CRM, billing, support, product, and message events.
Interactive customer journey · Harel statechart notation
See the relationship as a living process, not a flat funnel.
Follow one customer through nested lifecycle states. Each event changes what the business knows, what the customer needs, and which actions are valid next.
Core idea: a process model preserves episodes, hierarchy, parallel concerns, and history — so the same click means something different depending on where the relationship already is.
Process model
Active nowCustomer relationship lifecycle
RELATIONSHIP composite state
stateactive statenested stateparallel regionsH*resume history
From event logs to an executable runtime
Could this structure be induced from the data?
Yes — as a proposal workflow. Behavioral logs provide evidence; models find repeated episodes and dependencies; an LLM names the structure and drafts rules; people approve what becomes executable.
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Repeated episodes, boundaries, parallel concerns, and outcomes.
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LLM-assisted state names, hierarchy, transitions, guards, and actions.
→
Human-reviewed model becomes the durable relationship runtime.
Log patternProposed chart elementHuman question
Payment failure → support → cancellationComposite state: RecoveryIs this one business episode?
Interest and trust evolve independentlyAND-state: parallel regionsMust both be considered before an offer?
Four-year gap followed by returnHistory: H* re-entryWhich prior context remains valid?
Profile views without pricing behaviorTransition: Curious → ExploringWhat evidence is sufficient to change state?