Shows
Contact Center Perspectives🎙️CCOs: How to Drop the Victim Mentality to Earn Your Seat at the Table | Episode 50Kel Kurekgi, Director of Support at Zapier, delves into the transformation of customer support teams, focusing on how to drop the victim mentality and gain a seat at the table. Kel discusses his journey from media to customer experience, sharing insights on overcoming challenges in the customer support sector. He emphasizes collaboration, empathy, and strategic storytelling as key elements in transforming customer support into a recognized business asset.“We need to stop focusing on why we can’t do things and start focusing on what we can do. When people start realizing that the power is in thei...2025-07-0631 min
The Daily StandupBabies in the boardroom | Kel KurekgiEpisode 208: "It is not up to other people to offer you a seat to have your voice heard." - Kel Kurekgi⏱️ Timestamps:00:00:00 - Intro00:02:14 - The glowing office mystery solved 00:03:05 - Victim mentality in customer success 00:05:56 - Owning your outcomes, not making excuses 00:07:14 - Fighting for budget like everyone else 00:09:01 - The echo chamber of complaints 00:11:30 - Accountability starts with you📺 Lifetime Value: Your Destination for GTM contentWebsite: https://www.lifetimevaluemedia.com🤝 Connect with the h...2025-03-2513 min
Experience MattersWhat Tough Customers (and Bad Haircuts) Taught Kel Kurekgi About Customer Experience | Experience Matters Podcast: Episode 04What can frustrated customers teach you about leadership? What does bad customer service and bad haircuts have in common? Kel Kurekgi, Senior Global Customer Experience Manager at Zapier, gets candid on this episode of Experience Matters. He talks about how handling the toughest customers shaped his approach to CX and how AI is helping teams deliver smarter service.From writing scripts for the BBC and Cloud 9 to leading global CX teams, Kel’s career journey proves that success rarely follows a straight path. Tune in to listen to him talk about:✅ Why bad custo...2025-02-1228 min
The Career StrategistFuture-proofing Your Career with Kel KurekgiText me with feedback or questions! Join host Sarah Caminiti and guest Kel Kurekgi as they explore the dynamic world of AI and its transformative impact on industries, especially in Customer Experience (CX). Discover how to future-proof your career by honing transferable skills and embracing change. Gain insights into overcoming challenges, amplifying your voice, and driving innovation in your organization. Learn how thoughtful implementation of AI can revolutionize productivity and efficiency. Uncover the keys to creating a supportive work environment and fostering leadership that empowers individuals to thrive. Get ready to shape your future with confidence, purpose...2024-05-2255 min