Canva has over 230 million users. Their AI features? Used more than 16 billion times in the past year.
So how does a company at that scale keep customer experience simple, human, and aligned?
I sat down with Rob Gilio, Chief Customer Officer at Canva, to unpack how they’re scaling CX, sales, and support—without losing their design-driven soul.
We talked about:
- The “bow tie” framework Canva uses to align teams across the full journey
- Why background remover became their most-used AI feature—and how business users deploy it at scale
- How Canva blends product-led growth with real human support across global teams
- Why CXOs must own post-purchase if they want to unlock enterprise value
If you're rethinking how to scale CX with AI, data, and design in a high-growth business—this one’s for you.
🎧 Listen to the episode now!
Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.
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