Cjm-ex: Goal-oriented exploration of customer journey maps using event logs and data analytics.

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Serval ID
serval:BIB_BB775FBC9ECE
Type
Proceedings: the proceedings of a conference.
Collection
Publications
Institution
Title
Cjm-ex: Goal-oriented exploration of customer journey maps using event logs and data analytics.
Organization
BPM 2017
Address
Barcelona, Spain
Issued date
09/2017
Editor
Bernard Gaël, Andritsos Periklis
Language
english
Number of pages
5
Abstract
Customer journey maps (CJMs) are used to understand customers' behavior, and ultimately to better serve them. This new approach is used in numerous disciplines for different purposes. As a response, several software applications have emerged. Although they provide interfaces to understand CJMs, they lack measures to assist in decision making. We contribute by proposing a CJM model. We show its potential by using it with process mining, a data analytics technique that we leverage to assess the impact of the journey's duration on the customer experience. The model brings data scientists and customer journey planners closer together, the first step in gaining a better understanding of customer behavior. This study also highlights the prospective value of process mining for CJM analysis.
Keywords
customer journey mapping, process mining, customer journey analytics, hierarchical clustering, sequence mining
Create date
12/01/2018 14:48
Last modification date
21/08/2019 6:10
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