CXperts Episode #12: Ben Segal, Senior Director of CX at Pair Eyewear
This week’s episode: Alexander Kvamme meets with Ben Segal, Senior Director of CX at Pair, to talk about how he quickly scaled Pair Eyewear’s CX organization with the help of technology solutions, BPOs, and a great internal team. Ben shares tips on how to start a QA program to improve team performance and discusses the future of customer experience.
Ben is a renowned CX leader with a track record of helping direct-to-consumer companies scale CX with complex operational models. Ben is also a volunteer CX coach at Zendesk for startups.
Pair Eyewear designs and sells glasses with customizable tops that customers can take off, changing their look daily. Since being funded on Shark Tank, Pair Eyewear has seen tremendous growth, with annual revenue growing 10x year over year since 2020. Their team has scaled from five people to over 220 worldwide, 150 of whom are customer experience (CX) team members. To fuel their growth, the company also raised a $60M Series B funding round in 2021.