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

Source: https://www.youtube.com/watch?v=GJ40ZmqdcW4
Recap page: https://rapidrecap.app/video/GJ40ZmqdcW4
Generated: 2026-01-20T06:33:56.137+00:00

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## 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.

![Screenshot at 00:00: Jessica Chiew, Global Head of GTM & Ops at Canva, is introduced in the 'Agents@Work' interview series, setting the stage for a discussion on AI integration strategies.](https://ss.rapidrecap.app/screens/GJ40ZmqdcW4/00-00-00.jpg)

**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.

### AI Strategy & Implementation

- Started by identifying business gaps where AI could transform processes immediately
- Focused on both quick wins (saving 15 mins prep per call) and transformative projects
- Built a custom CRM/data hygiene layer because off-the-shelf solutions didn't fit their nuanced GTM strategy

### Metrics and ROI

- Key goals included freeing up rep time for customer engagement and accelerating deal closure speed
- Roadmap development was crucial, ensuring AI was integrated intentionally, not just adopted due to hype
- The process involved continuous iteration based on data and feedback from the field.

### Canva's Culture

- Strong culture of innovation and experimentation allows for rapid prototyping and deployment of new AI capabilities
- This culture helps navigate the complexity of integrating AI across many platforms and existing workflows.

### Advice for Leaders

- Start with a clear roadmap based on customer journey objectives, not tools
- Prioritize high-impact, low-complexity wins first to build momentum
- Ensure AI efforts are integrated into existing workflows rather than creating new, noisy interfaces.

![Screenshot at 00:00: Jessica Chiew, Global Head of GTM & Ops at Canva, is introduced in the 'Agents@Work' interview series.](https://ss.rapidrecap.app/screens/GJ40ZmqdcW4/00-00-00.jpg)
![Screenshot at 00:25: A screen capture showing a complex workflow diagram, likely illustrating the systems or processes Canva manages, relevant to the discussion on workflow automation.](https://ss.rapidrecap.app/screens/GJ40ZmqdcW4/00-00-25.jpg)
![Screenshot at 00:32: Jessica Chiew \(Canva\) and Spurti Kanduri \(Relevance AI\) seated for the interview, establishing the panel participants.](https://ss.rapidrecap.app/screens/GJ40ZmqdcW4/00-00-32.jpg)
![Screenshot at 02:22: Jessica Chiew actively gesturing while explaining the risks of adopting too many new AI technologies without clear objectives.](https://ss.rapidrecap.app/screens/GJ40ZmqdcW4/00-02-22.jpg)
![Screenshot at 04:25: Jessica Chiew describing the intentional roadmap development for AI implementation, balancing quick wins with transformative projects.](https://ss.rapidrecap.app/screens/GJ40ZmqdcW4/00-04-25.jpg)