Navigating the world of customer experience (CX) can be challenging, especially when you're often the one keeping everything together behind the scenes. Sarah Hatter, the founder of ElevateCX and author of The Customer Support Handbook, has made it her mission to create a space where CX professionals can grow, thrive, and support one another. In a recent conversation with Sarah, we explored her journey, the importance of building genuine relationships, and how choosing empowerment and collaboration over competition can lead to true success.

1. Creating a Safe and Supportive Community

Sarah is the driving force behind ElevateCX, a community she founded to help professionals in customer support and experience roles connect, learn, and grow. What makes ElevateCX special is the intentional focus on creating a space where everyone feels welcome—whether you're a seasoned leader or just starting out in the industry. Sarah’s goal was simple: build the community she needed when she first entered the field.

She shared how important it is to drop the ego and competition often found in corporate settings, especially for women. ElevateCX is a place where collaboration trumps competition, and support is freely offered to those who need it.

"We’re so over the competition. I’m in my lane, doing my thing, and I’m excited to cheer others on in theirs."
— Sarah Hatter

This sense of camaraderie and openness is rare, but it’s the foundation of the thriving community Sarah has built.

2. The Power of Asking for Help

One key takeaway from Sarah’s experience is the importance of asking for help and creating relationships that foster growth. In both professional and personal spaces, we often hesitate to reach out, assuming it’s a sign of weakness. However, Sarah emphasized that vulnerability and openness to asking for help are crucial to success.

"The first step is asking for help, and I’ve never seen it fail. When you ask, people will support you."
— Sarah Hatter

Sarah’s philosophy is rooted in creating connections that go beyond the surface. When professionals in CX come together to share their experiences, the entire community benefits from the collective wisdom.

3. Empowering Others in Their Growth

Sarah’s leadership is centered around empowerment. She’s intentional about encouraging others to own their success, feel proud of their work, and push for recognition. She emphasized how critical it is for professionals, especially women, to take ownership of their accomplishments and confidently advocate for themselves and their teams.

"As support professionals, we’re constantly helping others, but we rarely take the time to appreciate our own achievements."
— Sarah Hatter

It’s a reminder to all of us to step back and recognize the value we bring to our roles. Whether you're answering customer queries or leading a team, every contribution matters—and it’s okay to feel proud of that.

4. Building Relationships Without Ego

Another important point Sarah made was the need to drop the ego in the workplace. Too often, women are pitted against each other in competitive environments, leading to a lack of genuine connection. Sarah encourages women in tech and CX to move away from competition and instead focus on building relationships based on support and shared experiences.

"As women, we need to move past the idea of competition and start celebrating each other’s successes."
— Sarah Hatter

Her approach is refreshing, especially in an industry that often prioritizes personal achievement over collective growth. ElevateCX fosters an environment where people celebrate one another’s victories, share advice freely, and work together to achieve common goals.

5. Empowerment Through Choice and Risk-Taking

Throughout our conversation, Sarah spoke about the importance of making empowered choices and being open to risk. Whether it’s starting a new project, changing careers, or simply deciding to ask for a raise, empowerment comes from choosing your path and being intentional with the risks you take.

"The universe rewards risk. It’s scary to take the leap, but that’s where real growth happens."
— Sarah Hatter

Sarah’s own journey is a testament to this. She took a risk by founding ElevateCX and stepping into leadership in a way that transformed the customer support community. Her advice? Don’t wait for the perfect moment—start now and trust yourself.

Key Takeaways:

1. Community Over Competition – In a world where we’re often encouraged to compete, building genuine relationships and supporting each other is far more powerful.

2. Ask for Help – Don’t be afraid to reach out when you need support. Vulnerability can open doors to growth and stronger connections.

3. Celebrate Your Achievements – Take pride in your work and recognize the value you bring, both to your team and your company.

4. Drop the Ego – Collaboration and empowerment are much more fulfilling than competing with others.

5. Take Risks and Make Empowered Choices – Success comes from choosing your path and being willing to take risks along the way.

Conclusion: Sarah Hatter’s work through ElevateCX is a reminder that in both life and work, the most important thing we can do is support one another. By building a community that prioritizes relationships, empowerment, and vulnerability, Sarah has created a space where customer experience professionals can thrive.

Whether you’re new to the CX space or have been in the industry for years, the lessons Sarah shared are relevant to anyone looking to grow—both personally and professionally. It’s about taking risks, making empowered choices, and, most importantly, being there for others on the journey.