Process Mining For Customer Journeys

Process Mining Use Cases

This article is part of a collection of process mining examples organized by use case. You can find the full overview here.

A customer journey analysis means that you are taking the perspective of the customer and analyze how they are interacting with your organization (rather than looking at how the internal processes work). Goals of the analysis are typically more qualitative, such as increasing the user experience. Technically, this may involve analyzing click-stream data from the website. But customer journey analysts often analyze the processes across multiple channels as well.

Anne Rozinat

Anne Rozinat

Market, customers, and everything else

Anne knows how to mine a process like no other. She has conducted a large number of process mining projects with companies such as Philips Healthcare, Océ, ASML, Philips Consumer Lifestyle, and many others.