Cosm

Director of Customer Service

The CX Audit

Founder / CEO

Create CX

Chief Experience Officer

Senior Vice President of Customer Experience (SVP, CX)

Loris

CX Advisor

Sidebar

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Founding Member

Zendesk

Serve as a volunteer mentor and coach for CX professionals in Zendesk for Startups

Volunteer CX Coach at Zendesk for Startups

Thesis

As the Vice President of Customer Experience at Thesis, I led our team through a transformative journey to redefine how we engage with customers, ensuring every interaction was not just a transaction, but a step towards building lasting relationships. My role encompassed overseeing the strategic direction and execution of customer service initiatives, aiming to elevate customer satisfaction, loyalty, and advocacy across all touchpoints.

Key Achievements:
- Developed a customer-centric culture: Implemented training programs that empowered employees with the skills and mindset needed to deliver exceptional service. This led to a noticeable improvement in customer satisfaction scores.
- Streamlined customer support processes: Leveraged technology and insights to enhance the efficiency and effectiveness of our support teams. Introduced analytics to track performance metrics, leading to faster response times and higher resolution rates.
- Enhanced digital engagement: Oversaw the integration of AI and machine learning technologies to personalize customer interactions on digital platforms, resulting in a 30% increase in customer engagement.
- Leadership and team development: Built and mentored a customer experience team that became known for its innovative approach and dedication to excellence. Focused on fostering a collaborative environment where feedback and continuous improvement were encouraged.

Throughout my tenure, my focus was always on how we could serve our customers better—turning challenges into opportunities to delight. I am proud to have contributed to a period of significant growth and positive change at Thesis, setting new standards for what it means to be truly customer-centric in our industry.

Vice President Customer Experience

Pair Eyewear

Scaled CX org from ~20 to 195 in two years time. Built out a best in class tech stack, recruited top tier talent, initiated a training program and QA program that were an envy of the industry. Spoke at multiple CCW, Zendesk, Ada events across the country. Assisted in securing $72M funding through Series B.

Senior Director of Customer Experience

Freshly

Served as the central figure in the CX Department responsible for managing technology-driven change in the technical infrastructure of Freshly CX, both internal and external, with a focus on improving efficiency, quality, and standardization across key departmental tasks. In terms of external innovations, I owned the discovery, investigation, negotiation, implementation, and maintenance of technology-driven systems designed to simplify and streamline CX operations. In terms of internal efficiency, I served as the key conduit connecting CX with Product and Engineering, ensuring regularized and streamlined communication between all parties and appropriate ideation, prioritization, planning, and training for changes to in-house technical systems.

Director of Infrastructural Efficiency

Associate Director of Infrastructural Efficiency

Wildlife Conservation Society

Managed department daily operations to provide superior customer service, maximize revenue, enhance guest experience, and support the mission of WCS.  Hired, trained, and managed a high-performing team of full time, union, and part time staff. Established and maintained a strong, collaborative working relationship with Bronx Zoo leadership, and key WCS departments, and provided operational support for various programs and events

Manager of Admissions & Guest Relations

🌟 About Me – Director of Customer Service at Cosm | Founder of The Experience Audit 🌟

Hi, I’m Ben Segal — a lifelong customer experience (CX) champion who believes that the best brands don’t just serve customers — they move them.

From live events to digital platforms, I’ve spent my career building experiences that are memorable, scalable, and deeply human. I’ve led CX at Freshly, Pair Eyewear, Thesis, and most recently as the Founder & CEO of The Experience Audit, where I helped brands truly see their customer journeys — not just measure them.

Now, I’m thrilled to bring that full-circle perspective to Cosm as Head of Customer Experience. This role is the perfect intersection of everything I love: immersive storytelling, hospitality-grade service, and operational excellence — all in a company that’s redefining the way we experience content, sports, and culture.

At Cosm, I’ll be focused on elevating the end-to-end fan journey across our venues and digital touchpoints — ensuring that every interaction feels intentional, magical, and #CosmWorthy.

Outside of work, you’ll probably find me on a cross-country flight, at a Goose show, or being "Dad of the Year" to Dylan and Emma (at least until snack time runs out).

If you're passionate about CX, venue innovation, or just want to swap stories about great service — let’s connect.

#CustomerExperience #FanJourney #CosmWorthy #TheExperienceAudit #CXLeadership

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