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PROGRAMME OVERVIEW

PROGRAMME OVERVIEW

Day 1 - 2nd November 2024

08:50 AM - 09:00 AM

Registration Desk

09:00 AM - 09:05 AM

National Anthem of Canada

09:05 AM - 09:10 AM

National Anthem of India

09:10 AM - 09:20 AM

Welcome speech by Moderator

09:20 AM - 09:30 AM

Welcome Speech by Special Guest of Honor
Mr. A. Siddth Kumar Chhajer

09:30 AM - 10:00 AM

Speech by Keynote Speaker
Asooc. Prof. Dr. Mohd Amiruddin Abd Rahman

Universiti Putra Malaysia, Malaysia.

10:00 AM - 10:30 AM

Speech by Session Speaker
Dr. Ravi Vadapalli

Advanced Computing
University of Miami, United States

10:30 AM - 11:00 AM

Speech by Keynote Speaker
Prof. Dr. Mark Bishop

Cognitive Computing, University of London, United Kingdom

11:00 AM - 11:10 AM

Photographic Session

11:10 AM - 11:20AM

Refreshment Break

11:20 AM - 11:40 AM

Speech by Session Speaker
Dr. Yong Jing Yi

Taylor’s University, Malaysia

11:40 AM - 12:30 PM

Technical Session I

12: 30 PM - 01:30 PM

Lunch break

01:30 PM - 01:50 PM

Speech by Session Speaker
Prof. Dr. D V Ashoka

JSS Academy Of Technical Education Bangalore, India

01:50 PM - 03:00 PM

Technical Session II

03:00 PM - 03:10 PM

Refreshment Break

03:10 PM - 03:20 PM

Valedictory

03:20 PM - 03:30 PM

Vote of Thanks

Day 2 - 3rd November 2024

09:00 AM - 09:10 AM

Welcome Speech by Moderator

09:10 AM - 09:20 AM

Welcome speech by

09:20 AM - 09:50 AM

Speech by Exclusive Event Speaker

09:50 AM - 10:20 AM

Speech by Session Speaker
Mr. Tobi Nagy

Asia Venture Fund, Indonesia

10:20 AM - 11:40 AM

Technical Session 1 A
Technical Session 1 B

11:40 AM - 12:00 PM

Speech by Session Speaker

12:00 PM - 01:00 PM

Lunch Break

01:00 PM - 01:20 PM

Speech by Keynote Speaker

01:20 PM - 01:40 PM

Speech by Session Speaker

01:20 PM - 03:00 PM

Technical Session II A
Technical Session II B

03:00 PM - 03:20 PM

Speech by Session Speaker
Mr. Evgenii Dubskii

ERARTA AI, Dubai

03:20 PM - 05:00 PM

Technical Session III A
Technical Session III B

05:00 PM - 05:10 PM

Valedictory

05:10 PM - 05:20 PM

Vote of Thanks

Technical Session

Youssif shaaban

University : Nile University Egypt
Paper Title : : Enhancing Customer Experience through Implementing Process Mining to Discover and Analyze Customer Journey: The case of Telecom Egypt
Purpose:

One of the main Customer Experience (CX) tools is Customer Journey Mapping (CJM). The customer journey represents all the interactions that the customer encounters with the company while achieving certain goals in the full customer- company relationship cycle. CJM aims to visualize these interactions in a way that is easy to analyze the customer journey to better design it to meet customer expectations. This paper investigates the application of process mining to generate data-driven, automated customer journey maps. By leveraging event log data, we aim to uncover recurrent customer pain points and optimize the CX at both individual and overall levels.

Methodology:

The methodology is framed based on using process mining algorithms to map and analyze the customer journey in the support stage. This research adopts a case study approach of Telecom Egypt (one of the largest telecommunication companies in Egypt) to discover and analyze the customer journey through process mining.

Findings:

The study shows the lifecycle of customer support journeys and how the quality of resolution is a significant factor in shaping the customer experience. Also, process mining helps identify bottlenecks on the problem level and the main clusters of customer journey during the support phase. The findings of the discovered journey and associated analysis open the door to real improvement in support process efficiency, introduce the need for new company-level KPIs, and can be used as a tool for delivering personalized experiences.

Originality:

This paper contributes to the literature on customer experience management (CEM) as the proposed methodology can be effectively applied to different businesses to analyze customer journeys and enhance the overall customer experience. Process mining analysis offers a significant contribution over traditional qualitative methods for analyzing customer journeys. To our knowledge, this is the pioneering study investigating this phenomenon within the Egyptian context.

Keywords:

Customer Experience, Customer journey mapping, Customer journey analysis, Process mining.