CX Lessons Learned from Freshly, Handy, and Novo @ 500 Startups Miami

Having a hard time creating customer obsession within your company? Wanting to learn more about how companies scale a team while still delivering best in class support? Hear first-hand stories and gain insight as three industry experts l share their experience on building and scaling a dynamic CS team.

Did we mention there’s going to be free food and drinks?


  • Effortless Customer Experience: What does this mean? How do you create it?
  • How you build and enable a team to support your customers
  • Metrics, metrics, metrics…for best-in-class CX
  • Using the voice of your customers to drive change in your company


Brian Kale is the Head of Customer Success at Novo. He’s been helping users and companies understand each other for nearly 5 years through conversation and storytelling. Lover of coffee, books, and Hot Sauce.

Featured Speakers:

Devon Langston is the Associate Director of Customer Experience at Handy HQ. Devon started her early career in healthcare finance before spending 4 years building and scaling customer support at Uber. While in the Bay area she also spent time at an autonomous vehicle startup, Zoox, pioneering the support world for riders in driverless cars. She is a recent transplant to NYC and loves exploring and being a tourist while it’s still socially acceptable.

Ben Segal is the Associate Director of Infrastructural Efficiency @ Freshly. – If being customer obsessed is cool, consider Ben, Miles Davis! After working in sports and entertainment venues for a decade, this CX champ took his talents to Freshly. Since joining over 3 years ago, he’s moved up the ranks from supervising a small in house contact center to associate directing the technical infrastructure of a global 24/7 operation. When not crushing it for customers, Ben can be found traveling around the country, going to DMB concerts, and trying all sorts of lavish food at any fine dining establishment that will have him.

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