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 bornEpisode resources:  Connect with Sarah Hatter on LinkedIn: https://www.linkedin.com/in/sarahhatter  Learn more about ElevateCX: https://www.elevatecx.coIf 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.comI'm Rick Denton and I believe the best meals are served outside and require a passport.

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