Corpus ID: 39119115

Discovering Customer Journey Maps using a Mixture of Markov Models

@inproceedings{Harbich2017DiscoveringCJ,
  title={Discovering Customer Journey Maps using a Mixture of Markov Models},
  author={Matthieu Harbich and Ga{\"e}l Bernard and P. Berkes and B. Garbinato and P. Andritsos},
  booktitle={SIMPDA},
  year={2017}
}
  • Matthieu Harbich, Gaël Bernard, +2 authors P. Andritsos
  • Published in SIMPDA 2017
  • Computer Science
  • Customer Journey Maps (CJMs) summarize the behavior of customers by displaying the most common sequences of steps they take when engaging with a company or product. In many practical applications, the challenge lies in automatically discovering these prototypical sequences from raw event logs for thousands of customers. We propose a novel, probabilistic approach based on a mixture of Markov models and show it can reliably extract CJMs with just one input parameter (and potentially none). 
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