Customer journeys and process mining – challenges and opportunities

Ragnhild Halvorsrud, Felix Mannhardt, Ophelia Prillard, Costas Boletsis

Research output: Contribution to journalConference articlepeer-review

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Abstract

Recently, there has been increased awareness about the importance of data derived from actual customer journeys, including the subjective customer experience, in the analysis and evaluation of service quality. In this paper, we explore how customer journey analysis and process mining can be combined to advance the analysis and improvement of services. First, we demonstrate the strengths and weaknesses of both methodologies using a specific case study as an illustrative example. Subsequently, we delve into the synergies and challenges inherent in their combination, deriving practical guidelines. We then suggest avenues for further research questions in this cross-disciplinary approach. The paper underscores the potential of aligning these methodologies to provide a more accurate and complete understanding of service delivery, ultimately contributing to the enhancement of customer experience.
Original languageEnglish
Article number05002
Number of pages13
JournalITM Web of Conferences
Volume62
DOIs
Publication statusPublished - 1 Feb 2024
EventInternational Conference on Exploring Service Science, IESS 2.4 - Brno, Czech Republic
Duration: 8 Feb 20249 Feb 2024

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