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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

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I'm Rick Denton and I believe the best meals are served outside and require a passport.