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CX Spotlight is a series where we speak to customer experience leaders from across industries who are rethinking support, building customer-first cultures, and finding clarity in the messiness of real-life CX.
Every edition is a quick, candid conversation. No fluff. No jargon. Just real-world insights from people who’ve been there and done that.
👉In Conversation With Christian Sokolowski
Christian Sokolowski is the VP of Customer Support at Rebuy Engine. He started his career as a Cisco engineer with no formal training and figured it out as he went. Fourteen years later, he leads a support team where AI resolves nearly 60% of tickets, CSAT sits at 95%, and the team has reclaimed over 20,000 hours of work they no longer spend on repetitive requests.
He also once received a ticket from someone who claimed Google AI had physically attacked them. We talked to him about that and a few other things.
1. What would your support alter ego be called and what would their superpower be?
“The Navigator.” In moments of uncertainty, The Navigator brings clarity and guides the team to chart the best path forward. I break big problems into clear steps so the team moves fast and stays focused on what matters: the customer.
2. How did you find your way into customer experience? Was it intentional or accidental?
Completely accidental. I started as a Cisco engineer with little technical experience but a strong willingness to learn. That openness shaped my career. Over time, I realized that developing people and improving systems is where I thrive. Turning tech challenges into opportunities to strengthen teams and customer relationships became my focus.
3. What’s the strangest support request you’ve ever handled?
Someone once submitted a ticket saying they’d been physically attacked by Google AI — yes, physically. They weren’t even our customer. It was an unusual case, but we still treated it with professionalism. We acknowledged the concern and explained that it was outside our scope.
4. What’s one practical change you’ve implemented to make your team more customer-centric?
We integrated AI-driven support bots to automate repetitive issues and improve efficiency. Our resolution rate increased from 14% to about 55–60%, saving over 20,000 hours of manual work, which is roughly two years of full-time effort. That freed our team to focus on complex, high-touch issues and helped push customer satisfaction to 95%.
Recommended reading
10 Customer Experience Metrics and KPIs Every Business Must Track
5. One tool or app you can’t live without at work?
ChatGPT. It’s my go-to for brainstorming, drafting communication, and solving problems quickly. It helps streamline workflows without compromising quality, giving me valuable time for strategic work.
6. One piece of advice for someone starting out in customer support
Look beyond the immediate issue, because every interaction is a chance to improve the customer experience. Speed gets things done, but empathy is what builds lasting trust. Develop both your technical skills and emotional intelligence in equal measure, and stay open to feedback. That’s how you grow.
7. Is email overrated or underrated as a support channel?
Overrated. Email is convenient, but it slows down resolution and limits human connection. Today’s customers want immediacy and clarity. Channels like live chat or AI-assisted support make it easier to respond quickly and personally. Email still has its place, but it shouldn’t be the default.
8. A book, podcast, or show you’d recommend?
The Inspirational Leader by Gifford Thomas. It’s a great read on servant leadership. It focuses on leading with authenticity, supporting your team, and building a positive, high-performing culture.
9. What’s one emoji you use regularly when interacting with customers?
😊
10. If you weren’t in CX, what would you be doing?
Probably coaching or mentoring. I love helping people uncover their potential and find clarity in their careers. Whether it’s CX or another field, the goal is the same: helping others grow and succeed.
✨ Three Takeaways from Christian’s CX Playbook
- No matter how unusual the request, treat it with the same calmness as any other ticket. Consistency builds trust faster than any policy ever will.
- When AI handles the repetitive work, agents can focus on the conversations that actually need a human. Christian’s team went from a 14% to a 60% AI resolution rate, and CSAT followed.
- Technical skills get you in the door, but emotional intelligence is what makes you good at this job. Help your team develop both.
Enjoyed Christian’s take on customer experience? Connect with him on LinkedIn or check out more stories in the CX Spotlight series.
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