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Analyzing Customer Journey with Process Mining: From Discovery to Recommendations

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References

2016Understanding Customer Experience Throughout the Customer Journey5,744 cited
2016Process Mining2,166 cited
2007Fuzzy Mining – Adaptive Process Simplification Based on Multi-perspective Metrics890 cited
2005Discovering Social Networks from Event Logs451 cited
2009Trace Clustering in Process Mining364 cited
2016Improving service quality through customer journey analysis267 cited
2008Supporting Flexible Processes through Recommendations Based on History192 cited
2014Mapping customer journeys in multichannel decision-making173 cited
2017Online conformance checking: relating event streams to process models using prefix-alignments106 cited

Cited by

2020Mapping the Patient’s Journey in Healthcare through Process Mining52 cited
2019Optimizing customer journey using process mining and sequence-aware recommendation39 cited
2021Deep customer segmentation with applications to a Vietnamese supermarkets’ data29 cited
2024A hybrid machine learning with process analytics for predicting customer experience in online insurance services industry26 cited
2019Speaking with Actions - Learning Customer Journey Behavior16 cited

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