Customer journey analysis using process mining

Analyzing Customer Journeys with Process Mining

[This course is a follow-up to the online course ' Process Mining for Everyone '.]
As digital transformation expands, many companies are now recording all customer behavior and experiences related to searches, registrations, purchases, service usage, and customer service across websites, mobile apps, and digital devices. Leveraging this data for customer journey analysis allows companies to uncover insights that can improve customer experience, reduce costs, and increase revenue. Consequently, customer journey analysis is becoming a core task directly related to a company's survival and growth.

This course covers customer journey analysis using process mining.

Students in this course will learn about various cases where major domestic and international companies (e.g., Rabobank, ING Direct, Kakao) have utilized process mining to conduct customer journey analysis. They will also understand the differences between customer journey analysis using process mining and those using tools like Google Analytics or Customer Journey Maps. Finally, through hands-on exercises that reflect the analysis of cutting-edge cases, students will understand how customer journey analysis using process mining can reduce costs, increase profits, and improve customer experience, and will be equipped to implement relevant analyses in their own practice.

Learning Objectives

• Learn the concept and importance of customer journey analysis.
• Learn about the latest examples and differentiating factors of customer journey analysis using process mining.
• Learn process mining techniques that can be used for customer journey analysis.
• Develop the ability to perform customer journey analysis using process mining.

Introduction of knowledge sharers

Kim Jeong-yeon
Kim Jeong-yeon, the instructor for this course and a technical manager, has worked on numerous process mining projects (e.g., SK Hynix, the National Election Commission, and Dongwha Enterprise) and conducted research on process mining and deep learning.