How can process mining improve customer experiences?
Unfortunately, if a process runs smoothly, customers are unlikely to notice it. Their experiences are often shaped by problematic processes.
Process mining offers greater control. It can predict process defects using historical data and send proactive alerts to employees so that they can work on issues before they become problems. This is invaluable to unlocking unprecedented process agility.
When process mining is used for a one-off diagnostic, it can spot process breakages and their impact on customer experience. By combining qualitative user insights with process mining, you get a 360-degree view of the pain points and bottlenecks your customers, employees, and partners are facing. Then, the path to designing better processes to improve customer experiences becomes much clearer.