Background Customer journey thinking is getting more and more established in companies. Customers are getting more volatile with higher expectations and competition is fierce. With customer journey analytics it is possible to use a personal approach on a large dataset of customer behaviour and customer experience. In the field of customer journey analytics multiple well-known Read More …
Company Description Smart Host (https://www.smart-host.com) was founded in 2017 and is now one of the leading CRM systems for hotels in Europe. Based in Berlin, Germany we provide a SaaS solution to help hotels maximise their revenue and at the same time become better hosts by gathering valuable information about their guests and their individual Read More …
Background Within companies customer journey thinking is getting more and more established. Customers are getting more volatile and competition is fierce. With customer journey analytics is it possible to use a personal approach on large dataset of customer behaviour and customer experience. In the field of customer journey analytics multiple well-known fields are combined, Read More …
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 …
Terragni, A., & Hassani, M. (2019). Optimizing customer journey using process mining and sequence-aware recommendation. In SAC ’19 Proceedings of the 34th ACM/SIGAPP Symposium on Applied Computing (pp. 57-65). New York: Association for Computing Machinery, Inc. DOI: 10.1145/3297280.3297288 Abstract Customer journey analysis aims at understanding customer behavior both in the traditional offline setting and through Read More …
Spenrath, Y., & Hassani, M. (2019). Ensemble-based prediction of business processes bottlenecks with recurrent concept drifts. In P. Papotti (Ed.), Proceedings of the Workshops of the EDBT/ICDT 2019 Joint Conference: Lisbon, Portugal, March 26, 2019 (CEUR Workshop Proceedings; Vol. 2322). CEUR-WS.org. Abstract Bottleneck prediction is an important sub-task of process mining that aims at optimizing Read More …
Goossens, J. A. J., Demewez, T., & Hassani, M. (2018). Effective steering of customer journey via order-aware recommendation. In 2018 IEEE International Conference on Data Mining Workshops (ICDMW) (pp. 828-837). Piscataway: Institute of Electrical and Electronics Engineers. DOI: 10.1109/ICDMW.2018.00123 Abstract The analysis of customer journeys is a subject undergoing an intense study recently . The Read More …
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 …
Dr. Marwan Hassani is assistant professor at the PA group with a focus on Real-Time Process Mining. His research interests include stream data mining, sequential pattern mining of multiple streams, efficient anytime clustering of big data streams and exploration of evolving graph data. He uses customer journey optimizationa and privacy-aware process mining as use cases for his Read More …
