Enhancing Customer Experience through Implementing Process Mining to Discover and Analyze Customer Journey (Record no. 10902)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 07651nam a22002657a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 201210b2024 a|||f bm|| 00| 0 eng d |
| 024 7# - Author Identifier | |
| Standard number or code | 0009-0006-6315-5386 |
| Source of number or code | ORCID |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | EG-CaNU |
| Transcribing agency | EG-CaNU |
| 041 0# - Language Code | |
| Language code of text | eng |
| Language code of abstract | eng |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER | |
| Classification number | 658.4 |
| 100 0# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Youssif Shaaban Mohamed |
| 245 1# - TITLE STATEMENT | |
| Title | Enhancing Customer Experience through Implementing Process Mining to Discover and Analyze Customer Journey |
| Statement of responsibility, etc. | /Youssif Shaaban Mohamed |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2024 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 82 p. |
| Other physical details | ill. |
| Dimensions | 21 cm. |
| 500 ## - GENERAL NOTE | |
| Materials specified | Supervisor: <br/>Alaa Eldin Idris<br/> |
| 502 ## - Dissertation Note | |
| Dissertation type | Project (M.A.)—Nile University, Egypt, 2024 . |
| 504 ## - Bibliography | |
| Bibliography | "Includes bibliographical references" |
| 505 0# - Contents | |
| Formatted contents note | Contents:<br/>TABLE OF CONTENTS<br/>CERTIFICATE OF APPROVAL................................................................................... ii<br/>COPYRIGHT...................................................................................................................iii<br/>DEDICATION.................................................................................................................. iv<br/>ACKNOWLEDGEMENT................................................................................................ v<br/>DECLARATION.............................................................................................................. vi<br/>ABSTRACT..................................................................................................................... vii<br/>TABLE OF CONTENTS .............................................................................................. viii<br/>LIST OF ABBREVIATIONS .......................................................................................... x<br/>LIST OF FIGURES ......................................................................................................... xi<br/>CHAPTER 1 INTRODUCTION..................................................................................... 1<br/>1.1 INTRODUCTION................................................................................................... 1<br/>1.2 RESEARCH DOCUMENT STRUCTURE .......................................................... 3<br/>CHAPTER 2 CUSTOMER JOURNEY MAPPING AND PROCESS MINING........ 4<br/>2.1 CUSTOMER JOURNEY MAPPING ................................................................... 4<br/>2.1.1. DEFINING CUSTOMER JOURNEY MAPPING .......................................... 4<br/>2.1.2 BENEFITS OF CUSTOMER JOURNEY MAPPING..................................... 7<br/>2.1.3 CUSTOMER JOURNEY MAPPING PROCESS............................................. 8<br/>2.1.4 CUSTOMER JOURNEY MAPPING RESEARCH METHODS.................. 10<br/>2.1.5 CUSTOMER JOURNEY ANALYSIS ............................................................. 12<br/>2.2 PROCESS MINING.............................................................................................. 15<br/>2.2.1 PREFACE........................................................................................................... 15<br/>2.2.2 PROCESS MINING APPLICATIONS ........................................................... 16<br/>2.2.3 EVENT LOGS ANALYSIS............................................................................... 18<br/>2.2.4 PROCESS MINING ALGORITHMS.............................................................. 21<br/>2.2.5 TRACE CLUSTERING .................................................................................... 22<br/>2.3 DISCOVERING CUSTOMER JOURNEYS USING PROCESS MINING.... 24<br/>CHAPTER 3 RESEARCH METHODOLOGY........................................................... 26<br/>3.1 PROBLEM STATEMENT .................................................................................. 26<br/>3.2 RESEARCH QUESTION .................................................................................... 27<br/>3.3 RESEARCH OBJECTIVES ................................................................................ 27<br/>ix<br/>3.3.1 THE MAIN OBJECTIVE OF THE STUDY............................................... 27<br/>3.3.2 SUB-OBJECTIVES OF THE STUDY ......................................................... 27<br/>3.4 RESEARCH METHODOLOGY ........................................................................ 28<br/>3.5 STUDY DESIGN................................................................................................... 29<br/>3.7 THE EMPIRICAL STUDY ................................................................................. 30<br/>3.8 THE SAMPLE....................................................................................................... 31<br/>CHAPTER 4 RESULTS AND DISCUSSIONS ........................................................... 32<br/>4.1 DATA PROCESSING RESULTS ....................................................................... 32<br/>4.2 MODEL GENERATION AND ANALYSIS ...................................................... 36<br/>Clustering of Customers' Behaviors.......................................................................... 42<br/>Geographical factor's Effects on Touchpoint interaction ....................................... 49<br/>CHAPTER 5 CONCLUSIONS AND RECOMMENDATIONS ................................ 54<br/>5.1 LIMITATION OF THE STUDY......................................................................... 54<br/>5.2 FUTURE WORK RECOMMENDATIONS ...................................................... 55<br/>REFERENCES................................................................................................................ 56<br/>APPENDICES................................................................................................................. 62<br/>APPENDIX A: CUSTOMER JOURNEY MODEL ................................................ 62 |
| 520 3# - Abstract | |
| Abstract | Abstract:<br/>In today’s world where companies struggle with strong competition, understanding and <br/>managing customer experience (CX) becomes an essential practice that can differentiate <br/>them among other competitors. One of the main CX tools is customer journey mapping. <br/>The customer journey represents all the interactions that the customer encounters with the <br/>company while achieving certain goals in his relationship stage with the company. <br/>Customer journey involves several touchpoints, including contact centers, retail stores, <br/>web, mobile apps, and support channels. Customer journey mapping (CJM) aims to <br/>visualize these interactions in a way that is easy to understand and analyze the customer <br/>journey to better design the customer journey to meet customer expectations. This project <br/>aims to show the impact of using process mining as a tool to discover and analyze <br/>customer support journey using customer interactional data stored on different systems of <br/>one of the largest telecommunication companies in Egypt. This impact is shown through <br/>the depth of data generated by process mining and the variety of insights gained from it.<br/>Using process mining shows the lifecycle of customer support journeys and how quality <br/>of customer Issue resolution is a significant factor in shaping the customer experience. <br/>Also, process mining helps identify bottlenecks on the problem level and the main <br/>geographical areas of these bottlenecks. Process mining shows the dynamics of <br/>touchpoint interactions and their relations with the total number of problems that <br/>customers face during the study period. This opens the door to real improvement in<br/>support process efficiency, introduces the need of new company-level KPIs and can be <br/>used as a tool for delivering personalized experience. |
| 546 ## - Language Note | |
| Language Note | Text in English, abstracts in English and Arabic |
| 650 #4 - Subject | |
| Subject | MOT |
| 655 #7 - Index Term-Genre/Form | |
| Source of term | NULIB |
| focus term | Dissertation, Academic |
| 690 ## - Subject | |
| School | MOT |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Thesis |
| 650 #4 - Subject | |
| -- | 309 |
| 655 #7 - Index Term-Genre/Form | |
| -- | 187 |
| 690 ## - Subject | |
| -- | 309 |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Date acquired | Total Checkouts | Full call number | Date last seen | Price effective from | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Main library | Main library | 09/25/2024 | 658.4/ Y.S.E/ 2024 | 09/25/2024 | 09/25/2024 | Thesis |