0\" data-index-in-node=\"0\">Greater customer loyalty<\/b>: Personalization of the experience has generated a stronger connection with affiliates.<\/p><p data-path-to-node=\"3,4,0\"><b data-path-to-node=\"3,4,0\" data-index-in-node=\"0\">Optimization of internal processes<\/b>: Operational reorganization has allowed for better customer service and management.<\/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","protected":false},"featured_media":0,"template":"","meta":{"_acf_changed":false},"categories":[40],"class_list":["post-9858","casos","type-casos","status-publish","hentry","category-experience-strategy-design"],"acf":[],"_links":{"self":[{"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/casos\/9858","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":5,"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/casos\/9858\/revisions"}],"predecessor-version":[{"id":10462,"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/casos\/9858\/revisions\/10462"}],"wp:attachment":[{"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/media?parent=9858"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bbk.naitus.cl\/en\/wp-json\/wp\/v2\/categories?post=9858"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}