The Saturday morning Bryan Murphy saw it coming

Smartling had been doing machine translation for more than a decade before ChatGPT existed. Cloud-native from the start, built on neural machine translation before most of its customers knew the term. Bryan Murphy jokes that the company could always do translation faster and cheaper than a human. Just not better.

Then OpenAI released its chatbot on a Saturday morning, Murphy started playing with it, and his leadership team spent the rest of the weekend on Slack saying holy smokes. The models solved linguistic problems the old technology couldn't touch.

"Now we're able to produce translation that's faster, cheaper, and now better than human translation standalone," he told CEO.com.

The industry Smartling operates in is worth $50 billion and, until recently, ran on 20 cents a word and multi-week turnarounds. Companies rationed what they translated because they had to. That's ending. Smartling's translators now produce roughly eight times more output for the same budget, and Murphy expects that number to double within a year. The company reported 218% year-over-year growth in AI translation, and Fast Company put it at No. 3 in business services on its 2026 Most Innovative Companies list.

Murphy is not the founder. Jack Welde started Smartling in 2009 and stayed on as president when Murphy took over as CEO in 2022, a few months after Battery Ventures put in $160 million. Murphy kept every one of Welde's values. Good today, better tomorrow. Constraint breeds creativity. Take care of your people. "They're great," he said. "They matter a lot to people, and so we try and live by them."

He'd done this kind of thing before. He co-founded WHI Solutions, sold it to eBay in 2012, ran vertical markets there, then ran Breather and digital for Serta Simmons. He likes markets that are, in his words, a little fat and a little slow.

His favorite lesson came from a failure. At eBay, he was handed a goal of $2.6 billion in incremental sales volume, and he brought the board a plan with 100 initiatives. His boss sent him back to the drawing board, ordering him to get it under six. Murphy was mortified. He reworked the plan with his teams around the world, came back with six things, and finished the year at 106% of goal.

"You can't do everything, you can only do a few things in an organization," he said. Smartling now runs on an operating plan with five pillars, and every all-hands opens with the mission: help customers grow globally faster. Not build the best translation software. He borrowed Bezos's empty chair and starts sales conversations by asking customers what their own KPIs are.

On AI generally, he doesn't hedge. "I think it's going to be the most significant productivity enhancement mankind has created to date."

We end every episode with the same question: who gave you a chance? Murphy's answer is Terry Varsinger, who listened to a 25-year-old pitch a company on sweat equity and could have shown him the door. "I don't know what sweat equity is, but I know what equity in capital is, so I'll match you dollar for dollar."

00:00:00 Journey to Becoming Smartling CEO
00:01:18 Disrupting the Translation Market
00:03:54 The Future of AI Productivity
00:06:44 Daily Routines and Operating Pillars
00:08:04 Building Culture in Remote Teams
00:09:21 Expanding Into International Markets
00:11:31 Mission and Values at Smartling
00:13:47 Leadership Lessons Learned at eBay
00:15:20 Economic Outlook and Global Growth
00:16:37 The Power of Giving Someone a Chance

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Ryan,<00:00:06.910> thank<00:00:07.074> you<00:00:07.155> so<00:00:07.253> much<00:00:07.466> for<00:00:07.547> coming<00:00:07.727> on<00:00:07.874> the<00:00:07.955> show.

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Let's<00:00:15.282> talk<00:00:15.477> about<00:00:15.770> how<00:00:15.949> your<00:00:16.502> journey<00:00:16.843> and<00:00:16.924> how<00:00:17.071> you<00:00:17.233> became<00:00:17.494> the<00:00:17.559> CEO<00:00:17.884> of<00:00:17.965> Smartling.

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Yeah.

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Give<00:03:54.805> me<00:03:54.949> a<00:03:54.965> sense<00:03:55.254> for<00:03:55.351> how<00:03:55.511> you<00:03:55.608> think<00:03:55.784> about<00:03:56.009> AI.

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Where<00:03:56.619> are<00:03:56.732> we<00:03:56.892> going<00:03:57.197> here?

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I<00:03:57.631> mean,<00:03:57.775> you've<00:03:57.936> been<00:03:58.032> in<00:03:58.161> the<00:03:58.241> tech<00:03:58.434> industry<00:03:58.819> for<00:03:58.980> a<00:03:59.060> long<00:03:59.285> time.

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Like<00:04:00.987> I<00:04:01.067> mentioned<00:04:01.469> before,<00:04:02.095> and<00:04:02.191> why<00:04:02.416> I<00:04:02.512> think<00:04:03.251> Smartling<00:04:03.700> has<00:04:03.877> such<00:04:03.973> an<00:04:04.102> advantage<00:04:04.600> is<00:04:04.744> like,<00:04:05.402> It's<00:04:05.562> been<00:04:05.659> around<00:04:06.124> for<00:04:06.765> particularly<00:04:07.326> like,<00:04:07.711> you<00:04:07.743> know,<00:04:07.839> machine<00:04:08.208> learning<00:04:08.705> and<00:04:08.929> neural<00:04:09.170> learning<00:04:09.475> and<00:04:09.555> the<00:04:09.651> things<00:04:09.875> that<00:04:09.956> you're<00:04:10.052> talking<00:04:10.276> about<00:04:10.340> has<00:04:10.533> been<00:04:10.613> around<00:04:10.854> for<00:04:11.078> a<00:04:11.094> while.

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And<00:04:12.297> starting<00:04:12.633> as<00:04:12.762> like<00:04:12.938> a<00:04:13.002> cloud-first<00:04:13.483> company<00:04:13.740> would<00:04:13.900> give<00:04:14.060> you<00:04:14.140> a<00:04:14.221> huge<00:04:14.461> advantage<00:04:14.862> there.

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But<00:04:16.225> man,<00:04:17.347> like<00:04:17.507> you<00:04:17.588> mentioned,<00:04:17.908> when<00:04:18.149> ChatGPT<00:04:18.934> first<00:04:19.191> came<00:04:19.351> out,<00:04:19.592> that's<00:04:19.848> a<00:04:19.912> game<00:04:20.153> changer.

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And<00:04:20.586> now<00:04:20.714> it<00:04:20.794> seems<00:04:21.035> like<00:04:21.195> every<00:04:21.436> day<00:04:21.837> there's<00:04:22.622> wild<00:04:22.975> innovations<00:04:23.520> happening.

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How<00:04:24.482> are<00:04:24.562> you<00:04:24.707> thinking<00:04:25.059> about<00:04:25.428> it?

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What's<00:04:25.829> your<00:04:25.925> take<00:04:26.182> on<00:04:26.310> the<00:04:26.342> future<00:04:26.663> of<00:04:26.791> this<00:04:26.887> thing?

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Yeah,<00:04:28.394> you<00:04:28.474> know,<00:04:28.651> I<00:04:28.731> tell<00:04:28.795> you<00:04:28.891> what,<00:04:29.276> I'm<00:04:30.094> like<00:04:30.398> old<00:04:30.511> enough<00:04:30.735> that<00:04:30.879> I've<00:04:30.960> been<00:04:31.136> through<00:04:32.098> a<00:04:32.114> few<00:04:32.274> cycles,<00:04:32.820> right?

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So<00:04:35.624> This<00:04:35.945> is<00:04:36.489> on<00:04:36.890> par,<00:04:37.691> the<00:04:37.883> commercialization<00:04:38.733> of<00:04:38.893> AI,<00:04:39.614> I<00:04:39.710> think,<00:04:40.495> in<00:04:40.832> my<00:04:40.928> opinion,<00:04:41.152> it's<00:04:41.456> on<00:04:41.633> par<00:04:41.953> with<00:04:42.033> the<00:04:42.177> commercialization<00:04:42.915> of<00:04:42.995> the<00:04:43.139> internet.

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There's<00:04:44.020> been<00:04:44.116> a<00:04:44.180> few<00:04:44.276> phases<00:04:44.581> like<00:04:44.677> the<00:04:44.821> commercialization<00:04:45.542> of<00:04:45.574> the<00:04:45.718> internet,<00:04:46.584> mobile,<00:04:47.465> cloud,<00:04:48.442> and<00:04:48.587> now<00:04:49.083> this<00:04:49.500> is<00:04:49.708> this<00:04:50.045> next<00:04:51.246> thing.

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And<00:04:52.272> I<00:04:52.688> think<00:04:53.313> I<00:04:53.409> see<00:04:53.810> it<00:04:54.211> being,<00:04:54.948> I<00:04:55.012> don't<00:04:55.492> think<00:04:55.909> I'm<00:04:56.037> saying<00:04:56.277> it<00:04:56.358> hyperbolistically<00:04:57.399> is<00:04:57.495> to<00:04:57.591> say<00:04:57.816> that<00:04:57.976> I<00:04:58.056> think<00:04:58.232> it's<00:04:58.296> going<00:04:58.392> to<00:04:58.441> be<00:04:58.473> the<00:04:58.601> most<00:04:58.777> significant<00:04:59.642> productivity<00:05:00.139> enhancement<00:05:00.684> mankind's<00:05:01.180> created<00:05:01.485> to<00:05:01.581> date.

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It's<00:05:02.386> just<00:05:03.194> the<00:05:03.275> more<00:05:03.517> I<00:05:03.598> look<00:05:03.824> at<00:05:03.937> it,<00:05:04.729> the<00:05:04.810> more<00:05:05.053> I<00:05:05.133> see<00:05:06.184> the<00:05:06.281> speed<00:05:06.992> at<00:05:07.137> which<00:05:07.315> it's<00:05:07.477> being<00:05:07.638> developed,<00:05:08.026> the<00:05:08.107> amount<00:05:08.269> of<00:05:08.430> capital<00:05:08.996> that's<00:05:09.174> getting<00:05:09.416> poured<00:05:09.739> into<00:05:10.046> it<00:05:12.258> is<00:05:12.468> wild.

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And<00:05:13.275> you<00:05:13.307> see<00:05:13.759> how<00:05:13.856> fast<00:05:14.582> it's<00:05:14.744> progressing<00:05:15.470> and<00:05:15.599> how<00:05:15.712> fast<00:05:16.116> it's<00:05:16.277> being<00:05:17.003> integrated<00:05:17.649> into<00:05:18.682> our<00:05:19.086> economy,<00:05:19.588> into<00:05:19.831> technologies.

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I<00:05:21.126> do<00:05:21.224> think<00:05:21.499> we're<00:05:21.693> going<00:05:22.001> to<00:05:22.163> look<00:05:22.260> back<00:05:22.827> in<00:05:22.973> 24,<00:05:23.394> 36<00:05:23.864> months<00:05:24.123> and<00:05:24.204> just<00:05:24.528> be<00:05:24.625> like,<00:05:24.835> wow,<00:05:25.030> I<00:05:25.111> can't<00:05:25.823> believe<00:05:26.390> this<00:05:26.536> has<00:05:26.682> happened.

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Pretty<00:05:27.428> unbelievable,<00:05:28.167> huh?

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It's<00:05:29.005> pretty<00:05:29.317> crazy.

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I<00:05:30.352> don't<00:05:30.549> know<00:05:30.615> that<00:05:30.681> it<00:05:30.730> takes<00:05:30.812> people's<00:05:30.977> jobs<00:05:31.141> though.

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I<00:05:31.256> mean,<00:05:31.322> it<00:05:31.420> may<00:05:31.502> take<00:05:31.552> some<00:05:33.850> people's<00:05:34.042> jobs,<00:05:34.443> but<00:05:34.523> it<00:05:34.587> seems<00:05:34.828> like<00:05:34.988> it's<00:05:35.405> like<00:05:35.630> you<00:05:35.726> said,<00:05:36.528> it<00:05:36.608> kind<00:05:36.833> of<00:05:36.929> enhances<00:05:37.635> our<00:05:37.731> ability<00:05:38.212> to<00:05:38.292> do<00:05:38.436> our<00:05:38.597> jobs<00:05:39.094> currently.

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I<00:05:40.377> do<00:05:40.602> view<00:05:40.842> it,<00:05:41.163> yeah,<00:05:41.259> I<00:05:41.420> do<00:05:41.580> view<00:05:41.756> it<00:05:41.836> as<00:05:41.981> a<00:05:42.205> productivity<00:05:42.863> tool.

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If<00:05:43.841> you<00:05:43.986> look<00:05:44.226> just<00:05:44.467> to<00:05:44.868> kind<00:05:45.012> of<00:05:45.044> like,<00:05:45.509> you<00:05:45.589> know,<00:05:45.750> put<00:05:45.910> it<00:05:46.055> into<00:05:46.231> context<00:05:46.696> of<00:05:46.937> our<00:05:47.113> business,<00:05:47.578> right?

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So<00:05:50.064> it<00:05:50.240> enables<00:05:50.722> us<00:05:50.946> to<00:05:51.107> produce<00:05:51.604> about<00:05:52.149> 8x<00:05:52.630> more<00:05:52.887> translation<00:05:54.154> for<00:05:54.234> the<00:05:54.266> same<00:05:54.651> budget<00:05:55.052> for<00:05:55.453> our<00:05:55.918> customers,<00:05:56.479> right?

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So<00:05:56.896> you<00:05:56.977> can<00:05:57.137> think<00:05:57.313> about<00:05:57.618> that<00:05:57.939> as<00:05:58.099> being<00:05:59.045> now<00:05:59.126> our<00:05:59.382> translators<00:06:00.184> are<00:06:00.489> 8x<00:06:00.826> more<00:06:01.050> productive<00:06:01.451> using<00:06:01.788> this<00:06:02.173> AI<00:06:02.446> software.

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Tool,<00:06:03.936> right,<00:06:04.113> which<00:06:04.273> is<00:06:04.417> massive.

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And<00:06:04.978> if<00:06:05.090> you<00:06:05.170> said,<00:06:05.875> hey<00:06:05.971> Brian,<00:06:06.196> what<00:06:06.292> do<00:06:06.324> you<00:06:06.356> think<00:06:06.500> that's<00:06:06.676> going<00:06:06.788> to<00:06:06.853> look<00:06:06.981> like<00:06:07.221> in,<00:06:07.622> you<00:06:07.782> know,<00:06:07.878> 12<00:06:08.230> months,<00:06:08.455> I'd<00:06:08.583> probably<00:06:08.775> say<00:06:08.984> it's<00:06:09.144> probably<00:06:09.464> going<00:06:09.528> to<00:06:09.576> at<00:06:09.624> least<00:06:09.801> double,<00:06:10.666> uh,<00:06:11.082> that.

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So<00:06:13.550> typically<00:06:14.031> what<00:06:14.127> I<00:06:14.287> see<00:06:14.511> happening,<00:06:14.992> and,<00:06:15.312> and<00:06:15.489> when<00:06:15.633> you<00:06:15.729> have<00:06:15.889> these<00:06:16.049> transitions,<00:06:16.674> right,<00:06:17.011> it's<00:06:17.171> the,<00:06:18.837> um,<00:06:19.062> it's<00:06:19.815> this<00:06:19.975> principle<00:06:20.360> where<00:06:20.696> as,<00:06:21.081> as<00:06:21.241> cost<00:06:21.641> and<00:06:21.721> utility<00:06:22.218> improve,<00:06:23.083> utilization<00:06:24.445> goes<00:06:24.702> up.

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Jevons<00:06:25.182> paradox,<00:06:25.967> right?

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Right.

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So<00:06:27.025> we<00:06:27.121> saw<00:06:27.345> this<00:06:27.570> with<00:06:27.746> data<00:06:28.002> storage,<00:06:29.028> cloud<00:06:29.348> services.

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As<00:06:30.069> that<00:06:30.374> price<00:06:30.694> comes<00:06:31.031> down,<00:06:31.977> utilization<00:06:32.619> goes<00:06:32.860> up.

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I<00:06:33.599> think<00:06:33.760> we're<00:06:33.904> seeing<00:06:34.467> that<00:06:35.029> in<00:06:35.527> our—<00:06:35.848> not<00:06:36.073> think,<00:06:36.314> we<00:06:36.426> are<00:06:36.507> seeing<00:06:36.876> that<00:06:37.133> in<00:06:37.198> our<00:06:37.358> industry.

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As<00:06:38.097> we<00:06:38.258> bring<00:06:38.499> the<00:06:38.643> cost<00:06:38.981> down,<00:06:39.238> the<00:06:39.302> efficiency<00:06:39.928> up,<00:06:40.491> our<00:06:40.587> customers<00:06:41.069> are<00:06:41.455> unlocking<00:06:42.499> content<00:06:42.981> that<00:06:43.077> they<00:06:43.238> would<00:06:43.398> like<00:06:43.559> to<00:06:43.704> have<00:06:43.880> translated.

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What<00:06:44.844> does<00:06:45.005> a<00:06:45.069> typical<00:06:45.406> day<00:06:45.631> look<00:06:45.792> like<00:06:45.969> for<00:06:46.049> you?

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Uh,<00:06:47.816> pretty—<00:06:48.780> it<00:06:48.860> depends.

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It<00:06:49.407> depends<00:06:49.664> if<00:06:49.696> I'm<00:06:49.824> traveling.

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Now<00:06:50.724> in<00:06:50.852> the<00:06:50.884> summer,<00:06:51.190> I'm<00:06:51.334> not<00:06:51.511> traveling<00:06:51.832> that<00:06:52.057> much,<00:06:52.234> but<00:06:52.555> I<00:06:52.700> hit<00:06:52.812> the<00:06:52.941> road.

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I<00:06:53.262> travel<00:06:54.065> extensively,<00:06:55.029> globally,<00:06:55.913> our<00:06:56.073> customers<00:06:56.555> all<00:06:56.652> around<00:06:56.893> the<00:06:56.973> world,<00:06:57.310> starting<00:06:57.696> in<00:06:57.776> the,<00:06:58.419> in<00:06:58.563> the,<00:06:58.804> um,<00:06:59.366> in<00:06:59.446> the<00:06:59.526> fall,<00:07:00.423> which<00:07:00.648> I<00:07:00.680> enjoy.

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But<00:07:01.305> now,<00:07:01.625> you<00:07:01.737> know,<00:07:01.930> I<00:07:01.946> like<00:07:02.106> to<00:07:02.250> get<00:07:02.362> up—<00:07:02.667> I<00:07:02.747> get<00:07:02.843> up<00:07:02.987> early<00:07:03.148> in<00:07:03.228> the<00:07:03.388> morning.

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I<00:07:04.430> read<00:07:05.471> a<00:07:05.535> lot,<00:07:05.808> so<00:07:06.112> kind<00:07:06.240> of<00:07:06.272> like<00:07:06.433> general<00:07:06.833> news,<00:07:07.154> business<00:07:07.554> news,<00:07:08.420> and<00:07:08.820> obviously<00:07:09.477> industry<00:07:09.878> news.

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You<00:07:10.615> know,<00:07:10.759> try<00:07:10.983> and<00:07:11.080> get<00:07:11.464> a<00:07:11.480> little<00:07:11.640> bit<00:07:11.785> of<00:07:11.817> a<00:07:11.881> workout<00:07:12.442> in,<00:07:12.826> and<00:07:13.387> that<00:07:13.884> kind<00:07:14.044> of<00:07:14.124> gets<00:07:14.365> me<00:07:15.070> going<00:07:15.390> for<00:07:15.486> the<00:07:15.630> day.

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And<00:07:16.528> then<00:07:17.249> I<00:07:17.489> try<00:07:17.730> and,<00:07:18.050> you<00:07:18.162> know,<00:07:18.515> our—<00:07:19.572> I<00:07:19.652> try<00:07:19.893> and<00:07:19.973> run<00:07:20.133> the<00:07:20.213> business,<00:07:21.015> and<00:07:21.111> I<00:07:21.175> learned<00:07:21.399> this<00:07:21.720> a<00:07:21.736> while<00:07:22.040> back<00:07:22.296> ago,<00:07:23.162> using<00:07:23.659> an<00:07:23.739> operating<00:07:24.203> plan,<00:07:24.860> which<00:07:25.630> The<00:07:25.742> pillars<00:07:26.223> are<00:07:27.489> go-to-market,<00:07:29.092> customer<00:07:29.413> experience,<00:07:30.310> building<00:07:30.855> product,<00:07:31.352> finance,<00:07:32.090> and<00:07:32.218> people,<00:07:32.555> right?

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And<00:07:33.116> so<00:07:33.212> that's<00:07:33.500> sort<00:07:33.596> of<00:07:33.741> like<00:07:34.077> the<00:07:34.222> pillars<00:07:34.558> of<00:07:34.622> our<00:07:34.719> operating<00:07:35.119> plan.

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I<00:07:35.376> sort<00:07:35.520> of<00:07:35.841> orient<00:07:36.241> my<00:07:36.402> day<00:07:36.626> and<00:07:36.706> my<00:07:36.883> week<00:07:37.364> around<00:07:38.229> moving<00:07:38.646> that<00:07:39.447> forward<00:07:39.912> and<00:07:40.073> focusing<00:07:40.489> on<00:07:40.634> that<00:07:40.826> with<00:07:40.970> the<00:07:41.051> teams<00:07:41.515> that<00:07:41.612> are<00:07:41.756> mostly<00:07:42.092> responsible<00:07:42.734> for<00:07:42.878> doing<00:07:43.134> that.

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And<00:07:44.241> that<00:07:44.577> to<00:07:44.673> me<00:07:44.818> has<00:07:44.978> been<00:07:45.138> a<00:07:45.218> formula<00:07:45.844> that's<00:07:46.405> really<00:07:47.222> worked<00:07:47.463> for<00:07:47.591> me<00:07:47.767> over<00:07:47.927> the<00:07:47.960> last<00:07:48.248> several<00:07:48.569> years.

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What<00:07:49.546> books<00:07:49.787> do<00:07:49.851> you<00:07:49.947> read?

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Do<00:07:50.973> you<00:07:51.053> have<00:07:51.149> any<00:07:51.374> recommendations<00:07:52.095> for<00:07:52.272> us?

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Well,<00:07:53.859> I<00:07:54.019> have<00:07:54.452> a<00:07:54.580> couple.

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So<00:07:55.077> like,<00:07:55.381> you<00:07:55.558> know,<00:07:55.782> One<00:07:55.943> to<00:07:55.975> Zero,<00:07:57.001> Lessons<00:07:57.321> from<00:07:57.465> the<00:07:58.085> James<00:07:58.246> Citroën<00:07:58.649> did<00:07:58.827> a<00:07:58.875> really<00:07:59.053> nice<00:07:59.295> job<00:07:59.618> talking<00:07:59.941> about<00:08:00.183> leadership.

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Obviously,<00:08:01.555> the<00:08:02.281> standards,<00:08:03.007> Good<00:08:03.072> to<00:08:03.185> Great,<00:08:03.475> all<00:08:03.556> that<00:08:03.669> kind<00:08:03.895> of<00:08:04.040> thing.

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How<00:08:05.009> do<00:08:05.089> you<00:08:05.170> think<00:08:05.283> about<00:08:05.509> culture?

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Are<00:08:06.945> you<00:08:07.172> an<00:08:07.430> entirely<00:08:08.869> remote<00:08:09.257> team,<00:08:09.742> hybrid?

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How<00:08:11.035> have<00:08:11.358> you<00:08:11.455> thought<00:08:11.633> about<00:08:11.860> that?

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How<00:08:12.151> have<00:08:12.328> you<00:08:12.425> navigated<00:08:12.991> that<00:08:13.217> since<00:08:13.460> the<00:08:13.557> pandemic?

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I<00:08:14.506> think<00:08:14.618> about<00:08:14.844> it<00:08:15.167> all<00:08:15.489> the<00:08:15.586> time.

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Yeah,<00:08:16.618> we<00:08:16.779> are<00:08:19.036> mostly<00:08:19.407> remote.

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We<00:08:19.826> have<00:08:19.923> an<00:08:19.987> office<00:08:20.342> in<00:08:20.407> Dublin,<00:08:22.986> but<00:08:23.147> we've<00:08:23.309> been<00:08:23.470> a<00:08:23.966> a<00:08:24.206> very<00:08:24.527> distributed<00:08:25.056> company<00:08:25.344> for<00:08:25.425> a<00:08:25.441> long<00:08:25.585> time,<00:08:25.825> and<00:08:25.970> I've<00:08:26.146> always<00:08:26.531> operated<00:08:26.867> within<00:08:27.124> a<00:08:27.188> distributed<00:08:27.733> company.

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So<00:08:29.689> establishing<00:08:30.378> culture<00:08:31.276> is<00:08:31.420> really<00:08:31.581> about<00:08:31.821> creating<00:08:32.013> the<00:08:32.078> right<00:08:32.318> systems<00:08:32.799> and<00:08:32.879> mechanisms<00:08:33.440> internally.

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And<00:08:34.562> I<00:08:34.643> think<00:08:34.803> we<00:08:34.963> do<00:08:35.123> that.

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I<00:08:35.604> think<00:08:35.749> it's<00:08:35.909> also<00:08:36.149> really<00:08:36.310> important<00:08:36.727> that<00:08:37.592> each<00:08:38.634> person<00:08:38.955> has<00:08:39.083> to<00:08:39.131> have<00:08:39.372> a<00:08:39.516> really<00:08:39.756> clear<00:08:40.013> KPI<00:08:41.360> and<00:08:41.536> be<00:08:41.632> measured<00:08:42.001> against<00:08:42.321> that<00:08:42.979> so<00:08:43.139> that<00:08:43.620> you<00:08:43.780> know<00:08:44.181> and<00:08:44.582> management<00:08:45.047> knows,<00:08:45.303> hey,<00:08:45.464> is<00:08:45.544> this<00:08:45.704> person—<00:08:46.425> are<00:08:46.490> they<00:08:46.810> being<00:08:46.987> productive?

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Right?

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Because<00:08:48.750> you<00:08:48.782> can't<00:08:48.894> see<00:08:49.071> them.

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Right?

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So<00:08:50.061> we<00:08:50.320> have<00:08:50.940> really<00:08:51.740> good<00:08:51.920> KPIs<00:08:52.520> and<00:08:52.660> measurement<00:08:52.980> systems<00:08:53.300> across<00:08:53.600> the<00:08:53.840> company.

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And<00:08:54.720> so<00:08:54.860> from<00:08:54.940> a<00:08:55.120> culture<00:08:55.360> perspective,<00:08:56.000> we<00:08:56.120> don't<00:08:56.300> make<00:08:56.560> up<00:08:56.740> things<00:08:57.000> like,<00:08:57.380> hey,<00:08:57.700> we're<00:08:57.840> going<00:08:57.980> to<00:08:57.981> do<00:08:58.100> a<00:08:58.160> virtual<00:08:58.380> happy<00:08:58.680> hour,<00:08:59.060> any<00:08:59.320> of<00:08:59.500> that<00:08:59.540> kind<00:08:59.620> of<00:08:59.800> stuff.

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We<00:09:00.040> try<00:09:00.300> and<00:09:00.480> build<00:09:00.900> it<00:09:01.020> authentically<00:09:01.500> through<00:09:01.780> doing<00:09:02.000> good<00:09:02.200> work<00:09:02.460> together<00:09:02.720> on<00:09:02.940> teams.

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And<00:09:03.920> then<00:09:04.000> we<00:09:04.080> actually<00:09:04.280> do<00:09:04.460> something<00:09:04.720> pretty<00:09:04.960> fun.

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Once<00:09:05.899> a<00:09:06.120> year,<00:09:06.180> we<00:09:06.300> get<00:09:06.440> together<00:09:06.860> in<00:09:07.460> a<00:09:07.600> really<00:09:07.720> nice<00:09:07.940> place<00:09:08.220> like<00:09:09.260> a<00:09:09.400> resort<00:09:09.700> in<00:09:09.840> Puerto<00:09:10.100> Rico,<00:09:10.400> and<00:09:10.620> we<00:09:10.621> spend<00:09:11.020> 4<00:09:11.480> days<00:09:11.700> together<00:09:12.000> as<00:09:12.220> a<00:09:12.400> team<00:09:12.640> doing<00:09:12.980> training<00:09:13.500> and<00:09:14.980> just<00:09:15.000> rebuilding,<00:09:15.940> kind<00:09:16.040> of<00:09:16.280> like<00:09:16.320> recharging<00:09:16.740> our<00:09:16.960> relationships.

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And<00:09:17.700> that<00:09:18.000> works<00:09:18.200> out<00:09:18.460> pretty<00:09:18.620> well.

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Oh,<00:09:19.526> that's<00:09:19.703> very<00:09:20.024> cool.

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Yeah,<00:09:20.585> that's<00:09:20.826> fun.

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What<00:09:21.949> recommendations<00:09:22.526> would<00:09:22.606> you<00:09:22.735> have<00:09:22.911> for<00:09:22.991> CEOs<00:09:23.713> and<00:09:23.874> leaders<00:09:24.259> who<00:09:24.371> are<00:09:24.499> trying<00:09:24.740> to<00:09:24.836> expand<00:09:25.638> into<00:09:26.841> international<00:09:27.355> markets?

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You've<00:09:27.884> done<00:09:28.045> that<00:09:28.189> a<00:09:28.205> lot<00:09:28.446> throughout<00:09:28.670> your<00:09:28.847> career.

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What<00:09:29.986> should<00:09:30.146> they<00:09:30.291> be<00:09:30.451> thinking<00:09:30.852> about?

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How<00:09:31.734> should<00:09:31.975> they<00:09:32.135> be<00:09:32.280> preparing<00:09:32.777> for<00:09:32.921> that<00:09:33.098> type<00:09:33.322> of<00:09:33.403> thing?

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Yeah,<00:09:35.584> there's<00:09:36.066> really<00:09:36.402> a<00:09:36.467> solid<00:09:36.868> framework<00:09:37.333> for<00:09:37.493> doing<00:09:37.654> that.

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First,<00:09:38.055> you<00:09:38.135> have<00:09:38.231> to<00:09:38.376> be<00:09:38.472> getting<00:09:39.210> some<00:09:39.434> kind<00:09:39.755> of<00:09:39.787> demand<00:09:40.172> signal<00:09:40.622> from<00:09:41.520> whatever<00:09:41.841> market<00:09:42.226> you're<00:09:42.386> looking<00:09:42.627> to<00:09:42.723> go<00:09:42.883> to,<00:09:43.188> right?

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So<00:09:43.621> if<00:09:43.702> you're,<00:09:44.728> let's<00:09:45.049> say<00:09:45.274> you<00:09:45.354> want<00:09:45.498> to<00:09:45.530> go<00:09:45.691> to<00:09:46.092> the<00:09:46.317> EU.

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Like,<00:09:47.619> you<00:09:47.699> want<00:09:47.843> to<00:09:47.876> make<00:09:48.020> sure<00:09:48.213> that<00:09:48.277> you've<00:09:48.406> got<00:09:48.599> some<00:09:48.824> kind<00:09:48.984> of<00:09:49.065> demand<00:09:49.482> signal<00:09:49.852> coming<00:09:50.109> from<00:09:50.334> there.

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And<00:09:51.138> then<00:09:51.700> I'm<00:09:51.796> a<00:09:51.877> big<00:09:52.037> believer<00:09:52.295> in<00:09:52.423> putting<00:09:52.761> boots<00:09:53.002> on<00:09:53.082> the<00:09:53.162> ground,<00:09:53.709> uh,<00:09:54.030> there,<00:09:54.367> right?

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So<00:09:54.753> having<00:09:55.589> someone<00:09:56.039> that's<00:09:56.360> responsible<00:09:57.003> for<00:09:57.099> that<00:09:57.324> country,<00:09:57.678> a<00:09:57.742> country<00:09:58.047> manager<00:09:58.626> that<00:09:58.706> can<00:09:58.867> start<00:09:59.252> advocating<00:09:59.815> for<00:09:59.911> their<00:10:00.072> position,<00:10:00.554> creating<00:10:00.875> budget,<00:10:01.357> start<00:10:01.679> standing<00:10:02.161> things<00:10:02.386> up<00:10:02.627> and<00:10:02.707> just<00:10:03.269> understanding<00:10:03.848> the,<00:10:04.234> the<00:10:04.330> lay<00:10:04.555> of<00:10:04.635> the<00:10:04.716> land.

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So<00:10:05.037> you<00:10:05.133> really<00:10:05.374> want<00:10:05.551> to<00:10:05.616> do—<00:10:06.098> you<00:10:06.178> start<00:10:06.419> with<00:10:06.515> someone<00:10:06.756> there<00:10:06.885> that<00:10:07.046> could<00:10:07.094> be<00:10:07.222> responsible<00:10:07.865> for<00:10:08.170> it.

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Once<00:10:08.508> you<00:10:08.588> get<00:10:08.733> that<00:10:08.894> demand<00:10:09.311> signal,<00:10:10.034> then<00:10:10.211> you,<00:10:10.581> then<00:10:10.741> you<00:10:10.822> start<00:10:11.015> spinning<00:10:11.465> up<00:10:12.428> your<00:10:12.604> motions,<00:10:13.150> right?

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Your<00:10:13.487> go-to-market<00:10:14.129> motion,<00:10:15.237> your<00:10:15.398> product<00:10:15.799> motion,<00:10:16.296> your<00:10:16.377> customer<00:10:16.762> experience<00:10:18.126> motion,<00:10:18.608> all<00:10:18.785> of<00:10:18.865> that,<00:10:19.170> your<00:10:19.266> people<00:10:19.587> motion,<00:10:20.293> you<00:10:20.374> know,<00:10:20.470> to<00:10:20.615> really<00:10:20.727> start<00:10:21.080> building<00:10:21.337> that<00:10:21.497> out.

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So<00:10:22.316> that<00:10:22.461> includes<00:10:22.878> salespeople,<00:10:23.664> includes<00:10:24.242> customer<00:10:24.563> experience<00:10:25.205> people,<00:10:26.008> marketing<00:10:26.474> people,<00:10:26.971> but<00:10:27.196> it's<00:10:28.416> hard<00:10:28.608> to<00:10:28.737> ask<00:10:28.962> people<00:10:29.138> to<00:10:29.218> do<00:10:29.379> part-time<00:10:29.845> work,<00:10:30.101> right?

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I'm<00:10:30.679> a<00:10:30.743> big<00:10:30.968> believer<00:10:31.209> that<00:10:31.369> you<00:10:31.450> got,<00:10:31.771> like,<00:10:32.108> if<00:10:32.204> you<00:10:32.333> ask<00:10:32.461> someone<00:10:32.686> to<00:10:32.750> do<00:10:32.910> the<00:10:32.991> job,<00:10:33.312> that's<00:10:33.617> the<00:10:33.697> job<00:10:33.954> that<00:10:34.435> they're<00:10:34.837> doing.

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And<00:10:35.960> then<00:10:36.105> obviously<00:10:36.683> translation<00:10:37.180> localization<00:10:38.368> plays<00:10:38.834> a<00:10:38.930> really<00:10:39.171> big<00:10:39.716> role<00:10:40.053> in<00:10:40.198> that.

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We<00:10:41.016> see<00:10:42.539> that,<00:10:43.165> you<00:10:43.261> know,<00:10:43.967> the<00:10:44.047> typical<00:10:44.721> stat<00:10:45.331> is<00:10:45.571> that,<00:10:46.133> you<00:10:46.165> know,<00:10:46.325> 87%<00:10:47.015> of<00:10:47.111> people<00:10:47.432> prefer<00:10:48.394> to<00:10:48.539> consume<00:10:48.940> content<00:10:49.373> in<00:10:49.453> their<00:10:49.581> own<00:10:49.742> language.

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60%<00:10:51.426> of<00:10:51.602> people<00:10:51.907> won't<00:10:52.164> buy<00:10:52.886> unless<00:10:53.222> it's<00:10:53.447> in<00:10:53.607> their<00:10:53.704> language.

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So<00:10:54.329> you<00:10:54.409> have<00:10:54.650> to<00:10:54.810> have<00:10:55.693> translation<00:10:56.238> localization<00:10:57.200> of<00:10:57.521> your<00:10:57.778> website,<00:10:58.724> of<00:10:59.125> your<00:10:59.462> marketing<00:10:59.863> materials,<00:11:01.050> of<00:11:01.162> your<00:11:01.307> product<00:11:01.708> and<00:11:01.852> application.

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You've<00:11:03.071> got<00:11:03.184> to<00:11:03.296> have<00:11:03.472> that<00:11:03.633> stuff<00:11:04.018> translated,<00:11:04.579> localized.

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Otherwise,<00:11:05.397> you're<00:11:05.558> just,<00:11:05.798> you're<00:11:05.943> going<00:11:06.071> to<00:11:06.119> face<00:11:06.376> a<00:11:06.504> really<00:11:06.680> tough<00:11:08.505> slog.

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And,<00:11:08.655> you<00:11:08.688> know,<00:11:08.769> once<00:11:08.931> again,<00:11:09.078> we've<00:11:09.224> kind<00:11:09.305> of<00:11:09.402> talked<00:11:09.581> about<00:11:09.743> it<00:11:09.808> before.

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It<00:11:10.214> used<00:11:10.442> to<00:11:10.523> be<00:11:10.945> like<00:11:11.254> really<00:11:11.497> expensive<00:11:12.244> and<00:11:12.407> really<00:11:12.813> like<00:11:13.121> just<00:11:13.300> a<00:11:13.316> big<00:11:13.544> time<00:11:13.950> suck.

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Now<00:11:15.151> with,<00:11:15.882> you<00:11:15.963> know,<00:11:16.383> with<00:11:16.545> cloud-based<00:11:17.060> software,<00:11:18.221> AI<00:11:18.946> optimization,<00:11:19.752> it's<00:11:20.719> really<00:11:21.041> become<00:11:21.363> a—<00:11:21.847> almost,<00:11:22.169> I<00:11:22.217> don't<00:11:22.362> know,<00:11:22.588> it's<00:11:22.910> become<00:11:23.297> much<00:11:23.426> more<00:11:25.395> part<00:11:25.961> of<00:11:26.122> the<00:11:26.219> process<00:11:26.721> and<00:11:26.850> not<00:11:27.093> the<00:11:27.432> kind<00:11:27.594> of<00:11:28.241> cumbersome<00:11:28.645> task<00:11:28.968> that<00:11:29.033> it<00:11:29.130> used<00:11:29.308> to<00:11:29.453> be.

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Yeah,<00:11:30.504> yeah,<00:11:30.892> for<00:11:30.989> sure.

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Give<00:11:31.959> me<00:11:32.121> a<00:11:32.202> sense<00:11:32.751> for<00:11:33.740> how<00:11:34.160> you<00:11:34.500> think<00:11:34.840> about<00:11:35.700> your<00:11:36.040> values,<00:11:37.000> your<00:11:37.020> mission<00:11:37.460> as<00:11:37.640> a<00:11:37.799> company.

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I<00:11:38.200> mean,<00:11:38.201> we<00:11:38.300> kind<00:11:38.420> of<00:11:38.500> touched<00:11:38.660> this<00:11:38.840> on<00:11:39.200> culture,<00:11:39.800> but<00:11:40.480> what's<00:11:41.360> the<00:11:41.480> mission<00:11:41.779> of<00:11:41.940> the<00:11:42.020> company?

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Has<00:11:42.420> it<00:11:42.560> evolved<00:11:42.900> over<00:11:43.140> time?

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How<00:11:44.060> do<00:11:44.180> you<00:11:44.240> think<00:11:44.480> about<00:11:44.720> that?

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How<00:11:44.920> do<00:11:45.020> you<00:11:45.120> keep<00:11:45.320> that<00:11:45.540> aligned?

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How<00:11:46.940> often<00:11:47.240> are<00:11:47.400> you<00:11:47.480> reviewing<00:11:47.960> that?

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Well,<00:11:48.920> we<00:11:49.240> talk<00:11:49.460> about<00:11:49.760> it.

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We<00:11:50.540> talk<00:11:50.740> about<00:11:50.940> it<00:11:51.160> on<00:11:51.161> every<00:11:51.300> all-hands<00:11:51.620> meeting.

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That's<00:11:52.160> how<00:11:52.380> we<00:11:52.520> start<00:11:52.780> our<00:11:53.000> meetings<00:11:53.180> with<00:11:53.340> our<00:11:53.500> mission<00:11:53.740> and<00:11:53.880> our<00:11:54.080> values.

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And<00:11:55.320> I'm<00:11:56.240> a<00:11:56.480> big<00:11:56.660> believer<00:11:57.180> in<00:11:57.940> orienting<00:11:59.180> around<00:11:59.420> customer<00:11:59.820> outcomes.

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So<00:12:00.661> for<00:12:01.680> example,<00:12:02.040> I<00:12:02.140> didn't<00:12:02.320> invent<00:12:02.560> the<00:12:02.700> idea,<00:12:02.980> but<00:12:03.100> I<00:12:03.240> stole<00:12:03.580> it<00:12:03.720> from<00:12:04.220> you<00:12:04.580> know,<00:12:04.581> from<00:12:04.600> Jeff<00:12:04.860> Bezos,<00:12:05.400> you<00:12:05.401> know,<00:12:05.640> famously<00:12:06.040> the<00:12:06.660> empty<00:12:07.020> chair<00:12:07.320> in<00:12:07.520> the<00:12:07.600> room.

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And<00:12:08.320> I<00:12:08.440> try<00:12:08.680> and<00:12:09.980> bring<00:12:10.400> that<00:12:10.620> to<00:12:10.840> life<00:12:11.040> as<00:12:11.220> much<00:12:11.360> as<00:12:11.540> possible.

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So<00:12:11.920> when<00:12:12.020> we<00:12:12.180> talk<00:12:12.320> about<00:12:12.500> our<00:12:12.700> mission,<00:12:13.500> our<00:12:13.600> mission<00:12:13.780> is<00:12:13.900> not<00:12:14.080> to<00:12:14.220> build<00:12:14.380> the<00:12:14.520> best<00:12:14.720> translation<00:12:15.140> management<00:12:15.540> solution.

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Our<00:12:16.260> mission<00:12:16.560> is<00:12:17.180> to<00:12:17.300> help<00:12:17.380> our<00:12:17.620> companies<00:12:17.920> grow<00:12:18.160> globally<00:12:18.540> faster,<00:12:19.160> right?

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So<00:12:19.580> we<00:12:19.660> start<00:12:19.880> with<00:12:20.020> that.

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So<00:12:20.361> what<00:12:20.540> are<00:12:20.860> our<00:12:21.260> customers'<00:12:22.120> KPIs<00:12:22.460> that<00:12:22.800> matter<00:12:23.180> to<00:12:23.440> them?

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And<00:12:24.540> we<00:12:24.760> even<00:12:24.880> try<00:12:25.280> and<00:12:25.460> start<00:12:25.740> our<00:12:26.520> sales<00:12:27.370> conversations<00:12:28.020> with<00:12:28.260> them<00:12:28.480> is<00:12:28.640> sit<00:12:28.900> down,<00:12:29.580> what<00:12:29.960> are<00:12:30.100> your<00:12:30.540> goals?

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What<00:12:31.480> are<00:12:31.620> your<00:12:31.760> KPIs?

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What<00:12:32.400> matters<00:12:32.760> to<00:12:33.020> you?

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And<00:12:33.220> sometimes<00:12:33.480> they<00:12:33.700> might<00:12:33.940> say<00:12:34.200> it's<00:12:34.220> about<00:12:34.240> speed.

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Need,<00:12:36.296> right?

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It's<00:12:36.697> taking<00:12:36.953> too<00:12:37.098> long<00:12:37.370> for<00:12:37.675> us<00:12:37.835> to<00:12:37.996> get<00:12:38.477> to<00:12:38.557> be<00:12:38.701> able<00:12:39.279> to<00:12:39.455> ship<00:12:40.161> multilingual<00:12:40.866> versions<00:12:41.203> of<00:12:41.299> our<00:12:41.524> software,<00:12:42.310> or<00:12:42.807> it<00:12:42.887> might<00:12:43.128> be<00:12:43.512> cost,<00:12:43.913> we<00:12:44.010> can't<00:12:44.170> get<00:12:44.330> to<00:12:44.427> as<00:12:44.571> much<00:12:44.876> stuff,<00:12:45.453> or<00:12:45.613> it's<00:12:45.774> a<00:12:45.854> quality<00:12:46.255> problem,<00:12:46.640> or<00:12:46.720> a<00:12:46.736> combination<00:12:47.185> of<00:12:47.281> the<00:12:47.361> above,<00:12:47.682> right?

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So<00:12:47.939> understanding<00:12:48.821> what<00:12:48.981> those<00:12:49.286> are,<00:12:49.783> and<00:12:49.863> to<00:12:49.927> your<00:12:50.103> point,<00:12:50.264> like,<00:12:50.745> what's<00:12:51.146> your<00:12:51.306> KPI?

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What's<00:12:52.044> your<00:12:52.188> business<00:12:52.509> KPI?

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How<00:12:53.391> much,<00:12:54.433> um,<00:12:54.834> how<00:12:54.931> much<00:12:55.155> revenue<00:12:55.620> do<00:12:55.700> you<00:12:55.861> need<00:12:56.117> to<00:12:56.278> go<00:12:56.502> get<00:12:56.903> in<00:12:57.063> Japan<00:12:58.042> next<00:12:58.378> year,<00:12:58.683> for<00:12:58.827> example?

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And<00:12:59.485> we<00:12:59.645> help<00:12:59.870> them<00:13:00.046> work<00:13:00.351> backwards<00:13:00.848> into<00:13:01.008> that.

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So<00:13:01.634> long<00:13:01.730> story<00:13:01.890> short<00:13:02.115> is<00:13:02.452> The<00:13:02.532> mission<00:13:02.996> is<00:13:03.317> to<00:13:03.413> help<00:13:03.718> our<00:13:04.759> customers<00:13:05.256> grow<00:13:05.737> globally<00:13:06.217> faster,<00:13:07.083> and<00:13:07.163> we<00:13:07.659> really<00:13:07.884> help<00:13:08.060> put<00:13:08.220> together<00:13:08.781> a<00:13:08.845> strategy<00:13:09.566> to<00:13:09.983> help<00:13:10.207> them<00:13:10.303> achieve<00:13:10.768> that<00:13:11.088> goal<00:13:11.201> because<00:13:11.649> that's<00:13:11.810> what<00:13:11.906> they're<00:13:11.986> trying<00:13:12.210> to<00:13:12.306> do.

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From<00:13:13.268> a<00:13:14.325> values<00:13:14.790> perspective,<00:13:15.591> Jack<00:13:15.815> Welty,<00:13:16.312> the<00:13:16.456> founder<00:13:16.793> of<00:13:16.873> this<00:13:17.113> business,<00:13:18.155> he<00:13:18.299> came<00:13:18.540> up<00:13:18.636> with<00:13:18.780> a<00:13:18.796> set<00:13:19.052> of<00:13:19.180> values<00:13:20.318> several<00:13:20.719> years<00:13:21.023> ago.

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I<00:13:21.744> walked<00:13:22.065> in<00:13:22.177> the<00:13:22.337> door<00:13:22.786> and<00:13:22.882> didn't<00:13:23.523> change<00:13:23.827> any<00:13:23.988> of<00:13:24.148> them<00:13:24.324> because<00:13:24.725> they're<00:13:25.446> great.

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Things<00:13:26.407> like<00:13:27.208> good<00:13:27.369> today,<00:13:27.689> better<00:13:27.849> tomorrow,<00:13:28.715> constraint,<00:13:29.532> breeds<00:13:29.918> creativity,<00:13:30.736> take<00:13:30.897> care<00:13:31.058> of<00:13:31.154> your<00:13:31.298> people.

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Those<00:13:32.567> are<00:13:32.744> fundamental<00:13:33.209> values<00:13:33.771> that<00:13:35.136> are<00:13:35.232> very<00:13:35.393> similar<00:13:35.730> to<00:13:35.858> ones<00:13:36.180> that<00:13:36.420> we've<00:13:36.517> come<00:13:36.742> up<00:13:36.902> with<00:13:37.095> or<00:13:37.223> I've<00:13:37.320> come<00:13:37.480> up<00:13:37.625> with<00:13:38.203> in<00:13:38.267> the<00:13:38.363> past,<00:13:38.845> and<00:13:38.990> they<00:13:39.022> matter<00:13:39.407> a<00:13:39.487> lot<00:13:39.744> to<00:13:39.873> people.

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And<00:13:40.354> that's—<00:13:40.692> so<00:13:40.836> we<00:13:40.916> try<00:13:41.013> and<00:13:41.173> live<00:13:41.334> by<00:13:41.414> them.

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Yeah,<00:13:42.538> that's<00:13:43.020> incredible<00:13:43.566> to<00:13:43.662> just<00:13:43.823> walk<00:13:44.144> in<00:13:44.288> and<00:13:44.368> have<00:13:44.545> those<00:13:44.866> values<00:13:45.669> already<00:13:45.910> instilled.

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What<00:13:47.227> did<00:13:47.355> you<00:13:47.516> learn<00:13:47.740> at<00:13:48.062> eBay<00:13:48.318> that<00:13:48.543> you've<00:13:48.704> brought<00:13:48.880> to<00:13:48.977> Smartling?

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Oh,<00:13:50.406> that's—<00:13:51.128> yeah,<00:13:51.995> two<00:13:52.172> things.

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I<00:13:52.654> think<00:13:52.895> that<00:13:54.966> Ebay<00:13:56.025> was<00:13:56.763> such<00:13:57.388> a<00:13:57.629> great<00:13:59.234> machine,<00:14:00.260> meaning<00:14:01.801> we,<00:14:02.507> we<00:14:02.828> measured<00:14:03.229> everything<00:14:03.983> extremely<00:14:04.512> well.

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And<00:14:05.186> so<00:14:05.475> as<00:14:05.587> an<00:14:05.716> outcome,<00:14:05.988> we're<00:14:06.133> constantly<00:14:06.614> grinding<00:14:06.999> out<00:14:07.176> better<00:14:07.400> and<00:14:07.497> better<00:14:07.882> outcomes.

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But<00:14:08.925> I'll<00:14:09.406> give<00:14:09.518> an<00:14:09.582> example<00:14:10.064> of<00:14:10.224> one<00:14:10.449> of<00:14:10.625> the—<00:14:11.588> it<00:14:11.684> was<00:14:11.829> a<00:14:11.893> failure<00:14:12.230> of<00:14:12.470> mine,<00:14:13.016> and<00:14:13.096> then<00:14:13.273> it<00:14:13.353> turned<00:14:13.658> into<00:14:14.075> a<00:14:14.219> great<00:14:14.540> learning,<00:14:14.861> which<00:14:15.102> was<00:14:15.904> I<00:14:15.920> was<00:14:16.080> given,<00:14:16.786> as<00:14:17.043> vice<00:14:17.364> president<00:14:17.685> of,<00:14:17.990> um,<00:14:18.952> uh,<00:14:19.113> vertical<00:14:19.370> markets,<00:14:19.771> my<00:14:19.931> task<00:14:20.316> was<00:14:20.557> to<00:14:20.637> generate,<00:14:21.439> uh,<00:14:21.760> like<00:14:21.921> $2.6<00:14:22.482> billion<00:14:22.996> of<00:14:23.124> incremental<00:14:23.670> GMV<00:14:24.184> for<00:14:24.280> the<00:14:24.425> year.

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Okay?

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Big<00:14:25.373> number.

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And<00:14:27.301> I<00:14:27.381> came<00:14:27.494> back<00:14:27.735> to<00:14:28.506> the<00:14:29.004> board<00:14:29.245> with<00:14:29.406> a<00:14:29.486> plan<00:14:30.048> that<00:14:30.434> had<00:14:30.578> 100<00:14:31.398> things<00:14:31.671> that<00:14:31.816> we<00:14:31.944> were<00:14:31.976> going<00:14:32.217> to<00:14:32.378> do<00:14:32.410> to<00:14:32.523> go<00:14:33.101> make<00:14:33.230> that<00:14:33.407> happen.

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And<00:14:35.339> the<00:14:35.758> president<00:14:36.096> at<00:14:36.241> the<00:14:36.273> time,<00:14:36.483> Devin<00:14:36.740> Wenig,<00:14:36.982> said,<00:14:37.514> "Brian,<00:14:38.335> there's<00:14:38.641> no<00:14:38.738> way<00:14:38.963> we're<00:14:39.156> going<00:14:39.945> to<00:14:40.106> do<00:14:40.251> 100<00:14:40.735> things.

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I<00:14:41.153> can't<00:14:41.314> even<00:14:41.475> do<00:14:41.717> 10<00:14:42.023> things.

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So,<00:14:43.006> go<00:14:43.233> back<00:14:43.884> and<00:14:43.981> figure<00:14:44.225> out<00:14:44.371> how<00:14:44.469> to<00:14:44.550> get<00:14:44.697> this<00:14:44.875> done<00:14:45.119> with<00:14:45.444> no<00:14:45.672> more<00:14:45.851> than<00:14:45.948> 6<00:14:46.403> initiatives."<00:14:46.972> And<00:14:47.021> I'm<00:14:47.070> like,<00:14:47.379> "Oh<00:14:47.509> my<00:14:47.785> God,<00:14:48.110> this<00:14:48.305> is<00:14:48.387> so<00:14:48.533> embarrassing."<00:14:49.638> I'm<00:14:49.767> like,<00:14:49.927> how<00:14:50.008> am<00:14:50.184> I<00:14:50.264> going<00:14:50.361> to<00:14:50.425> ever<00:14:50.666> do<00:14:50.890> this?

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I<00:14:51.147> went<00:14:51.372> back<00:14:51.725> and<00:14:52.254> reworked<00:14:52.672> the<00:14:52.816> plan<00:14:53.153> with<00:14:53.298> the<00:14:53.394> team<00:14:53.699> all<00:14:53.875> around<00:14:54.100> the<00:14:54.196> world.

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We<00:14:54.582> came<00:14:54.758> back<00:14:55.079> with<00:14:55.304> a<00:14:55.320> list<00:14:55.561> of<00:14:55.641> 6<00:14:56.026> things<00:14:56.764> that<00:14:57.150> delivered<00:14:57.631> on<00:14:57.711> that<00:14:57.888> goal.

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And<00:14:58.434> when<00:14:58.594> I—<00:14:59.156> last<00:14:59.364> time<00:14:59.493> I<00:14:59.573> checked,<00:14:59.894> we<00:15:00.151> were<00:15:00.440> at<00:15:00.680> 106%<00:15:01.579> of<00:15:01.676> plan.

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So<00:15:03.345> the<00:15:03.489> big<00:15:03.730> learning<00:15:04.067> for<00:15:04.179> me<00:15:04.452> on<00:15:04.548> that<00:15:04.950> was<00:15:05.977> you<00:15:06.073> can't<00:15:06.587> do<00:15:06.860> everything.

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You<00:15:07.518> can<00:15:07.662> only<00:15:07.983> do<00:15:08.160> a<00:15:08.256> few<00:15:08.561> things<00:15:08.962> in<00:15:09.106> an<00:15:09.203> organization<00:15:10.069> and<00:15:10.406> you<00:15:10.631> can<00:15:11.048> do<00:15:11.289> it<00:15:11.434> at<00:15:11.546> scale.

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So<00:15:13.055> bigger<00:15:13.311> numbers,<00:15:14.178> bigger<00:15:14.499> impact.

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Fewer<00:15:15.944> things.

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That<00:15:16.811> was<00:15:17.068> one<00:15:17.148> of<00:15:17.244> the<00:15:17.373> big<00:15:17.533> takeaways<00:15:18.095> for<00:15:18.272> me<00:15:18.513> at<00:15:18.818> eBay.

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It<00:15:19.235> was<00:15:19.396> an<00:15:19.460> important<00:15:19.862> learning.

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What's<00:15:20.761> the<00:15:21.307> economic<00:15:21.788> outlook<00:15:22.126> been<00:15:22.350> like<00:15:22.591> for<00:15:22.752> you?

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I<00:15:23.009> mean,<00:15:23.250> given<00:15:23.474> that<00:15:23.635> you're<00:15:23.812> in,<00:15:24.679> you<00:15:24.775> know,<00:15:25.016> all<00:15:25.096> these,<00:15:25.401> all<00:15:25.433> these<00:15:25.642> various<00:15:25.979> countries<00:15:26.541> and<00:15:26.605> we<00:15:26.702> have<00:15:26.862> weird<00:15:27.103> trade<00:15:27.489> deals<00:15:27.810> all<00:15:27.842> the<00:15:27.970> time<00:15:28.324> and<00:15:28.452> tariffs,<00:15:29.110> and<00:15:29.656> there's<00:15:29.817> been<00:15:29.977> economic<00:15:30.475> uncertainty<00:15:30.957> since<00:15:31.262> COVID<00:15:31.663> up<00:15:31.760> and<00:15:31.840> down.

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How<00:15:32.851> have<00:15:33.044> you<00:15:33.124> thought<00:15:33.381> about<00:15:33.670> that?

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How<00:15:34.409> are<00:15:34.553> you<00:15:34.650> feeling<00:15:34.987> about<00:15:35.212> it<00:15:35.292> now?

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What<00:15:36.175> do<00:15:36.239> you<00:15:36.336> think<00:15:36.801> the<00:15:36.834> future<00:15:37.219> is<00:15:37.379> leading<00:15:37.701> to?

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Is<00:15:38.487> it—.

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Are<00:15:38.744> we<00:15:38.825> going<00:15:38.937> to<00:15:38.985> continue<00:15:39.387> to<00:15:39.451> have<00:15:39.547> some<00:15:39.724> uncertainty?

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Are<00:15:40.350> we<00:15:40.430> going<00:15:40.527> to<00:15:40.945> kind<00:15:41.218> of<00:15:41.251> like<00:15:41.460> flatline<00:15:42.105> and<00:15:42.185> have<00:15:42.346> a<00:15:42.443> little<00:15:42.669> bit<00:15:42.765> of<00:15:42.798> certainty?

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How<00:15:43.313> are<00:15:43.426> you<00:15:43.571> thinking<00:15:43.829> about<00:15:44.071> it?

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I<00:15:44.844> think<00:15:45.005> that<00:15:45.102> we're<00:15:45.263> going<00:15:45.521> to<00:15:45.730> have,<00:15:46.456> um,<00:15:47.439> I<00:15:47.519> think<00:15:47.745> that<00:15:47.825> we're<00:15:47.938> gonna<00:15:48.148> have<00:15:48.486> more<00:15:48.824> certainty.

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I<00:15:49.832> think<00:15:50.139> that,<00:15:50.543> um,<00:15:50.946> there's<00:15:51.188> always<00:15:51.317> going<00:15:51.479> to<00:15:51.543> be<00:15:51.624> this<00:15:51.915> unpredictable—<00:15:52.415> I<00:15:52.560> think<00:15:52.657> we're<00:15:52.883> at<00:15:53.093> a<00:15:53.125> very,<00:15:53.383> very,<00:15:54.416> uh,<00:15:55.304> influential<00:15:55.804> period<00:15:56.111> of<00:15:56.143> time<00:15:56.450> right<00:15:56.676> now<00:15:57.160> with<00:15:57.338> a<00:15:57.418> lot<00:15:57.660> of<00:15:58.129> crosscurrents.

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But<00:15:59.113> yeah,<00:15:59.580> I,<00:15:59.838> I,<00:16:00.305> um,<00:16:02.254> I<00:16:02.334> think<00:16:02.721> that<00:16:02.963> the<00:16:02.995> trade<00:16:03.462> stuff<00:16:03.849> is,<00:16:04.122> is<00:16:04.267> settling<00:16:04.654> out<00:16:04.896> here<00:16:05.057> as<00:16:05.153> you're<00:16:05.250> seeing.

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I<00:16:05.717> think<00:16:05.878> that<00:16:06.136> in<00:16:06.200> the<00:16:06.281> next<00:16:06.845> 60<00:16:07.167> to<00:16:07.264> 90<00:16:07.586> days<00:16:08.348> it's<00:16:08.476> going<00:16:08.557> to<00:16:08.589> settle<00:16:08.893> out.

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And<00:16:10.240> you're<00:16:10.400> already<00:16:10.721> kind<00:16:10.881> of<00:16:10.913> seeing<00:16:11.202> some<00:16:11.362> animal<00:16:11.618> spirits<00:16:12.003> coming<00:16:12.195> back<00:16:12.564> into<00:16:12.740> the<00:16:12.805> market.

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We're<00:16:13.718> seeing<00:16:14.087> companies<00:16:14.744> leaning<00:16:15.065> in<00:16:16.187> and<00:16:16.331> looking<00:16:16.572> for<00:16:16.732> global<00:16:17.053> growth.

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So<00:16:18.672> I<00:16:18.768> feel<00:16:19.056> very<00:16:19.313> bullish<00:16:19.714> about<00:16:20.098> the<00:16:20.178> economy<00:16:21.381> now<00:16:21.717> and<00:16:21.878> going<00:16:22.759> forward.

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Global<00:16:24.507> trade<00:16:25.228> is<00:16:25.869> massive<00:16:26.510> and<00:16:26.591> will<00:16:26.767> continue<00:16:27.232> to<00:16:27.328> be<00:16:27.408> massive<00:16:28.194> and<00:16:28.370> to<00:16:28.514> grow.

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And<00:16:29.075> I<00:16:29.155> think<00:16:29.716> getting<00:16:29.957> a<00:16:29.973> lot<00:16:30.149> of<00:16:30.229> that<00:16:30.518> noise<00:16:30.855> behind<00:16:31.335> us<00:16:32.634> is<00:16:32.778> going<00:16:33.259> to<00:16:33.483> unlock<00:16:34.365> a<00:16:34.622> lot<00:16:34.846> of<00:16:34.942> growth<00:16:35.070> here<00:16:35.119> over<00:16:35.648> the<00:16:35.680> next<00:16:36.144> 12<00:16:36.369> to<00:16:36.417> 24<00:16:36.786> months.

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Finally,<00:16:38.068> we<00:16:38.293> end<00:16:38.533> every<00:16:38.870> interview<00:16:39.270> with<00:16:39.431> the<00:16:39.495> same<00:16:40.040> question,<00:16:40.540> and<00:16:40.541> that<00:16:40.760> is,<00:16:41.300> at<00:16:41.301> CEO.com,<00:16:42.020> we<00:16:42.021> believe<00:16:42.360> the<00:16:42.500> chances<00:16:42.820> one<00:16:43.160> gives<00:16:43.720> is<00:16:44.100> just<00:16:44.340> as<00:16:44.520> important<00:16:44.720> as<00:16:44.920> the<00:16:45.020> chances<00:16:45.260> one<00:16:45.540> takes.

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When<00:16:46.640> you<00:16:46.840> hear<00:16:47.100> that,<00:16:47.420> who<00:16:47.500> gave<00:16:47.660> you<00:16:47.860> a<00:16:47.980> chance<00:16:48.140> to<00:16:48.300> get<00:16:48.400> you<00:16:48.540> to<00:16:48.660> where<00:16:48.780> you<00:16:48.900> are<00:16:49.080> today?

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Oh,<00:16:50.120> that's<00:16:50.340> easy.

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A<00:16:51.300> gentleman<00:16:51.440> by<00:16:51.680> the<00:16:51.681> name<00:16:51.860> of<00:16:52.000> Terry<00:16:52.200> Barr<00:16:52.400> Sr.<00:16:53.180> You<00:16:53.220> know,<00:16:53.380> when<00:16:53.520> I<00:16:53.600> was<00:16:54.540> 25<00:16:55.500> years<00:16:55.920> old,<00:16:56.280> I<00:16:56.320> went<00:16:56.560> in<00:16:57.460> with<00:16:58.360> this<00:16:58.600> crazy<00:16:58.960> idea<00:16:59.300> to<00:16:59.460> start<00:16:59.720> up<00:16:59.880> this<00:17:00.060> company.

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And<00:17:00.780> I<00:17:01.180> remember<00:17:01.440> now,<00:17:01.740> now<00:17:01.900> I<00:17:02.000> know<00:17:02.180> what<00:17:02.300> the<00:17:02.380> look<00:17:02.560> on<00:17:02.720> his<00:17:02.920> face<00:17:03.200> was<00:17:03.540> when<00:17:03.680> I<00:17:03.800> was<00:17:04.000> laying<00:17:04.420> this<00:17:04.700> out<00:17:04.840> for<00:17:05.000> him.

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Like,<00:17:05.320> oh<00:17:05.720> my<00:17:05.721> God,<00:17:05.880> okay,<00:17:06.300> I'm<00:17:06.600> going<00:17:06.680> to<00:17:06.681> listen<00:17:06.940> to<00:17:07.100> this<00:17:07.260> kid.

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Let's<00:17:07.720> see<00:17:07.860> what<00:17:07.920> he's<00:17:08.060> got<00:17:08.220> to<00:17:09.010> And<00:17:09.560> I<00:17:10.400> gave<00:17:10.580> this<00:17:10.800> pitch<00:17:11.120> and<00:17:11.540> I<00:17:12.140> said,<00:17:12.380> yeah,<00:17:12.480> so<00:17:12.640> this<00:17:12.780> is<00:17:13.000> a<00:17:13.160> company.

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I<00:17:13.620> think<00:17:13.800> what<00:17:14.040> we'll<00:17:14.220> do<00:17:14.340> here<00:17:14.600> is<00:17:14.840> I'll<00:17:15.540> put<00:17:15.680> in<00:17:15.860> the<00:17:16.000> sweat<00:17:16.180> equity<00:17:16.520> and<00:17:16.940> you<00:17:17.200> put<00:17:17.360> in<00:17:17.540> the<00:17:17.620> capital<00:17:18.100> and<00:17:18.460> we'll<00:17:18.720> be<00:17:18.880> partners.

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And<00:17:19.481> he<00:17:19.560> said,<00:17:20.500> Brian,<00:17:20.740> I<00:17:20.780> don't<00:17:20.900> know<00:17:21.120> what<00:17:21.500> sweat<00:17:21.780> equity<00:17:22.080> is,<00:17:22.380> but<00:17:22.400> I<00:17:22.480> know<00:17:22.640> what<00:17:22.800> equity<00:17:23.040> is<00:17:23.260> and<00:17:23.360> capital<00:17:23.660> is.

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So<00:17:24.320> I'll<00:17:24.639> match<00:17:24.820> you<00:17:25.040> dollar<00:17:25.220> for<00:17:25.400> dollar.

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And<00:17:26.580> that's<00:17:27.060> what<00:17:27.500> we<00:17:27.620> did.

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He<00:17:28.680> didn't<00:17:29.620> have<00:17:29.900> to,<00:17:30.160> he<00:17:30.161> could<00:17:30.320> have<00:17:30.660> kicked<00:17:30.680> me<00:17:30.800> out<00:17:30.980> of<00:17:31.000> that<00:17:31.140> office,<00:17:31.960> but<00:17:32.780> he<00:17:32.940> didn't.

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He<00:17:34.080> gave<00:17:34.280> me<00:17:34.460> a<00:17:34.560> chance.

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Maybe<00:17:35.020> he<00:17:35.260> saw<00:17:35.280> something,<00:17:35.720> I<00:17:35.780> don't<00:17:35.880> know.

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But<00:17:36.200> that<00:17:36.380> really<00:17:36.600> kicked<00:17:36.860> off<00:17:37.140> my<00:17:38.575> my<00:17:38.960> entrepreneurial<00:17:40.502> career.

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And<00:17:41.545> I,<00:17:42.493> you<00:17:42.894> know,<00:17:43.215> I<00:17:43.231> don't<00:17:43.376> think<00:17:43.488> I<00:17:44.098> could<00:17:44.211> have<00:17:44.291> done<00:17:44.435> it<00:17:44.516> without<00:17:44.757> him.

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That's<00:17:45.720> incredible.

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Brian,<00:17:46.924> thank<00:17:47.149> you<00:17:47.181> so<00:17:47.310> much<00:17:47.470> for<00:17:47.550> joining<00:17:47.872> us,<00:17:48.032> man.

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You've<00:17:48.305> had<00:17:48.450> an<00:17:48.530> incredible<00:17:48.931> career.

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What<00:17:49.574> an<00:17:49.638> incredible<00:17:50.055> company<00:17:50.441> you're<00:17:50.601> running.

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Thanks<00:17:51.629> for<00:17:51.677> everything<00:17:52.046> you<00:17:52.127> do.

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Seriously,<00:17:52.945> thanks<00:17:53.186> for<00:17:53.267> coming<00:17:53.491> on.

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It's<00:17:54.390> my<00:17:54.551> pleasure.

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It<00:17:54.856> was<00:17:54.952> great<00:17:55.113> talking<00:17:55.354> with<00:17:55.498> you,<00:17:55.579> Clint.

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Appreciate<00:17:56.414> it,<00:17:56.478> man.

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Loving<00:18:09.973> you<00:18:10.362> makes<00:18:10.702> the<00:18:11.106> stars<00:18:11.576> shine<00:18:13.049> brighter.

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Yeah.