Uber: Process Mining to Optimize Customer Experience and Business Performance

  • Martin RowlsonEmail author


Process Mining has allowed Uber’s Customer Support teams to uncover insights across their processes that touch more than 700 cities across 65 countries on 6 continents. This capability allows Uber to understand variation in customer support and target large-scale multimillion dollar efficiency gains through process harmonization and increased customer satisfaction though global process benchmarking. Internally, Uber has used the power of Process Mining to help foster a culture of continuous improvement by providing a deeper level of business process visibility.


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Copyright information

© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.UberAmsterdamNetherlands

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