Taking a customer journey with process mining

38:37Recorded on 21 June 2023 at TU Eindhoven

Vanessa Schindler(T4media, Germany)

Process mining has several advantages over classical web analytics. Vanessa shows how to better understand the customer journey based on process mining.

Synopsis

T4media specializes in optimizing and personalizing websites for customers. Vanessa shows us what process mining adds to her toolbox as a customer journey analyst. Of course, she still uses web analytics tools like Google Analytics, but process mining helps her focus on the user’s actual behavior.

Technically, the data is available without any problems: The Case ID is the user on the website, the Activity is the website's page name, and the Timestamp is the time of the visit. What is difficult is the complexity of the user journeys: The data needs to be simplified to answer targeted questions. Vanessa demonstrates, based on several examples, how this works.

More from Process Mining Camp 2023

Physical processes have a gut feeling

Eric N. Kildea (Radwell International)

At Radwell, physical machines and spare parts are sent from one place to another. Eric analyzes these processes to help managers apply data to their intuition to make the right decisions.

Analyzing hospital business units for a reorganization

Stefan Wick (Universitätshospital Zürich)

Stefan's data wrangling was a crucial success factor for applying process mining to his healthcare processes. He shows two concrete examples of the data transformations he had to do.

The challenges of using process mining in internal audit

Xhentilo Karaj (Euroclear)

Xhentilo discusses the concrete challenges he has encountered in the data collection, data pre-processing, and data analysis phases of his audits in the past.

Building a process mining community at the European Union

Franck Diafouka (European Medicines Agency), Ruth Zonanashvili (European Medicines Agency), and Mithra Gruber (European Medicines Agency)

Franck, Ruth, and Mithra share their experience of establishing a working group in a process mining capacity within an EU Agency and across several EU bodies.

Explore Process Mining Camp 2023

© 2024 by Fluxicon BV, all rights reserved.
You can read our privacy policy here.

Page created in 16 ms.