Time Capsule — John Müller at Process Mining Camp 2014
To celebrate our brand-new home for camp talks we are releasing the talks from Process Mining Camp 2013 and 2014 for the first time. Grab a snack, sit back, and enjoy the journey through time, back to the early stages of our process mining community from six years ago!
John Müller at ING: Customer Journey Mining at ING DIRECT Australia (Netherlands)
John Müller is a data scientist at ING bank. During a project of analyzing website data before the customer calls the help desk, it hit him that this data could be seen as a customer journey process. Just because a website has no specific order in which people have to click did not mean it is not possible to use process mining.
There was a clear start (the login), a clear middle (the switch to the call center) and a clear end (a hopefully satisfied customer hanging up). Analyzing the customer journey data with process mining changed the way questions were asked, because the process mining tool allowed the business user to explore their own process and find their own answers, thus using their domain knowledge to the fullest.
Don’t miss this year’s Process Mining Camp and join us on 16 & 17 June!