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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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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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