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:
VP, Customer Service and CCO of Arizona Public Service Company
Stacy joined APS in 1989, and most recently served as general manager of regulatory and compliance where she was responsible for regulatory affairs related to policy development, rates, pricing and revenue requirements. She previously worked for APS Energy Services, where she was responsible for government and regulatory affairs in California, Texas, Nevada and Oregon.
Stacy's current responsibilities include leadership of statewide customer service operations, marketing, community relations and economic development.
President & Founder of CCO Council
The first to promote the role of chief customer officer (CCO) as catalyst for competitive advantage, Curtis is recognized as the world’s foremost authority on CCOs. He is founder and Executive Director of the Chief Customer Officer Council™ and creator of the CCO Roadmap and the Customer Centricity Maturity Model: groundbreaking, proprietary works that assist companies achieve customer centric culture and revenue growth. Curtis is a champion of customer engagement as a critical growth engine and first to identify engagement as the next evolutionary step beyond loyalty. An international speaker, author, and consultant, Curtis is passionate about creating powerful customer strategies and trusted for his business acumen, actionable insights, and commitment to measurable business results.
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.
SVP & Chief Customer Officer of Puget Sound Energy (PSE)
Phil Bussey is Senior Vice President and Chief Customer Officer for Puget Sound Energy, Washington state’s oldest local utility. His responsibilities include leadership of PSE’s customer solutions, corporate affairs, federal government relations and state government relations activities. With more than 25 years experience in building and maintaining strong partnerships with community, government and consumer leaders, Phil will be in charge of driving customer-focused strategies at PSE.
Phil joined PSE in March 2012 from the Seattle Metro Chamber where he served for three years as president and CEO of the regional business association that represents more than 2,200 companies throughout the Seattle metropolitan area. Previously, from 2003 to 2009, he served at PSE as senior vice president of corporate affairs. Prior to that, Phil was president of the Washington Roundtable, a public policy and advocacy group composed of chief executive officers of major companies throughout the state.
Phil is a graduate of Brigham Young 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.
Chief Customer Officer of The Boston Globe
Peter Doucette, Vice President of Consumer Sales & Marketing at The Boston Globe, manages the transition of newspaper readers from print to digital consumption. He is charged with building the new media business model, monetizing readers across a variety of products and platforms, consumer strategy, research, analytics, retail sales, distribution and customer experience. Prior to his tenure at The Globe, Peter worked in a variety of capacities in the travel and insurance industries. He is a graduate of the University of Notre Dame and a Sulzberger media fellow from Columbia University.
Managing Director, Marketing of TD Ameritrade
Christopher Kienle is Managing Director for TD Ameritrade’s Marketing. He leads public Web & Mobile Platforms, Content Marketing, Client Communications, and in-house agency relations. Prior to this he directed digital platforms and experience design.
Chris has an extensive financial services background dating back to 1996, with specific expertise in user-centered design, marketing, technology, and digital platform transformation. He is a passionate believer in the “one team” approach to management, a philosophy that values passion, collaboration, accountability, and transparency in delivering world class experiences for all of TD Ameritrade’s clients and prospects. Chris received his B.A. in English from Rutgers University.
Head of Player Experience of Riot Games
Steve reports directly to the CEO of Riot Games and while his official title is Head of Player Experience, 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.
VP Strategic Market Solutions of Pursuant
Hilary began her tenure as a research analyst, followed by a variety of roles in fundraising and marketing. Hilary has 15 years of experience in the non-profit sector having consulted on projects nationally and internationally with National Geographic, the Nature Conservancy, the National Park Service and the US Agency for International Development. Hilary has a bachelor degree in Anthropology from UC Santa Barbara and masters degrees from both San Francisco State and the George Washington University School of Business.
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 Experience Officer of AIG
An accomplished senior executive with extensive P&L and operational responsibility, Donna is also a versatile strategist who combines her keen market sense and strong orientation in top line growth and negotiations with her experience, entrepreneurial spirit, business acumen and an intense focus on the customer to transform innovative ideas into profits. A master communicator, Donna works to define business objectives and articulate the corporate vision in a way that inspires imagination and compels action throughout the organization. Whether managing cost, influencing the top line or creating vibrant and productive partnerships, her focus is on blending business strategy with creativity – touching the heart and moving the mind – to achieve true paradigm shifts, sustainable change and the achievement of overall business objectives. Before joining AIG, Donna held various leadership positions at AGL Resources, Optimum Energy Sources, Peachtree Natural Gas, Shell Energy, Lennox Industries and United Guaranty. Donna founded Motivated, Inc., a contract sales and sales training company, in 1996. She earned a degree in Management from Troy University and is now based in Atlanta and New York.
VP, Corporate Affairs of Puget Sound Energy (PSE)
Andy Wappler is vice president, Corporate Affairs for Puget Sound Energy. He leads the company's communications, customer & community engagement, and strategic business intelligence teams. His groups are charged with coordinating customer/community outreach, enhancing our data capability, developing our customer service platform, and generating internal customer communications.
Wappler is also the chairman and president of the Puget Sound Energy Foundation, dedicated to promoting safety and emergency preparedness within PSE's service territory.
Wappler has a Master of Science degree in Journalism from the Medill School at Northwestern University and a Bachelor of Arts degree with Honors in English from the University of Washington.