Applying Process Mining to Predict Customer Behavior and Recommend Actions

Background In the Dutch health care system health care insurance is obligated for all residents. The government sets the basis package and insurers compete based on price and service. Customer service is therefore very important for every health insurance company; especially in the fast changing digital world. As a result customer satisfaction is the most Read More …

Real-Time Prediction of Traveler Flow within Digital Stations

In the last decennia the pressure on different types of mobility have severely increased in the Netherlands. Therefor the need for availability and reliability has increased. Siemens Mobility supplies solutions in the Netherlands that contribute to the accessibility and quality of life in this regard. With the help of different technologies, data is being unlocked Read More …

Improving Traffic Flow Prediction in Urban Areas by Incorporating a Real-Time Outlier Detection Model

In the last decennia the pressure on different types of mobility have severely increased in the Netherlands. Therefor the need for availability and reliability has increased. Siemens Mobility supplies solutions in this regard that contribute to everyday accessibility and quality of life. With the help of different technologies, data is being unlocked through which the operation Read More …

Resolving kpn Customer Journey Variances through a Suitable Similarity Measure

The customer journey approach is quickly becoming the game changer within KPN  to become a customer-centric service provider and to improve the customer experience to an un-telco like level. Within this context, we have already connected various touch points of the customer, including calls, chats, store visits, online visits and engineer visits, and we are Read More …

Enriching Customer Journey Prediction in kpn with Context Data

The customer journey approach is quickly becoming the game changer within KPN to become a customer-centric service provider and to improve the customer experience to an un-telco like level. Within this context, we have already connected various touch points of the customer, including calls, chats, store visits, online visits and engineer visits, and we are Read More …

Detecting root causes of complaints and investigating the continuation within the customer journey

In the Dutch health care system health care insurance is obligated for all residents. The government sets the basis package and insurers compete based on price and service. Customer service is therefore very important for every health insurance company; especially in the fast changing digital world. As a result customer satisfaction is the most important Read More …

Philips HUE Product Evolution Using Stream Mining of Customer Journey

Philips HUE is a connected personal lighting system. It is controlled by a range of apps and smart home devices. To acquire Philips HUE, one starts with a starter kit that consists of a few lamps and a bridge. Subsequently, consumers decide to expand their system with additional lamps or/and physical sensors. About 50 lamps Read More …

Real-Time Model Discovery of the Service Order Process Using Stream Process Mining

Kropman Installatietechniek is a Dutch company established in 1934 and has become one of the leading companies of the Dutch installation industry. With about 800 employees, 12 regional locations and an annual turnover of more than 100 million Euro, Kropman is an integral service provider with a multidisciplinary approach. Kropman is mainly active in office Read More …