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Analysis of the Customer Journey at the Pension Provider APG Using Self-Service and Data Hub Concepts

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References

  • APG website. (2019). About APG. https://www.apg.nl/en/who-is-apg. Last Accessed 2019-11-25.

  • Celonis website. (2019). Celonis website. https://www.celonis.com. Last Accessed 2019-11.

  • Dumas, M., La Rosa, M., Mendling, J., & Reijers, H. A. (2013). Fundamentals of business process management. Berlin: Springer.

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  • vom Brocke, J., Mendling, J., & Rosemann, M. (2021). Planning and scoping business process management projects and programs with the BPM Billboard. In J. van Brocke, J. Mendling, & M. Rosemann (Eds.), BPM cases. Digital innovation and business transformation in practice (Vol. 2). Berlin: Springer.

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  • vom Brocke, J., Zelt, S., & Schmiedel, T., 2015. Considering context in business process management: The bpm context framework. bptrends.com, 12.

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Acknowledgments

The authors thank all of the colleagues who were involved in this intense customer-focus project for their efforts and participation. Our thanks also go to Celonis, which provided us with a tool that was suitable for self-service and provided outstanding support and collaboration on certain topics. All authors contributed equally to this chapter.

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Authors and Affiliations

  1. Data Intelligence Department, APG Algemene Pensioen Groep N.V, Heerlen, The Netherlands

    J. C. A. M. Buijs, R. F. M. Bergmans & R. El Hasnaoui

Authors
  1. J. C. A. M. Buijs
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  2. R. F. M. Bergmans
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  3. R. El Hasnaoui
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Correspondence to J. C. A. M. Buijs .

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Editors and Affiliations

  1. Department of Information Systems, University of Liechtenstein, Vaduz, Liechtenstein

    Jan vom Brocke

  2. Institute for Information Business, WU Vienna, Vienna, Austria

    Jan Mendling

  3. Centre for Future Enterprise, Queensland University of Technology (QUT), Brisbane, QLD, Australia

    Michael Rosemann

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Buijs, J.C.A.M., Bergmans, R.F.M., El Hasnaoui, R. (2021). Analysis of the Customer Journey at the Pension Provider APG Using Self-Service and Data Hub Concepts. In: vom Brocke, J., Mendling, J., Rosemann, M. (eds) Business Process Management Cases Vol. 2. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-662-63047-1_9

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  • DOI: https://doi.org/10.1007/978-3-662-63047-1_9

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  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-662-63046-4

  • Online ISBN: 978-3-662-63047-1

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