How Canva Serves 230M+ Users with Customer Experience, AI, and Data
Canva’s Chief Customer Officer reveals how the company scales CX across 230M users—by keeping the customer at the center.
If you're leading customer experience at a high-growth company, you know the pressure—scale faster, personalize more, and somehow keep it all simple.
That’s exactly what Canva is doing.
With 230 million monthly active users and a rapidly growing B2B business, Canva has figured out how to align CX, sales, and product around the customer. I sat down with Rob Giglio, Chief Customer Officer, to learn how they’re pulling it off.
Here’s what stood out:
A visual “bow tie” model that aligns teams across the full customer journey—from awareness to loyalty
Over 16 billion AI features used in the past year, with background remover leading the way for business users scaling design tasks
Customer-level data that tracks behavior, not just traffic, to drive timely support and product development
A hybrid CX approach blending self-serve tools with global human support
Why the CXO owns post-purchase growth—and how that unlocks enterprise value most companies miss
🎧 Want to scale CX like Canva? Listen now and learn practical ideas for your own strategy!
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