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Uber: Process Mining to Optimize Customer Experience and Business Performance

Abstract

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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Correspondence to Martin Rowlson .

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Rowlson, M. (2020). Uber: Process Mining to Optimize Customer Experience and Business Performance. In: Reinkemeyer, L. (eds) Process Mining in Action. Springer, Cham. https://doi.org/10.1007/978-3-030-40172-6_10

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  • DOI: https://doi.org/10.1007/978-3-030-40172-6_10

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-40171-9

  • Online ISBN: 978-3-030-40172-6

  • eBook Packages: Computer ScienceComputer Science (R0)