Using Process Mining Techniques for Customer Journey Maps
|Process Mining Framework Proposed in Paper|
Today will take a quick look at this paper published recently by two leading business school professors. Reference is listed below.
The authors in the reviewed paper provide a model that is intended for any one who is interested in mapping customer experience by clarifying the components of Customer Journey Maps (CJMs) . By purposefully drawing upon a standard born within the process mining arena, the model presented exhibits the following features:
- it is easily exploitable by data analytics tools,
- it is extensible to fit a domain-specific application, and
- it is not tool-dependent.
|Simple scenario for application of process mining on CJMs|
The authors believe that the advances in the sentiment analysis algorithm, the growing complexity of customers’ needs, and the expanding amount of data produced provide an exciting opportunity to advance our knowledge of CJMs with empirical tools.