Who we are

At The Experience Audit, it’s all about one thing: helping businesses deliver unforgettable customer experiences. And that starts with me—Ben Segal.

With over 20 years of experience in Customer Experience (CX) leadership, I’ve worked behind the scenes at iconic venues like Madison Square Garden, Yankee Stadium, & CitiField in addition to top direct-to-consumer brands like Freshly, Pair Eyewear, and Thesis to name a few. From managing complex operations at entertainment venues to optimizing CX for e-commerce, I’ve seen firsthand what makes an experience remarkable—and what doesn’t.

I founded The Experience Audit to bring my passion for CX to businesses of all types, from restaurants to retail spaces and beyond. Using a fresh, unbiased perspective, I dive deep into the customer journey, identifying opportunities to elevate every touchpoint. My approach is rooted in real-world insights and actionable recommendations that help businesses thrive by delighting their customers.

Whether it’s a single SWOT analysis or a comprehensive engagement, my mission is simple: to ensure every guest leaves with a story worth sharing.

THE CX ARENA

Step into the world of customer experience (CX) with Ben Segal, a seasoned expert with over 20 years of experience revolutionizing how businesses connect with their customers. From managing high-pressure situations at iconic venues like Madison Square Garden and Barclays Center to driving success for top DTC brands like Freshly, Pair Eyewear & Thesis, Ben has seen it all—and he’s here to share his journey with you.

In The CX Arena, Ben takes you behind the scenes of some of the most memorable, chaotic, and inspiring moments of his career. With humor and candor, he recounts stories of triumphs and challenges, revealing the key principles that make for exceptional customer experiences. Along the way, he shares actionable insights and strategies that anyone in CX—or any customer-facing role—can apply to their own work.

Learn how a soundcheck for Bruce Springsteen at MSG taught lessons in precision, how an unexpected encounter at the Bronx Zoo underscored the importance of empathy, and why breaking the rules for a Chicago guest at Pair Eyewear became a defining moment in customer-first thinking.

Whether you’re a business leader, a CX professional, or simply someone who loves a good story, The CX Arena will leave you inspired to reimagine how you create connections, solve problems, and build loyalty. Packed with lessons on everything from crisis management to the power of a single kind gesture, this book is as engaging as it is insightful.

Discover what it takes to turn ordinary interactions into extraordinary memories—and why great customer experiences are never by accident.

The CX Arena is your guide to crafting moments that matter, both in business and in life.

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