] Sam’s Journey – Sam shares his career journey at several positions related to entrepreneurship and technology and how all that experience has prepared him for his current role at Upwork.[05:40] Understanding the Customer and the Product – Learnings from Sam’s career that helps him understand and connect with his customers as well as the products and strategies to make the customer win big.[10:14] Responding to Change – Sam shares with us why our business strategies should be adjusted according to evolving conditions of the market and what we learn through our experiences, and the benefits of adapting to change.[14:20] Operating Models – Sam explains what an ideal operating model for customer experience looks like and how companies can effectively implement it.[18:00] Upwork’s Customer-Centric Approach – What drives Upwork’s approach to customer experience and how the process of implementing customer centricity has helped Upwork thrive.[24:50] Challenges – Upwork has a far wider range of stakeholders than a typical business. We talk about some of the customer experience challenges that emerge with this nature of business and how the Upwork team is working to overcome them.[29:00] Redefining CX for the Future – Sam shares his perspective on how the customer experience landscape may evolve in the next few years.Resources:Connect with Sam:LinkedIn: linkedin.com/in/samuelbrightTwitter: twitter.com/SamuelRBright