Publicación:

Estrategia de modernización de los servicios financieros del BBVA Colombia 2014- 2016 en el Municipio de Popayán- Cauca.

Resumen

The human capital of organizations over time has taken great importance, to the point of being considered the most important asset, is the basis with which it has to manage and lead projects or proposals that encourage innovation and that additional contribute competitivenes. To this end, the modernization process is proposed under a structural program called "Plan 2000" towards the banking digitalization transformation focused on the customer experience (UX). The objective is the implementation of a virtual banking in which the clients have their interaction in the network and are called digital customers. The main objective of the proposal is to analyze the modernization strategy from the point of view of human capital as a fundamental principle for the satisfaction of customer service, focusing on financial services within the 2014-2016 period. Where it is about finding how the client or user was affected, the employees and how the changes are given by each intervening actor.