Abstract
The customer journey is a marketing concept that describes the path that a customer may take until they purchase a product or service. Therefore, it is pertinent data for organizations, as it allows them to have a better knowledge of customer behavior, this journey can be represented as a map that allows map** the path of the customer passing through all touchpoints, to present this map, there are several methods, manual by a professional or automatically using algorithms, Another technique for automatically discovering the customer journey map is process mining. This study introduces a new framework based on configurable process mining to find the customer journey map.
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El Alama, I., Sbai, H. (2023). Customer Journey Map Discovery Approach. In: Idrissi, A. (eds) Modern Artificial Intelligence and Data Science. Studies in Computational Intelligence, vol 1102. Springer, Cham. https://doi.org/10.1007/978-3-031-33309-5_22
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DOI: https://doi.org/10.1007/978-3-031-33309-5_22
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