What happens when you serve every single customer — from students to enterprise — with the same white-glove experience? At Notion, it created a CX challenge that traditional automation couldn't solve, forcing them to rethink the entire human-AI balance.
Emma Auscher, Global Head of CX, tells Ashish how Notion's "no customer left behind" philosophy led to a counterintuitive discovery: implementing AI increased both automated resolution rates and human agent interactions simultaneously. Rather than typical deflection strategies, they're creating what Emma calls "everyday luxury" experiences.
Topics Discussed:
- Transforming CX from reactive cost center to proactive innovation leader using AI-driven behavioral data and engagement analytics.
- Implementing "no customer left behind" support philosophy that serves students and enterprise clients with equal white-glove treatment.
- Building Voice of Customer programs that span sales, success, product, and research teams with cross-functional data integration.
- Balancing human-AI interactions where both automated resolution and human agent engagement increase simultaneously through strategic task allocation.
- Creating "everyday luxury" AI experiences that prioritize customer value enhancement over traditional deflection metrics and cost reduction.
- Managing global CX operations across 80% international user base using regional hubs with culturally-adapted strategies and multilingual teams.
- Developing knowledge management systems as foundational AI use case requiring dedicated content creation and documentation roles.
- Building CX career progression paths that upskill support agents into product management, engineering, and strategic operations roles.
Listen to more episodes:
Apple
Spotify
YouTube
