Cuprum AFP, a Chilean company with a solid track record of more than 35 years in the large copper mining sector, partnered with Izo to drive a true transformation in its customer experience. Recognizing the strategic importance of customer experience in its industry, Cuprum AFP was committed to developing a culture of experience that was rooted in every aspect of its organization.

The first step was to carry out an exhaustive diagnosis of the behaviors and expectations of up to 5 archetypes of Cuprum AFP clients. Through this detailed analysis, the needs and preferences of each customer segment were identified, allowing Cuprum AFP to customize its strategies and actions to better serve its customers.

Based on the diagnostic findings, Cuprum AFP and Izo worked together to implement a culture of experience across the organization. Training and awareness programs were developed for all staff, with the objective of creating a shared understanding of the importance of the customer experience and encouraging a customer-centered approach in all areas of the company.

In addition, specific actions were identified to be carried out with each customer archetype, in order to address their needs in a personalized way and improve their experience at all points of contact with the company.

The result was a significant transformation in the customer experience at Cuprum AFP. By implementing a culture of experience and customizing actions with each customer segment, Cuprum AFP was able to improve customer satisfaction and strengthen its relationship with its existing customers.

The partnership between Cuprum AFP and Izo in developing a culture of experience was a real success. By focusing on understanding and meeting the specific needs of its customers, Cuprum AFP was able to differentiate itself in a competitive market and generate tangible results in terms of customer satisfaction and business success. This story highlights the transformative power of customer-centric organizational culture and strategic collaboration to drive excellence in the customer experience.