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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