Customer Journey Mining:
Each data source tells its own story
Why should you read this e-book?
How much do you know about your customer journey? When it comes to the actual mapping of the customer journey, data is king. Each data source tells its own story, and together they paint a complete picture of your customer. To successfully provide insight into the customer’s journey, it is important to have all sources in the right place.
Customer journey mining is the technology that allows you to understand the points at which employees and customers interact based on event logs (e.g. CRM, ticket systems, and log files) of systems. This allows your organization to track customer journey processes, see which parties are involved in processes, and track challenges within workflows. In this e-book, data scientist Henrik Nijkamp and analytics consultant Milou Ehrismann help you understand the impact of journey mining. They will explain the different methodologies behind journey mining, the role of text mining in customer journey mining, and how to visualize customer journeys in order to measure and improve your CX.
NB! This e-book is only available in Dutch. We are happy to give you an English summary about customer journey mining. Please fill in the download form and we will contact you.