The real value of the CCO Council lies in the peer interaction. Nowhere else can you find a more powerful collection of executives who are all solving for the same customer-centric agenda, all willing to share their experiences, develop new practices, and champion the customer cause.
As evidenced by their commitment to learn from each other by joining this community of experts, the following are some of the most forward-thinking and respected Chief Customer Officers in the world.
Some of the more notable members include:
President & Founder of CCO Council
For more than 15 years Curtis has helped companies dramatically increase customer acquisition, retention, and customer profitability. He has spoken extensively about and published nearly 30 articles on chief customer officers and related topics. He is the author of the forthcoming book published by HRD Press, "The Key to Customer Strategy: The Rise of the Chief Customer Officer" that describes how a consistent and unified customer strategy can grow revenues, profit and loyalty.
Claire M. Burns
SVP, Customer Centricity of MetLife
Claire Burns is Senior Vice President and Chief Customer Officer for MetLife. In this role, Claire is responsible for MetLife’s customer centric strategy, leading the company’s shift from a product to a customer orientation. She was most recently the global integration leader for the integration of Alico into MetLife.
Prior to joining MetLife, Claire was Senior Vice President and Chief Strategy Officer for Alico, a $37 billion global subsidiary of AIG operating in 55 countries. In that role, Claire oversaw Alico’s global strategy, M&A, divestiture, strategic intelligence, investor relations and corporate communications functions. She played a lead role in the divestiture of Alico from AIG, helping the company evaluate and execute strategic options resulting in the eventual sale of Alico to MetLife.
Claire received her Master's in Business Administration from Yale University and earned a Bachelor of Arts in government and international relations from Wesleyan University.
Senior Vice President and Chief Customer Officer of Pacific Gas & Electric
An acknowledged expert in the utility industry, Helen is responsible for leading marketing, product development, sales and services, as well as all meter-to-cash operations, call centers, and field gas and electric service at PG&E. She also leads a $2.0 billion SmartMeter™ deployment as well as an extensive energy efficiency, solar, and demand response portfolio. Prior to joining PG&E, Helen served as Vice President for TXU Energy.
As an accomplished and visionary business leader, Helen is a sought-after speaker on customer service, marketing and quality assurance programs, both nationally and internationally. She has been a selected lecturer at the International Energy Marketing Forum, at the State of Victoria Quality Council conferences in Melbourne, Australia, and at various venues within the United States.
Helen holds a bachelor's degree in biology from Midwestern State University in Wichita Falls, Texas.
Chief Customer Officer of Teradata Corporation
Alan Chow returned to Teradata Corporation in April 2009 as chief customer officer, a newly created position reporting directly to Teradata President and Chief Executive Officer Mike Koehler.
In this role, Alan is a member of the Teradata leadership team, responsible for leveraging his extensive knowledge of Teradata’s technology, products, and services to enhance customer satisfaction. He was one of the original Teradata database engineers who pioneered the development, professional services, and customer support of what is now a multi-billion-dollar data warehouse market. During his 28-year tenure with Teradata and its former parent NCR Corporation, Alan served in successively higher-level technology-oriented positions, including Teradata's vice president of research and development.
Alan received a bachelor’s degree in computer science from the Massachusetts Institute of Technology and earned a master’s degree in computer science from UCLA. He also holds a master of business administration degree from Pepperdine University.
Senior Vice President and Chief Customer Officer of Oracle Global Customer Programs
Since joining Oracle in 1998, Jeb has held various consulting, sales, and corporate roles. He spent five years running Oracle’s Global Customer Programs before being named Chief Customer Officer in 2009.
Prior to Oracle, Jeb worked as an IT strategy and operations principal consultant at Gemini Consulting. Earlier in Jeb's career, he worked in various management positions in materials, subcontracts, and program management for General Dynamics and Loral Corporation.
Jeb graduated from San Diego State University, and received his MBA from the University of San Diego and the Clairemont Graduate School.
Jeb was named the CCO Council's Chief Customer Officer of the Year in 2009.
Vice President, Chief Customer Advocate of Nationwide Mutual Insurance Company
Jasmine has a distinguished career with Nationwide that began in the Claims organization. She previously served as associate vice president in the Office of the President for Nationwide Insurance Western Operations. She also served as a product director, as well as in various management roles within Claims in Tennessee, Kentucky, Michigan and Texas.
Jasmine holds a bachelor’s degree in accounting from The University of Memphis.
Executive Director, Customer Experience of Merck (Former)
Lacey Grey is a customer management executive with two decades of experience, which began with the origination of the chief customer officer's role at EarthLink. She has worked in all areas of customer management, from customer analytics, to loyalty, churn, voice of the customer, culture evolution, transformational change, and customer advocacy. In addition, she has managed large multi-national contact centers in her efforts to develop organic growth and to learn from the voice of the customer.
Most recently, Lacey managed Customer Experience for the U.S. at Merck, a large multinational pharmaceutical company. At Merck, Lacey focused on the management and coordination of a multi-channel experience and also cultural support for customer focus. Prior to joining Merck, she was the VP of Customer Retention at HomeBanc Mortgage, and led the development of Account Management at MFG.com, a global supply service for the B2B industry.
Lacey spent a decade studying customer interaction by managing advertising for large retail giants like Wal-Mart and McDonald's. She also developed P&L management and business case writing skill at Sprint. She says, "Customer-focused companies rarely find success without the ability to tie to the bottom line, at least in the short term. There has to be a balance between the business goals and customer needs."
Vice President and Chief Customer Officer of Arizona Public Service Company (APS)
Tammy joined Arizona Public Service Company in 1995. She previously served as General Manager of Marketing, Customer Service and Southern Arizona Operations. Her responsibilities include management of statewide customer service operations, including customer marketing, research, call center, credit and collections, customer offices, aps.com, remittance processing, billing and metering. In addition, Tammy oversees the company’s Corporate Communications and Community Development organizations.
Prior to joining APS, Tammy worked in a variety of marketing and management roles within the software industry including Educational Management Group and Jostens Learning Corporation. She began her career as a project manager for Whitbread & Co P.L. C. in London, England.
Tammy achieved her Bachelor of Science from the University of Colorado in Boulder and her MBA from the Wharton School at the University of Pennsylvania.
Tammy was named the CCO Council's Chief Customer Officer of the Year in 2010.
Director, Community Relations of Riot Games
Steve reports directly to the CEO of Riot Games and while his official title is Director, Community Relations it doesn't begin to describe his role which is much more like that of a CCO in a mid-size company. Steve began his career crafting top-notch player experiences at just 17 years of age when he founded the online community that supported Defense of the Ancients and its millions of players worldwide. Before joining Riot Games he worked on UX for Zappos.com. This pedigree helped Steve oversee the creation and growth of Riot’s Player Support, Web Content, Video Production, Usability, and Community teams during a period of rapid global expansion. Riot’s debut title, League of Legends, has since become the most played online game in the world with over 32 million active players each month. His work is instrumental in Riot’s ongoing mission to be the most player-focused game company in the world.
Global VP, Customer Experience & Continuous Improvement of NCR
George provides enterprise-wide leadership of NCR Corporation’s customer experience and operational excellence initiatives via the application of best-in-class improvement methods and technologies. He brings over 23 years of experience in driving top line growth through improvements in commercial and supply operations and through innovations in customer experience. George has had full P&L responsibility for commercial and supply operations across several industries, including life sciences, energy, electric utilities, logistics and transportation, and electronics. He has worked with organizations in various phases of maturity, from small, entrepreneurial companies with rapid growth to large established multi-national corporations to private equity-owned firms. Fully bilingual (English and Spanish) with extensive international experience, George’s education includes an engineering degree from Mississippi State University, an MBA from the University of Florida’s Warrington College of Business, and certification as a Lean Six Sigma Master Black Belt.
Chief Customer Officer of Infor Global Solutions
Peter has more than 20 years of experience in the enterprise software industry. In 2006, he joined Lawson as Marketing Director, Americas. The following year he was named VP, Worldwide Marketing Operations, a position he held for the next three years. In 2008, Peter established the Customer Experience Office and in 2009, he was named Chief Customer Officer. In 2011, Lawson began a merger with Infor, where Peter continued in his role of chief customer officer. The Lawson-Infor merger was officially completed in April of 2012 and today, Peter leads Infor's initiatives to enhance customer experience and loyalty. He is additionally responsible for building upon Infor's customer-centric culture. Prior to joining Lawson in 2006, Peter held management, product marketing and sales positions at enterprise software providers GEAC Enterprise Solutions and JBA International, PLC. Peter has a master's degree in history and politics from Edinburgh University, Scotland, and a postgraduate diploma in business administration from the Scottish Business School.
Chief Customer Officer of Savo Group
Brian Study is SAVO’s Chief Customer Officer. In this role, he works with SAVO’s clients and prospects to understand how SAVO fits in their business and technology architecture and helps ensure each client has access to SAVO’s best practices around our product and around Sales Enablement. In addition to Sales Enablement, Brian has extensive background in CRM technology integration, content management, portals, technology program management, and the organizational issues related to technology implementation. He has fifteen years of experience using information technology to help clients create and implement solutions that enable change and achieve results.