Story
Canva
Lumen TechnologiesCanva Supports Research and Listening at Lumen Technologies
Lumen Technologies, a communication services organization in the United States, uses Canva from Canva to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because experience feedback has a clear owner |
| Productivity | Handoffs in research and listening sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Canva is the governed place CX and people teams use for research and listening |
Story
Lumen Technologies grew experience feedback faster than the local tools around it. From the United States, communication services 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 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. Lumen Technologies 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.
