A Process Mining Based Model for Customer Journey Mapping

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Ressource 1Télécharger: bernard2017cjm.pdf (614.65 [Ko])
Etat: Public
Version: de l'auteur
ID Serval
serval:BIB_6FD456C4AB58
Type
Actes de conférence (partie): contribution originale à la littérature scientifique, publiée à l'occasion de conférences scientifiques, dans un ouvrage de compte-rendu (proceedings), ou dans l'édition spéciale d'un journal reconnu (conference proceedings).
Collection
Publications
Institution
Titre
A Process Mining Based Model for Customer Journey Mapping
Titre de la conférence
Forum and Doctoral Consortium Papers Presented at the 29th International Conference on Advanced Information Systems Engineering (CAiSE 2017)
Auteur(s)
Bernard G., Andritsos P.
Editeur
CEUR Workshop Proceedings
Adresse
Essen, Germany
Statut éditorial
Publié
Date de publication
06/2017
Peer-reviewed
Oui
Editeur scientifique
Franch X., Ralyté J.
Volume
1848
Pages
49-56
Langue
anglais
Résumé
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.
Mots-clé
customer journey mapping, process mining, customer journey analytics
Création de la notice
22/08/2017 10:56
Dernière modification de la notice
21/08/2019 6:09
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