In this episode, I sit down with the brilliant Ben Segal, a CX innovator who’s worked across startups, big brands, and everything in between. From his early days in hospitality to leading CX at powerhouse brands like Freshly and Thesis, Ben has redefined what it means to create unforgettable customer experiences.

We dive into:

• Ben’s journey from working at the Bronx Zoo to building CX teams that scale.

• The difference between customer service and customer experience—and why it matters.

• Why CX is a long game, not a quick fix, and how brands can win with the right strategies.

• Lessons Ben learned while scaling teams at startups and how speed and creativity play a role.

• The future of CX: what today’s brands need to prioritize to stay ahead.

Ben’s passion for putting people first shines through, and his insights will leave you rethinking how to approach CX in your own business. Whether you’re scaling a startup or leading a team at an established brand, this episode is packed with actionable advice, big laughs, and real talk.

Connect with Ben Segal

• Connect with Ben Segal on Linkedin: https://www.linkedin.com/in/benjaminwsegal777/

Let’s Connect:

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• Have a question or topic you want me to cover? Send an email to podcast@jesscervellon.com