Evaluación del proceso de transformación digital desde el enfoque de la experiencia de usuarios del programa Brilla de Gases del Caribe en el departamento del Atlántico
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Fecha
2024
Autores
Castro Torres, Daniela
Sánchez Bruno, José Fernando
Viloria Arcón, Jeffrey Andrés
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Ediciones Universidad Simón Bolívar
Facultad de Administración y Negocios
Facultad de Administración y Negocios
Resumen
Este proyecto de investigación se enfocó en evaluar cómo la transformación
digital ha influido en la experiencia de usuarios del programa "Brilla" de Gases del
Caribe en el departamento de Atlántico. "Brilla" es un programa de crédito no
bancario que ofrece la empresa Gases del Caribe a sus usuarios con buen
comportamiento de pago del servicio de gas. La empresa realizó un proceso de
transformación digital con el fin de mejorar la adquisición del crédito por parte de los
usuarios finales, de tal forma que les permitiera acceder a su crédito de manera más
eficiente y segura. Por tal motivo se llevó a cabo un estudio detallado para analizar
cómo la transformación digital ha impactado en la experiencia del usuario,
satisfacción del cliente generando valor agregado y confiabilidad del servicio.
La transformación digital está fundamentada en varios paradigmas clave que
impulsan su evolución y adopción en las organizaciones. En primer lugar, el
paradigma de la innovación constante exige a las empresas mantener una
mentalidad abierta con flexibilidad para adaptarse a nuevas tecnologías y métodos
de trabajo. En segundo lugar, la orientación al cliente se ha convertido en un eje
central, donde el uso de datos permite personalizar como también mejorar la
experiencia del usuario.
This research project focused on evaluating how digital transformation has influenced the user experience of the Gases del Caribe "Brilla" program in the department of Atlántico. "Brilla" is a non-banking credit program offered by the Gases del Caribe company to its users with good payment behavior for gas service. The company carried out a digital transformation process in order to improve the acquisition of credit by end users, in such a way that it would allow them to access their credit in a more efficient and secure manner. For this reason, a detailed study was carried out to analyze how digital transformation has impacted the user experience, customer satisfaction, generating added value and service reliability. Digital transformation is based on several key paradigms that drive its evolution and adoption in organizations. First, the paradigm of constant innovation requires companies to maintain an open mindset with flexibility to adapt to new technologies and work methods. Secondly, customer orientation has become a central axis, where the use of data allows us to personalize as well as improve the user experience.
This research project focused on evaluating how digital transformation has influenced the user experience of the Gases del Caribe "Brilla" program in the department of Atlántico. "Brilla" is a non-banking credit program offered by the Gases del Caribe company to its users with good payment behavior for gas service. The company carried out a digital transformation process in order to improve the acquisition of credit by end users, in such a way that it would allow them to access their credit in a more efficient and secure manner. For this reason, a detailed study was carried out to analyze how digital transformation has impacted the user experience, customer satisfaction, generating added value and service reliability. Digital transformation is based on several key paradigms that drive its evolution and adoption in organizations. First, the paradigm of constant innovation requires companies to maintain an open mindset with flexibility to adapt to new technologies and work methods. Secondly, customer orientation has become a central axis, where the use of data allows us to personalize as well as improve the user experience.
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Palabras clave
Transformación digital, Competitividad, Innovación, Programa "Brilla”
