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Chief Customer Officer Forum Board Members

The Chief Customer Officer Forum is governed by an elected 5 member Board of Directors. The Board is responsible for approving applications for membership and for approving the theme, structure and presenters for each meeting. Board members are elected for a term of two years.

Through the board, the members keep control over the strategic direction of the Forum as well as ensuring that the individual meetings focus on areas of most interest to the membership.

Board Member: Barrie Brumby

Barrie Brumby was elected to the CCO Forum Board in May 2007

As Manager Customer Services for Aurora Energy, Barrie reports to the General Manager Retail. His portfolio of responsibilities includes all end-to-end customer operations (residential, commercial and industrial) including all aspects of:

Customer service centre management
Billing and receipting
Credit and collections

Board Member: Michelle Cox

Michelle Cox was elected to the CCO Forum Board in May 2007 Michelle is General Manager (Head of Business) MBF Alliances, the 9th largest private health insurer in Australia, which is based in Adelaide, South Australia. It is a subsidiary company of the MBF Group and along with MBF Australia forms the PHI division of the Groups business. In addition she is also General Manager of the Groups PHI Operations, which services in excess of 2 million customers.

Board Member: Dayle Grant

Dayle Grant was elected to the CCO Forum Board in May 2007

Dayle has held the position of Group Manager Contact Centres at ENERGEX since June 2005. She has accountability for ensuring customer engagement strategies throughout the group and as a part of the wider Customer Services Division to drive customer centric culture throughout ENERGEX.

Board Member: Andrew Hume

Andrew Hume was elected to the CCO Forum Board in May 2005

Andrew joined SalesForce in July 1999 upon completion of an MBA from Melbourne Business School and is now its Chief Operating Officer

Andrew has been the architect of the SalesForce strategic direction that has led to maximised ROI, the implementation of best-practice, integrated business systems designed to deliver operational excellence, business growth strategies, and the development of environments in which human potential can be nurtured and enhanced.

Board Member: Vicki Shields

Vicki Shields was elected to the CCO Forum Board in May 2005

Vicki is the Principal of her own consulting business - Vicki Shields Consulting - that is focused on the customer experience. She consults for a range of organisations both globally and domestically

Prior to this she was the General Manager for Customer Contact & Engagement at Coles Myer and was responsible for Customer Engagement initiatives for the Group to ensure Coles Myer’s continued focus on our customers. Vicki also led the Contact Centre Project, which focuses on delivering consolidated CML-wide Contact Centre Services.

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