A Survey of Process Mining for Customer Management †

Dioses J.; Cordova L. · Engineering Proceedings (2025) · DOI: 10.3390/engproc2025083007

Resumen

Currently, organizations are experiencing rapid growth in the digitization of their processes, which generates a high availability of data and metadata in information systems generated by the activities of operations and support areas. This is important for business because it allows them to analyze and understand the customer journey to provide a better experience to consumers and generate value in organizations. One way to analyze the customer journey is to use process discovery to obtain an optimal process model. There are several process discovery algorithms that allow for analyzing different business process models. In this paper, we focus on the customer experience because we have found that this is a trend in business that has rarely been addressed using process discovery by means of event logs. Thus, in this study, we conduct a literature review of primary articles about the use of process discovery algorithms using event logs from information systems to provide a better understanding on this topic. As a result, we have found that Heuristic Miner, Alpha Miner, and Inductive Miner are the most used algorithms for customer process discovery. Finally, we explain our findings about process discovery in the customer experience and why this is an emerging topic.

Instituciones: Universidad San Ignacio de Loyola