Agents@Work: Jess (How Canva Experiments With AI)

Quick Overview

Jessica Chiew, Global Head of GTM & Ops at Canva, discusses how Canva successfully integrated AI by focusing on specific, high-impact workflows and educating the workforce, rather than adopting tools for the sake of novelty, leading to demonstrable ROI through efficiency gains and enhanced sales/customer interactions.

Key Points: Canva adopted AI early, focusing on empowering the workforce rather than just using AI tools for novelty. The initial approach involved identifying gaps in the business where AI could transform or improve processes immediately, rather than waiting for future technology. Key success metrics involved looking for AI applications that could free up sales reps' time (e.g., saving 15 minutes per call prep) and improve customer interaction, as well as closing business faster. A major project involved building a custom CRM/data hygiene layer that reflected Canva's specific go-to-market strategy, which was not available off-the-shelf. Canva fosters a strong culture of innovation and experimentation, which supports the rapid iteration and deployment of new AI capabilities. Jessica advises leaders to start by building a roadmap based on customer journeys and business objectives, ensuring AI implementation is intentional and solves real problems, rather than chasing every new tool.

Context: This video features an interview from the 'Agents@Work' series, hosted by Spurti Kanduri (Head of Solutions Engineering at Relevance AI), with Jessica Chiew (Global Head of GTM & Ops at Canva). The discussion centers on Canva's strategy and experience in integrating Artificial Intelligence (AI) across its go-to-market (GTM) and operations teams, emphasizing a practical, ROI-driven approach to adoption.

Detailed Analysis

Jessica Chiew explains that Canva's AI integration started by asking where the business needed help, rather than just adopting the newest technology. They focused on identifying gaps where AI could transform processes today, ensuring any implementation had a strong ROI, such as freeing up sales reps' time for customer interaction or accelerating deal closures. A significant internal project involved creating a bespoke data hygiene and CRM layer, as existing off-the-shelf solutions did not align with Canva's specific GTM requirements. Chiew stresses the importance of balancing quick wins (like saving 15 minutes of prep time per sales call) with larger, more transformative projects. Canva's strong culture of innovation and experimentation is cited as crucial for rapid prototyping and deployment. She advises other leaders to start with a roadmap driven by customer journeys and measurable objectives, ensuring AI implementation solves real problems rather than adding complexity or just chasing after every new vendor solution.