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Board Member: Vicki Shields Print E-mail
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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.

 

Before joining Coles Myer, Vicki was with the ANZ Bank for 30 years, most recently as the Head of Australian Call Centres. Vicki has had extensive experience in the Financial Services holding a variety of senior roles within ANZ.

Vicki has an MBA from Victoria University, Wellington New Zealand and is a fellow of the Institute of Insurance and Finance.

Vicki is a member of the Genesys Global Advisory Board, a founding member of the Chief Customer Officer Forum, and a board member with Ronald McDonald House, Monash.

Expertise 

Vicki’s key areas of expertise are in the areas of:

  • Customer Service Excellence
  • Best Practice Approaches
  • Cultural Transformation