{"id":"https://openalex.org/W4285414247","doi":"https://doi.org/10.5220/0011263900003266","title":"Customer Journey Analytics: A Model for Creating Diagnostic Insights with Process Mining","display_name":"Customer Journey Analytics: A Model for Creating Diagnostic Insights with Process Mining","publication_year":2022,"publication_date":"2022-01-01","ids":{"openalex":"https://openalex.org/W4285414247","doi":"https://doi.org/10.5220/0011263900003266"},"language":"en","primary_location":{"id":"doi:10.5220/0011263900003266","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0011263900003266","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 17th International Conference on Software Technologies","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://doi.org/10.5220/0011263900003266","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5008359515","display_name":"Daan Weijs","orcid":null},"institutions":[{"id":"https://openalex.org/I193700539","display_name":"Tilburg University","ror":"https://ror.org/04b8v1s79","country_code":"NL","type":"education","lineage":["https://openalex.org/I193700539"]}],"countries":["NL"],"is_corresponding":true,"raw_author_name":"Daan Weijs","raw_affiliation_strings":["Tilburg University, Department of Management, Warandelaan 2, PO Box 90153, Tilburg, The Netherlands, --- Select a Country ---"],"affiliations":[{"raw_affiliation_string":"Tilburg University, Department of Management, Warandelaan 2, PO Box 90153, Tilburg, The Netherlands, --- Select a Country ---","institution_ids":["https://openalex.org/I193700539"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5076586531","display_name":"Emiel Caron","orcid":null},"institutions":[{"id":"https://openalex.org/I193700539","display_name":"Tilburg University","ror":"https://ror.org/04b8v1s79","country_code":"NL","type":"education","lineage":["https://openalex.org/I193700539"]}],"countries":["NL"],"is_corresponding":false,"raw_author_name":"Emiel Caron","raw_affiliation_strings":["Tilburg University, Department of Management, Warandelaan 2, PO Box 90153, Tilburg, The Netherlands, --- Select a Country ---"],"affiliations":[{"raw_affiliation_string":"Tilburg University, Department of Management, Warandelaan 2, PO Box 90153, Tilburg, The Netherlands, --- Select a Country ---","institution_ids":["https://openalex.org/I193700539"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5008359515"],"corresponding_institution_ids":["https://openalex.org/I193700539"],"apc_list":null,"apc_paid":null,"fwci":0.2061,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.54524245,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.9797999858856201,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11891","display_name":"Big Data and Business Intelligence","score":0.9797999858856201,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10703","display_name":"Business Process Modeling and Analysis","score":0.97079998254776,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9305999875068665,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6432360410690308},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5833264589309692},{"id":"https://openalex.org/keywords/analytics","display_name":"Analytics","score":0.5691229104995728},{"id":"https://openalex.org/keywords/process-mining","display_name":"Process mining","score":0.5144060254096985},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.4859856069087982},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.2170698046684265},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.1954280436038971},{"id":"https://openalex.org/keywords/business-process-modeling","display_name":"Business process modeling","score":0.1806129515171051},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1551954746246338}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6432360410690308},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5833264589309692},{"id":"https://openalex.org/C79158427","wikidata":"https://www.wikidata.org/wiki/Q485396","display_name":"Analytics","level":2,"score":0.5691229104995728},{"id":"https://openalex.org/C124670913","wikidata":"https://www.wikidata.org/wiki/Q2608526","display_name":"Process mining","level":5,"score":0.5144060254096985},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.4859856069087982},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.2170698046684265},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.1954280436038971},{"id":"https://openalex.org/C207505557","wikidata":"https://www.wikidata.org/wiki/Q4374012","display_name":"Business process modeling","level":4,"score":0.1806129515171051},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1551954746246338},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.5220/0011263900003266","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0011263900003266","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 17th International Conference on Software Technologies","raw_type":"proceedings-article"},{"id":"pmh:uvt:oai:tilburguniversity.edu:publications/b63397fe-fb97-4638-805b-86be8170be76","is_oa":true,"landing_page_url":"https://research.tilburguniversity.edu/en/publications/b63397fe-fb97-4638-805b-86be8170be76","pdf_url":null,"source":{"id":"https://openalex.org/S4306401843","display_name":"Data Archiving and Networked Services (DANS)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I1322597698","host_organization_name":"Royal Netherlands Academy of Arts and Sciences","host_organization_lineage":["https://openalex.org/I1322597698"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Proceedings of the 17th International Conference on Software Technologies (ICSOFT 2022), 1, 418 - 424","raw_type":"info:eu-repo/semantics/conferencepaper"}],"best_oa_location":{"id":"doi:10.5220/0011263900003266","is_oa":true,"landing_page_url":"https://doi.org/10.5220/0011263900003266","pdf_url":null,"source":null,"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 17th International Conference on Software Technologies","raw_type":"proceedings-article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2918066515","https://openalex.org/W4286286229","https://openalex.org/W3013695871","https://openalex.org/W832025121","https://openalex.org/W2953829836","https://openalex.org/W3137799461","https://openalex.org/W2978526090","https://openalex.org/W3013098282","https://openalex.org/W4294837734","https://openalex.org/W2025716876"],"abstract_inverted_index":{"The":[0],"customer":[1,48,74,77,137],"journey":[2,19,22,42,75,138],"is":[3,24,99],"becoming":[4],"more":[5,86],"complex":[6],"due":[7],"to":[8,34,45,63,80,84,101],"digitization":[9],"of":[10,56,67,70,125],"business":[11],"processes,":[12],"broadening":[13],"the":[14,17,21,41,47,57,65,73,89,116,123,131],"gap":[15,90],"between":[16,91],"proposed":[18,92],"and":[20,36,79,93,120],"that":[23,134],"actually":[25],"experienced":[26],"by":[27],"customers.":[28],"Customer":[29,58],"Journey":[30,59],"Analytics":[31],"(CJA)":[32],"aims":[33],"detect":[35],"analyse":[37],"pain":[38],"points":[39],"in":[40,43,88,118,136],"order":[44],"improve":[46],"experience.":[49],"This":[50],"study":[51,112],"proposes":[52],"an":[53],"extended":[54],"version":[55],"Mapping":[60],"(CJM)":[61],"model,":[62],"measure":[64],"impact":[66],"different":[68],"types":[69],"touchpoints":[71],"along":[72],"on":[76,106,113],"experience,":[78],"apply":[81],"process":[82,107,126],"mining":[83,108,127],"gain":[85],"insight":[87],"actual":[94],"journeys.":[95],"Moreover,":[96],"this":[97],"model":[98],"used":[100],"develop":[102],"dedicated":[103],"CJA":[104],"based":[105],"techniques.":[109],"A":[110],"case":[111],"e-commerce":[114],"applies":[115],"CJM-model":[117],"practice":[119],"shows":[121],"how":[122],"combination":[124],"techniques":[128],"can":[129],"answer":[130],"analysis":[132],"questions":[133],"arise":[135],"management.":[139]},"counts_by_year":[{"year":2024,"cited_by_count":1}],"updated_date":"2026-03-10T16:38:18.471706","created_date":"2025-10-10T00:00:00"}