Story
Canva
American ExpressCanva at American Express: Experience Feedback
American Express, a financials organization in the United States, uses Canva Presentations from Canva to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Handoffs in research and listening sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Canva Presentations is the governed place CX and people teams use for research and listening |
| Capability | New joiners can see how research and listening actually runs |
Story
American Express grew experience feedback faster than the local tools around it. From the United States, financials teams still had to serve customers and internal partners who expected a straight answer. CX and people teams were the ones stitching the picture together by hand.
Rolling out Canva Presentations put research and listening on Canva. Canva is a visual communication platform that lets teams design presentations, social assets, and documents from shared brand kits. American Express keeps the product in the path where work already happens, so CX and people teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier research and listening. Experience feedback is easier to inspect, and adjacent groups can join CX and people teams without a guided tour of someone's desktop.
