The one with the CX maven - Sarah Hatter E224 Greatest Hits

What's on your mind? Let CX Passport know... How do you build customer experience around support… not in spite of it? In this *Greatest Hits* episode of CX Passport, Sarah Hatter shares insights from over a decade of championing support as a strategic pillar of CX. As the founder of ElevateCX and someone who’s worked across SaaS and startup landscapes, Sarah brings a grounded, honest take on what actually works when supporting customers. Originally released as Episode 173, this conversation stood out for its real-world perspective, practical advice, and Sarah’s clear voice for treating support teams like the heart of the business. CHAPTERS   00:00  Asking permission in support conversations   02:30  Support as a CX foundation   05:10  Why fast responses aren’t always better   08:45  The “escalation mindset” trap   12:20  Training great support teams   15:40  Mental health in support roles   18:05  What leaders miss about burnout   20:15  Why support should be a strategic asset   22:45  First Class Lounge   26:20  How ElevateCX was born Episode resources:   Connect with Sarah Hatter on LinkedIn: https://www.linkedin.com/in/sarahhatter   Learn more about ElevateCX: https://www.elevatecx.co If you like CX Passport, I have 2 quick requests: ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup   ✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport.