What 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 customer service feels like a bad haircut (and what to do about it)✅ How to prevent burnout when dealing with difficult customers.✅ The key to ensuring AI empowers your team and not replace it.

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