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Detecting typical patterns in customer processes is the precondition for gaining an understanding about customer issues and needs in the course of performing their processes. Such insights can be translated into customer-centric service offerings that provide added value by enabling customers to reach their process objectives more effectively and rapidly, and with less effort. However, customer processes performed in less restrictive environments are extremely heterogeneous, which makes themdblp:conf/ecis/Palvolgyi18 fatcat:ptpbjv4whvdcvmbvjrv6xoxcy4