Most of Sam's professional life has been dedicated to improving the experiences of customers and employees. As the lead for LinkedIn's Service Design team, Sam and his team and work to understand and improve the end-to-end experiences of our members, customers and colleagues. He also hosts the CX Patterns Podcast & Newsletter. Twice a month, Sam shares detailed insights about important customer experience concepts like, Trust, Anticipation & setting customer expectations. He is also a published LinkedIn Learning Instructor, with two courses: How To Create Great Customer Experiences & How To Build a Customer-Centric Culture. With a master's degree in Human Factors and Information Design, Sam remains a lifelong learner, always trying to sharpen his skills and acquire new ones.