Exploring Customer Journey Mining and RPA: Prediction of Customers’ Next Touchpoint

Author:

Wiethölter Jost,Salingré Jan,Feldmann Carsten,Schwanitz Johannes,Niessing Jörg

Publisher

Springer Nature Switzerland

Reference36 articles.

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2. Hassani, M., Habets, S.: Predicting next touch point in a customer journey: a use case in telecommunication. In: Al-Begain, K., Iacono, M., Campanile, L., Bargiela, A. (eds.) Proceedings of the 35th International ECMS Conference on Modelling and Simulation ECMS 2021, European Council for Modelling and Simulation, Communications of the ECMS, vol. 35, no. 1, pp. 48–54, June 2021

3. Lehnert, F.K.: Customer Journey Mining: Combining User Experience Research Techniques and Data Mining to Capture a Holistic Customer Journey. Technische Universität Eindhoven (2018)

4. Weber, M., Achthoven W., van Slooten, S.: Evidence-based practice in customer experience management: Altuition’s customer journey ESPE. In: International Conference on Mass Customization and Personalization – Community of Europe (MCP), pp. 208–215 (2022). https://mcp-ce.org/wp-content/uploads/2022/10/32.pdf

5. Følstad, A., Kvale, K.: Customer journeys: a systematic literature review. J. Serv. Theory Pract. 28(2), 196–227 (2018). https://doi.org/10.1108/JSTP-11-2014-0261

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