I recently had a fascinating conversation with Kel Kurekgi, a Senior Customer Experience Manager at Zapier, and it was one of those talks that left me thinking about the future—not just of customer experience, but of how we approach change in our careers. Kel has this incredible way of breaking down complex ideas and making them relatable, especially around topics like leadership, AI, and growth.

If you’re someone who’s navigating your career in customer support or just feeling unsure about the changes happening around you, Kel’s insights will give you a fresh perspective on how to stay grounded while preparing for the future.

1. Embracing Uncertainty in a Changing Industry

One of the key points Kel made was about the inevitability of change—whether it’s in the tools we use, like AI, or the way businesses approach customer experience. He talked about how important it is to accept that change is coming, and that instead of resisting it, we should focus on what we can control.

"We don’t know exactly what’s coming with AI and technology, but the reality is the landscape is going to change. You have to focus on the skills you can control—those are what will keep you relevant."
— Kel Kurekgi

Kel’s approach is so practical. Instead of fearing the unknown, he encourages us to adapt and continue building skills that will always have value, no matter what changes come. This was such a refreshing way to think about the future because it takes the fear out of it.

2. Knowing Your Worth and Building Confidence

We also talked about self-confidence—something many of us struggle with, especially in high-pressure roles like customer support. Kel emphasized the importance of knowing your worth and making sure that you’re in an environment where your contributions are valued.

"If you’re not in a place that recognizes your worth, it’s time to rethink your position. You have to be in an environment that allows you to grow and be heard."
— Kel Kurekgi

This hit home for me. In customer support, we often put so much of ourselves into helping others, but it’s just as important to make sure that we’re taking care of ourselves and our careers. If you’re not in a supportive environment, it’s okay to start looking elsewhere for a place that values what you bring to the table.

3. The Role of AI in Customer Support

Like many of us, Kel has been thinking a lot about AI and how it’s going to impact the future of customer support. But instead of seeing AI as a threat, he sees it as a tool that can help us do our jobs better.

"AI is not here to replace us. It’s here to help us work smarter, to focus on what really matters, and to give us the time to solve more complex problems."
— Kel Kurekgi

Kel’s outlook is exactly what we need in the face of so much uncertainty. By focusing on how AI can enhance the work we do, rather than replace it, we can start to see the possibilities it opens up. It’s about using technology to make our jobs easier, not taking away the human element that makes customer support so valuable.

4. Leadership Through Empathy and Empowerment

One of my favorite parts of the conversation was when Kel talked about leadership. His approach is all about empowering others—whether it’s his team or the people he coaches. He shared how he helps people realize their potential by focusing on their strengths and giving them the space to grow.

"Leadership isn’t about having all the answers. It’s about empowering your team to find their own answers and supporting them along the way."
— Kel Kurekgi

This resonated with me so much. As someone who also values empowering my team, I love how Kel approaches leadership with empathy and a genuine desire to see others succeed. It’s a reminder that the best leaders aren’t the ones with all the answers—they’re the ones who help their team find their own path.

5. Career Growth is a Journey, Not a Destination

Kel and I also talked about career growth and how it’s not always a straight line. He shared his own experience of realizing that the title or position you think you want might not actually make you happy once you get there. It’s about the journey and learning along the way.

"Don’t focus too much on the title or the destination. Focus on what you’re learning and how you’re growing. That’s where the real success comes from."
— Kel Kurekgi

This was such a great takeaway. So often, we get caught up in chasing the next promotion or title, but Kel reminded me that it’s more important to focus on the experiences we gain and the skills we develop along the way.

Key Takeaways:

1. Embrace Change – The industry is always evolving, but by focusing on skills you can control, you’ll stay relevant no matter what happens.

2. Know Your Worth – Be in an environment that values you and allows you to grow. If you’re not, it’s time to consider making a change.

3. AI is a Tool, Not a Threat – Use AI to work smarter and focus on the parts of your job that really matter—human connection and problem-solving.

4. Empower Others Through Leadership – Great leaders support their teams in finding their own solutions and growing into their potential.

5. Focus on Growth, Not Titles – Career success isn’t about the title you hold—it’s about the journey and what you learn along the way.

Conclusion: Talking with Kel was such an eye-opening experience. His insights on leadership, AI, and personal growth are exactly what we need to hear in a time of so much change and uncertainty. If you’re in customer experience or support—or even if you’re just navigating your own career path—there’s so much to learn from Kel’s approach.

I’m excited for you to tune into the episode, where we dive even deeper into these topics. Kel’s passion for empowering others and his down-to-earth perspective on the future of customer support make this episode a must-listen for anyone looking to grow in their career.