Business Customer eXperience Alignment Framework

Auteurs Felix Gras , Pascal Ravesteijn , Marlies van Steenbergen , Roland Bijvank
Publicatiedatum 20 juni 2018
Lectoraat Betekenisvol Digitaal Innoveren, Procesinnovatie & informatiesystemen
Soort publicatie Lezing

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From the article: Globalization and technological innovation has led to an increasing competition between telecommunication service providers and has eroded traditional product- and service-based differentiation. One way to gain a competitive advantage is to create distinctiveness by improving customer experience in such a manner that it leads to higher customer satisfaction and loyalty. One of the drivers to improve the customer experience is the service interface. To improve this service interface, organizations must get insight into their customer interaction process. The amount of data about customers and the service provider processes is increasing and becoming more readily available for analysis. Process mining is a technique to provide insight into these processes. In this paper, a framework is presented to improve the customer satisfaction by alignment of the business service delivery process and the customer experience by applying process mining.

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Taal Engels
ISBN/ISSN URN:ISBN:978-961-286-170-4
Trefwoorden Customer satisfaction, Customer journey, Interaction process, Service quality, Process mining, Telecommunication industry

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