Drew Neisser, who has interviewed over 200 CMOs and I discuss the evolving role of the CMO, and the expanding "hybrid CMO" taking on operational responsibility and expanding to influence the overall customer experience.

Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another. Our conversation charts Brad's path from consultant to Bain, to Starwood hotels and his groundbreaking work at Peloton.

Claudiu is a perennial customer experience leader. Accessing his 'right brain/left brain' skills so necessary for this role, he calls upon his background at Gallup, healthcare and his operational roles to lead customer experience as a transformation. This is a distinction that we see in leaders who have successfully led operations along their path to leading global customer experience change management - and it greatly impacts the success of the work and the role.

In 2015, Belmont Stakes was awarded the prestigious Street and Smith's Sports Business Journal's "Sports Event of the Year" beating out such hallowed events as Super Bowl 50. In my conversation Sr. VP & Chief Experience Officer for The New York Racing Association tells us how they did the work to get there ...and beyond.

How do you define the chief customer officer role and lay a framework for your success in the role? 5-year CCO Milista Anderson of FIS Global, the world's largest provider of financial solutions joins me to answer these questions.

Lexi Reese joins me today on the C-Suite network where we discuss her career trajectory from Chief Customer Experience Officer to Chief Operating Officer in Tech. We discuss her guiding principles for CX leadership and the three skills required to be successful in this role and work.

Tabitha Dunn is a perennial customer experience leader, who developed her passion for this work on the fundamentals of process and quality at the master of the genre at the time, Xerox.

This week, in response to so many people asking me to weigh in on the United Airlines incident, I've enlisted my friend and colleague Diane Magers to have a discussion with me to look backwards and assess/discuss what's gone on to date.

Anne Herman is the Chief Customer Officer for MSA - the Safety Company, the world's largest manufacturer and distributor of safety equipment. Anne began her career as an engineer, moving to global quality and operations. In her role, Anne not only leads the customer experience transformation for MSA, but she also holds responsibility for running the Quality, delivery and support operations for MSA globally.

Brian Andrews is a pioneer in the implementation of NPS - the Net Promoter System™. We talk about his journey in figuring out exactly what it was - well before Fred Reichheld wrote his ground-breaking book. And the critical factors in embedding this approach not as survey-score chasing, but business transformation.