000			07651nam a22002657a 4500
008			201210b2024 a|||f bm|| 00| 0 eng d
024	7		_a0009-0006-6315-5386 _2ORCID
040			_aEG-CaNU _cEG-CaNU
041	0		_aeng _beng
082			_a658.4
100	0		_aYoussif Shaaban Mohamed _93575
245	1		_aEnhancing Customer Experience through Implementing Process Mining to Discover and Analyze Customer Journey _c/Youssif Shaaban Mohamed
260			_c2024
300			_a82 p. _bill. _c21 cm.
500			_3Supervisor: Alaa Eldin Idris
502			_aProject (M.A.)—Nile University, Egypt, 2024 .
504			_a"Includes bibliographical references"
505	0		_aContents: TABLE OF CONTENTS CERTIFICATE OF APPROVAL................................................................................... ii COPYRIGHT...................................................................................................................iii DEDICATION.................................................................................................................. iv ACKNOWLEDGEMENT................................................................................................ v DECLARATION.............................................................................................................. vi ABSTRACT..................................................................................................................... vii TABLE OF CONTENTS .............................................................................................. viii LIST OF ABBREVIATIONS .......................................................................................... x LIST OF FIGURES ......................................................................................................... xi CHAPTER 1 INTRODUCTION..................................................................................... 1 1.1 INTRODUCTION................................................................................................... 1 1.2 RESEARCH DOCUMENT STRUCTURE .......................................................... 3 CHAPTER 2 CUSTOMER JOURNEY MAPPING AND PROCESS MINING........ 4 2.1 CUSTOMER JOURNEY MAPPING ................................................................... 4 2.1.1. DEFINING CUSTOMER JOURNEY MAPPING .......................................... 4 2.1.2 BENEFITS OF CUSTOMER JOURNEY MAPPING..................................... 7 2.1.3 CUSTOMER JOURNEY MAPPING PROCESS............................................. 8 2.1.4 CUSTOMER JOURNEY MAPPING RESEARCH METHODS.................. 10 2.1.5 CUSTOMER JOURNEY ANALYSIS ............................................................. 12 2.2 PROCESS MINING.............................................................................................. 15 2.2.1 PREFACE........................................................................................................... 15 2.2.2 PROCESS MINING APPLICATIONS ........................................................... 16 2.2.3 EVENT LOGS ANALYSIS............................................................................... 18 2.2.4 PROCESS MINING ALGORITHMS.............................................................. 21 2.2.5 TRACE CLUSTERING .................................................................................... 22 2.3 DISCOVERING CUSTOMER JOURNEYS USING PROCESS MINING.... 24 CHAPTER 3 RESEARCH METHODOLOGY........................................................... 26 3.1 PROBLEM STATEMENT .................................................................................. 26 3.2 RESEARCH QUESTION .................................................................................... 27 3.3 RESEARCH OBJECTIVES ................................................................................ 27 ix 3.3.1 THE MAIN OBJECTIVE OF THE STUDY............................................... 27 3.3.2 SUB-OBJECTIVES OF THE STUDY ......................................................... 27 3.4 RESEARCH METHODOLOGY ........................................................................ 28 3.5 STUDY DESIGN................................................................................................... 29 3.7 THE EMPIRICAL STUDY ................................................................................. 30 3.8 THE SAMPLE....................................................................................................... 31 CHAPTER 4 RESULTS AND DISCUSSIONS ........................................................... 32 4.1 DATA PROCESSING RESULTS ....................................................................... 32 4.2 MODEL GENERATION AND ANALYSIS ...................................................... 36 Clustering of Customers' Behaviors.......................................................................... 42 Geographical factor's Effects on Touchpoint interaction ....................................... 49 CHAPTER 5 CONCLUSIONS AND RECOMMENDATIONS ................................ 54 5.1 LIMITATION OF THE STUDY......................................................................... 54 5.2 FUTURE WORK RECOMMENDATIONS ...................................................... 55 REFERENCES................................................................................................................ 56 APPENDICES................................................................................................................. 62 APPENDIX A: CUSTOMER JOURNEY MODEL ................................................ 62
520	3		_aAbstract: In today’s world where companies struggle with strong competition, understanding and managing customer experience (CX) becomes an essential practice that can differentiate them among other competitors. One of the main CX tools is customer journey mapping. The customer journey represents all the interactions that the customer encounters with the company while achieving certain goals in his relationship stage with the company. Customer journey involves several touchpoints, including contact centers, retail stores, web, mobile apps, and support channels. Customer journey mapping (CJM) aims to visualize these interactions in a way that is easy to understand and analyze the customer journey to better design the customer journey to meet customer expectations. This project aims to show the impact of using process mining as a tool to discover and analyze customer support journey using customer interactional data stored on different systems of one of the largest telecommunication companies in Egypt. This impact is shown through the depth of data generated by process mining and the variety of insights gained from it. Using process mining shows the lifecycle of customer support journeys and how quality of customer Issue resolution is a significant factor in shaping the customer experience. Also, process mining helps identify bottlenecks on the problem level and the main geographical areas of these bottlenecks. Process mining shows the dynamics of touchpoint interactions and their relations with the total number of problems that customers face during the study period. This opens the door to real improvement in support process efficiency, introduces the need of new company-level KPIs and can be used as a tool for delivering personalized experience.
546			_aText in English, abstracts in English and Arabic
650		4	_aMOT _9309
655		7	_2NULIB _aDissertation, Academic _9187
690			_aMOT _9309
942			_2ddc _cTH
999			_c10902 _d10902