TY - JOUR
T1 - Omnichannel
T2 - key tool for customer service improvement and innovation in the healthcare sector
AU - Porto, Luis Alberto Nieto
AU - Parra-Sánchez, Diana Teresa
N1 - Publisher Copyright:
© 2023 Universidad Autónoma de Bucaramanga - UNAB.
PY - 2023/7
Y1 - 2023/7
N2 - The SAGICC platform stands out as an innovative omnichannel solution in the healthcare sector, enhancing interactions between providers and patients while fostering organizational agility amid the challenges posed by the COVID-19 pandemic. This theoretical study delves into the integration and functionality of SAGICC, highlighting its alignment with the diffusion of innovation theory and its potential to improve customer experience. Through an in-depth analysis of its modules—Bot Builder, Omnichannel Surveys, and OmniWidget—the study illustrates how SAGICC supports continuous and efficient patient care while bolstering technological readiness and staff training. Theoretical and practical discussions emphasize the significance of a well-implemented omnichannel strategy with profound implications for digital transformation in healthcare.
AB - The SAGICC platform stands out as an innovative omnichannel solution in the healthcare sector, enhancing interactions between providers and patients while fostering organizational agility amid the challenges posed by the COVID-19 pandemic. This theoretical study delves into the integration and functionality of SAGICC, highlighting its alignment with the diffusion of innovation theory and its potential to improve customer experience. Through an in-depth analysis of its modules—Bot Builder, Omnichannel Surveys, and OmniWidget—the study illustrates how SAGICC supports continuous and efficient patient care while bolstering technological readiness and staff training. Theoretical and practical discussions emphasize the significance of a well-implemented omnichannel strategy with profound implications for digital transformation in healthcare.
KW - Artificial Intelligence
KW - Customer experience
KW - Diffusion of Innovation
KW - Digital transformation
KW - Omnichannel
UR - http://www.scopus.com/inward/record.url?scp=85182561096&partnerID=8YFLogxK
U2 - 10.29375/25392115.4850
DO - 10.29375/25392115.4850
M3 - Artículo Científico
AN - SCOPUS:85182561096
SN - 1657-2831
VL - 24
SP - 39
EP - 51
JO - Revista Colombiana de Computación
JF - Revista Colombiana de Computación
IS - 2
ER -