Story
Canva@
British American Tobacco
British American Tobacco Modernizes Experience Feedback with Canva
British American Tobacco, a consumer staples organization in the United Kingdom, uses Canva from Canva to support research and listening for CX and people teams.
Value results
| Category | Value result |
|---|---|
| Capability | Named workflow replaces ad hoc routing for experience feedback |
| Capability | Research and listening stays visible to adjacent teams through Canva |
| Capability | CX and people teams work from the same Canva record for experience feedback |
Story
British American Tobacco grew experience feedback faster than the local tools around it. From the United Kingdom, consumer staples 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. British American Tobacco 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.
