The Science of Customer Experience: Process Mining to Enhance Customer Journey

This session explores the emerging field of Customer Journey Mining: the process of analyzing customer interactions and behavior to gain insights into an entire customer's experience with a product or service. This analysis allows companies to understand a customer's journey through various touchpoints, from the initial interaction to the purchase and beyond. Understanding the intricate relationship between business process execution and customer loyalty is essential to driving meaningful change in organizations.

The challenge: The processes underlying the customer journey have a profound impact on customer satisfaction. However, this relationship between customer journey and customer satisfaction is often intransparent. Averaged sentiment values from customers that consolidate feedback are often not enough to provide detailed insights.

In this session, Sprint Reply analyzes a data-driven use case that demonstrates benefits of Customer Journey Mining in connection with increasing customer satisfaction. Learn from the experts how you can leverage the synergies of Process Mining and experience management software to optimize and improve your customer interactions.