Story
Canva
CSXCSX Brings Experience Feedback onto Canva
CSX, an industrials organization in the United States, uses Canva Docs from Canva to support research and listening for CX and people teams.
CSX folded Canva Docs into research and listening so CX and people teams share one view of experience feedback.
“Industrials work at CSX spans more than one site, even when headquarters sits in the United States.”
“CX and people teams asked for a shared way to run research and listening without freezing local judgment.”
Independent write-up. Figures come from public sources or are illustrative.
Value results
| Category | Value result |
|---|---|
| Capability | Research and listening stays visible to adjacent teams through Canva Docs |
| Capability | CX and people teams work from the same Canva Docs record for experience feedback |
| Capability | Experience feedback can be reviewed without waiting on a personal export |
Story
Industrials work at CSX spans more than one site, even when headquarters sits in the United States. Experience feedback was splitting across regional habits. CX and people teams asked for a shared way to run research and listening without freezing local judgment.
Canva (Canva Docs) is what they standardized on. Canva is a visual communication platform that lets teams design presentations, social assets, and documents from shared brand kits. CSX uses it as the system of record for experience feedback, with CX and people teams as the primary operators and other groups coming in through the same queue.
Leaders get a picture they can actually walk. Teams get fewer mystery statuses. The story is about operating change, not an unpublished percentage.
