Customer journey maps: forecasting and simplifying the consumer experience through deep learning

Abstract

This study focuses on the use of deep learning and Analytics for providing a better overall consumer experience and pinpointing potential weaknesses in an existing Business Model. Consumer habits and behaviors can be decomposed and transformed into Customer Journey Maps (CJM). These maps enable service providers to gain insights on the customers' point of view. The aim of this study is to emphasize the value of behavioral classification and how it can provide a competitive advantage to Businesses through customer fulfillment, in contrast to strict Business Intelligence and product-focused techniques.