Best Practice

Personalized customer journey thanks to process mining

Discover how the experts from Reply analyze the individual behavior of web store visitors in a new way and thus create the basis for tailor-made shopping experiences.

#Process mining
#Customer experience

Understanding the needs of customers

Individualization is becoming more and more important in e-commerce. New online stores are constantly increasing the competitive pressure. In order to succeed in this environment, it is essential to tailor the user experience precisely to the customer's needs. But this is easier said than done. Every visitor has different expectations of an online store. And so it is not enough to consider the average customer flow when designing the customer experience. This is why the experts from Reply are now relying on process mining.

Detailed and data-supported insights

Process mining is an analysis technique that uses digital traces to scrutinize processes. Using so-called event logs, processes are reconstructed and visualized. Until now, this technology has mainly been utilized to optimize the efficiency of operational processes.

But the experts at Up Reply and Sprint Reply are now also applying process mining specifically to analyze the individual behavior of a webshop's visitors. This enables them to provide helpful insights and data-based decisions that take into account more than just the average customer flow. In combination with machine learning and artificial intelligence, process mining even enables predictions to be made about future customer behavior.


Successful analyses with Reply

In order to realize insights and predictions like these for companies, the experts at Up Reply and Sprint Reply implemented the following measures:


Making appropriate data accessible

Together with the relevant departments of the company, the experts evaluate which existing data is used for the analysis and how it can best be made accessible. Data quality and consistency also play an important role here.


Selecting and implementing the right tool

There is a wide range of process mining tools to choose from. Thanks to their extensive experience in the areas of customer experience and data analysis, the experts are able to decide which tool best meets the requirements of the company in question and use it. Possible examples would be: SAP Signavio, Celonis, UiPath.


Empowering employees

To ensure that the company can benefit from the new tool in the long term, our experts train employees on how to evaluate the results in a particularly efficient and beneficial way. They also explicitly address the differences from conventional methods in order to highlight the added value.

Would you like to take your webshop to the next level and impress your customers with a customized shopping experience?


Up Reply is the Reply Group company specialising in digital growth and experience optimisation. The experts provide international clients with data-driven methods for personalisation of digital channels, A/B testing, and analytics across the entire customer journey. The result is user-centered experiences that contribute to the business objectives. Up Reply supports with strategy consulting, onboarding and offers full service with tools such as Dynamic Yield, Optimizely, Adobe Target or Adobe Analytics, Google Analytics and Contentsquare.


Sprint Reply is the specialist in strategic consulting, innovation and digital transformation. We support large and medium-sized companies in all industries in the development of new and digital business opportunities. We are your partner for your current and future digital challenges. With our implementation-oriented approach, we help our customers to become digital pioneers in their respective industries.