Customer-centric discovery aims to understand the client’s current processes and pain points from the customer’s perspective:

Experience Perspective: By navigating the online purchasing process, the BA gains firsthand insight into the client's existing customer journey, a fundamental step in Salesforce Commerce Cloud projects to identify gaps and improvement areas.

Preparation for Workshops: Salesforce Business Analysts are encouraged to come to workshops with contextual understanding of the business processes, aligning directly with project goals.

Focus on Outcomes: Engaging with the client’s purchasing process ensures the BA aligns the Commerce Cloud solution with the customer’s needs and expectations, critical for a successful implementation.