The customer experience development process is a step-by-step guide to designing customer experiences that are memorable, engaging and personalized. It can be used as a framework for creating a customer journey map or aligning customer experience programs with the company's strategic goals. This process is the starting point for any customer experience design project. It provides a systematic approach to defining the customers' needs and wants, their expectations of your brand, and their interaction with your products and services.
This process also helps you identify opportunities to enhance the customer experience by addressing pain points in your current processes or developing new products or services. The process begins with an assessment of the organization's current state - what we call "the baseline." This baseline includes an analysis of where you are today in terms of meeting customers' needs