RedRoute

Ben Segal, Senior Director of CX at Pair Eyewear—and our first official guest on the podcast—sits down with hosts, Brian Schiff and James Gilbert to talk one-touch resolution, and why he believes it’s completely flawed. This week on RedRoute’s Spamming Zero.

If being customer obsessed is cool, consider Ben, Miles Davis! After working in sports and entertainment venues for a decade, and then scaling the rocket ship known as Freshly, this CX champ took his talents to Pair Eyewear. During his nearly 5 years at Freshly, he moved up the ranks from supervising a small in house contact center to 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. 

Ben Segal 

Senior Director of CX at Pair Eyewear

High-call volume in any industry whether that be e-commerce or transportation, phone is a channel that will continue to be highly valued by the customer. With all customer experience programs in customer services and customer support. The most common goal is one-touch resolution. The ability to handle a customer's problem in a single call or touchpoint. Ben Segal at Pair Eyewear gives a great account on why this shouldn't matter but rather our focus in business should be about building customer relationships and better understanding them. In order to do that we need to have more interactions with customers, rely on the data to help us make the experience better, and provide a path that helps call center agents and customer services reps handle a customer request on the phone in as many touches as it takes. 


Episode 2: Why One-Touch Resolution Is Completely Flawed

Rethink One-Touch Resolution in Your Customer Experiences

Ben Segal, Senior Director of CX at Pair Eyewear—and our first official guest on the podcast—sits down with hosts, Brian Schiff and James Gilbert to talk one-touch resolution, and why he believes it’s completely flawed. This week on RedRoute’s Spamming Zero. 


RedRoute’s three co-founders—CEO Brian Schiff, CTO Jacob Cooper, and CRO Sam Krut—sit down with James Gilbert to share the company’s origin story, and what young entrepreneurs can learn from it. This week on Spamming Zero.&nbsp;

Sam Krut, Co-founder and CRO at RedRoute has played a lot of roles at the company, which is his second startup. Early on, he rocked his role as the ‘do everything’ person who became COO. Now wearing the CRO hat, he’s thrilled with where things currently stand, and what the future holds for RedRoute.

Samuel Krut

Co-founder, CRO @ RedRoute

Jacob is a co-founder and the CTO of RedRoute - a voice automation solution used by leading brands like Brooklinen, UNTUCKit, and GNC. He is passionate about bringing great customer service, efficiency, and automation to as many brands (and all their customers) possible!

He leads product, engineering, and design at RedRoute, and was the first engineer on the team back when the team were all college students. If Jacob isn’t working on RedRoute, you can find him cooking, playing tennis, or reading.

Jacob Cooper

Co-founder & CTO at RedRoute

Brian is Co-founder/CEO of RedRoute, an eComm CX tool used by leading brands like Brooklinen, UNTICKit, and GNC to provide wow-good phone support. The team started RedRoute while in college and just raised a $6.5M seed round from the people behind Attentive, Ada, and Amazon Alexa. 


Brian Schiff 

Co-founder/CEO @ RedRoute | Host of Spamming Zero

Episode 4: RedRoute Founders' Story

RedRoute’s three co-founders—CEO Brian Schiff, CTO Jacob Cooper, and CRO Sam Krut—sit down with James Gilbert to share the company’s origin story, and what young entrepreneurs can learn from it. This week on the Spamming Zero Podcast.


Nate Brown — Senior Director of CX at Arise, Co-Founder of CX Accelerator, and the embodiment of contagious enthusiasm when it comes to customer experience — joins us for some real talk on why your CX is not exciting (and how to turn that around). This week, on RedRoute’s Spamming Zero Podcast.

I love all things customer. My sweet spot is helping employees to understand the customer journey and how they play in role in improving it. I'm well versed in a variety of CX disciplines, including journey mapping, survey process and analysis, voice of the customer programs, employee engagement and many more. Learn more below on my site, CX Accelerator!

Nate Brown 

Senior Director of CX at Arise, Co-Founder of CX Accelerator

Episode 3: Why Your CX Is Not Exciting (And How To Change That) 

Nate Brown — Senior Director of CX at Arise, Co-Founder of CX Accelerator, and the embodiment of contagious enthusiasm when it comes to customer experience — joins us for some real talk on why your CX is not exciting (and how to turn that around). This week, on RedRoute’s Spamming Zero Podcast. 


RedRoute CEO Brian Schiff and CMO James Gilbert introduce their new podcast, Spamming Zero. They'll chat with seriously brilliant (and kickass) guest-experts to relay frontline findings around the bridge between tech and the human touch. From moments of experience that make an impact—across technology, brands, and industries—to the cultural moments that change us as people, no topic is off the table.

James is a 2X CMO & the current CMO at RedRoute, a global software company. He is a professional speaker, podcast host, international best-selling author, Forbes, PEAK CMO leader, big data board advisor, consultant for start-ups, and marketing thought leader.

James has been in marketing for over 20 years and has led & advised start-ups to acquisition. He’s passionate about helping people, marketing, data, and ABM.  He’s the father of 4 beautiful children and 2 little dogs, and is married to an amazing wife. He’s also a huge Utah Jazz fan, has fun in the mountains, and is—at heart—a Star Wars nerd.

Author: Leading Through The Pandemic
Podcast Host. 2x: Banking on Experience & Sweets of CX
Community Leader: PEAK CMO
Personal Website: https://www.jamesgilbert1.me
Creator Page: https://app.thejuicehq.com/creators/james-gilbert

James Gilbert 

CMO RedRoute | 3X CMO | Author | Revenue Executive

Brian is the Founder/CEO of RedRoute, an eComm CX tool used by leading brands like Brooklinen, UNTICKit, and GNC to provide wow-good phone support. The team started RedRoute while in college and just raised a $6.5M seed round from the people behind Attentive, Ada, and Amazon Alexa. 

Brian’s passionate about CX—about taking something universally frustrating and solving it—and about tapping into its true potential. He loves being part of this exciting, quickly evolving market and is working to create the kind of change that counts. 


Founder/CEO of RedRoute 

Episode 1: Introduction to Spamming Zero

RedRoute CEO Brian Schiff and CMO James Gilbert chat with seriously brilliant (and kickass) guest-experts to relay frontline findings around the bridge between tech and the human touch. From moments of experience that make an impact—across technology, brands, and industries—to the cultural moments that change us as people, no topic is off the table.


Spamming Zero

About RedRoute

Ever slam zero to get past a shitty customer service robot? What’s with that? We’re a couple of outsiders turned insiders relaying findings from the frontlines and unpacking what it all really means. We talk with some of the most brilliant minds across industries to bring listeners insights, laughs, and a whole lot more.&nbsp;RedRoute CEO Brian Schiff and CMO James Gilbert chat with seriously brilliant (and kickass) guest-experts to relay frontline findings around the bridge between tech and the human touch. From moments of experience that make an impact—across technology, brands, and industries—to the cultural moments that change us as people, no topic is off the table.

Episode 2: Why One-Touch Resolution Is Completely Flawed

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Today's Host

Brian Schiff

James Gilbert

Today's Guests

Ben Segal

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