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- This recognition not only validates consistent performance over time, but also reinforces a conviction that has been present since the company’s beginnings: placing the customer at the center of every decision.
In a highly competitive and constantly evolving industry—where technology advances at great speed and customer expectations continue to rise—differentiation no longer depends solely on the offering. Beyond a simple transaction, what consumers seek is a genuine connection. It is the emotional imprint a brand leaves after each interaction that has gained significant importance, becoming a decisive factor when choosing between one brand and another.
Under this premise, WOM once again sets the standard in the Chilean market by securing, for the fifth time, first place in one of the country’s most relevant benchmarks: PXI 2026.
This recognition not only validates consistent performance over time, but also reinforces a conviction that has been present since the company’s beginnings: placing the customer at the center of every decision.
“Customer experience has been one of our main priorities since we arrived in Chile more than 10 years ago. Leading this ranking once again fills us with pride and also challenges us to continue improving for the benefit of our customers. Good service is a key differentiator in an increasingly commoditized industry, and that is where we have focused our efforts”, said María José Lafferte, WOM’s Customer Experience Manager.
Unlike other approaches that fragment the experience into specific areas or processes, WOM has, from the outset, promoted a comprehensive vision in which every interaction matters. From the very first contact, the company seeks to deliver close and human experiences, understanding that each customer has different needs and expectations. This ability to adapt, combined with active listening, has been essential in building long-term relationships based on trust.
“This recognition is not about a specific area or team, but about the commitment of everyone who is part of WOM—from Arica to Punta Arenas—who understand that customer experience is built day by day, and we will continue working to strengthen this connection in every interaction”, added María José Lafferte.
At the same time, this approach has been supported by WOM’s significant network deployment. In just one decade, the company has installed more than 6,300 of its own antennas across Chile, strengthening its territorial presence and significantly improving service quality. This development not only enables better connectivity, but also provides smoother and more reliable browsing experiences for millions of users.
The combination of strong service and a customer-centric culture is key to achieving consistent results over time; however, it remains an ongoing challenge. In an environment where consumer demands evolve rapidly, maintaining first place requires meeting expectations that customers often compare not only with competitors, but also with other industries. Therefore, sustaining best practices and continuously innovating through new technologies emerging in the market is essential. PXI measures not only effectiveness in addressing needs, but also companies’ ability to connect with and empathize with their customers’ emotions. In this regard, WOM has demonstrated not only operational efficiency, but also a deep understanding of what its customers value: closeness and connection.
In conclusion, María José Lafferte, WOM’s Customer Experience Manager, stated: “We thank each and every one of our customers. You are the driving force behind our service and the ones who inspire us to keep improving year after year. Our commitment is to continue raising industry standards, because in doing so, the ones who truly benefit are not only our customers, but all people in Chile.”
