Decoded by Threado

🤙🏻 About the Guest - Kel Kurekgi is a dynamic and accomplished leader in the customer experience industry, currently serving as the Senior Global Customer Experience Manager at Zapier. Rooted in the United Kingdom, Kel's professional journey spans across industry-leading companies like James and James Fulfilment, Network Rail, and Rightmove, demonstrating his expertise in Client Services and Customer Experience Management.

🤙🏻 About the Host - Sharath Kuruganty is the Head of the Community at @ThreadoHQ. Currently, he is building Huddle, a tight-knit community of world-class support and community leaders.

03:38 - Kel's transition from a scriptwriter to Customer experience in tech
09:45 - What is a superpower for a customer experience representative
13:26 - How empathy is the key to success in this sector
20:30 - How Kel's non-linear career path helped him at Zapier
25:47 - Frameworks used by Kel at Zapier
31:15 - The biggest problem in customer support
40:05 - Two things every customer success team should be doing now
43:10 - The difference between customer service and customer support
47:38 - Scaling customer success teams
54:49 - Closing thoughts
56:04 - Outro to the podcast

🤙🏻 Where to find Kel Kurekgi - https://www.linkedin.com/in/kel-kurekgi-643b6b61/

🤙🏻 Where to find Sharath - https://twitter.com/5harath?s=20