Building a customer experience program during the pandemic is crucial to understand a customer’s journey better. Hence, regardless of the challenges in the future, F5 has built its corporate CX program.
Recently, the B2B cybersecurity company completed two acquisitions, aiming to design a comprehensive CX program that will help to define places where consumers face friction during their journey and use the insights to prioritize current and new consumer needs and predict them.
F5 believes that they have to find a balance between creating memorable moments and informing customers of potential threats. Hence, finding it and important to concentrate on the time of customer communication to ensure the effectiveness of the program.
According to the cybersecurity company, an excellent CX program focuses on consumer performance, not business results. Businesses are ideally prepared to interact and reach the customer at their stage, which, as they lead with empathy. It will help them to understand their objectives.
Meanwhile, F5 also believes that as in any CX program, developing a capable team is not only crucial, but it is also more critical to obtain executive support. At the same time, they’re building a partnership with their clients that their executive leadership needs to see by setting goals linked to real customer outcomes.