Youssif Shaaban Mohamed <br/><br/>
Enhancing Customer Experience through Implementing Process Mining to Discover and Analyze Customer Journey 
/Youssif Shaaban Mohamed 
 -  2024 
 - 82 p.   ill.   21 cm.  
<br/><br/>Supervisor: <br/>Alaa Eldin Idris<br/> 
<br/><br/>Project (M.A.)—Nile University, Egypt, 2024 . 
<br/><br/>"Includes bibliographical references" 
<br/><br/>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 
<br/><br/> 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. 
<br/><br/><br/>Text in English, abstracts in English and Arabic 
<br/><br/><label>Standard No.: </label>0009-0006-6315-5386  ORCID 
<br/><br/><label>Subjects--Topical Terms: </label><br/>MOT
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Dissertation, Academic
<br/><br/><label>Dewey Class. No.: </label>658.4