David R. Van Valkenburg

David Van Valkenburg

Executive Committee - Secretary/Treasurer

Balfour Associates, Inc.

David R. Van Valkenburg was born in Michigan in 1942 and graduated from Tecumseh High School in 1960. He earned a BA in Science Composite from Malone University in Canton, OH in 1964 and in 1966 completed a Master of Science degree in Radiation Biophysics from the University of Kansas. Van Valkenburg entered a Doctoral Study program at the University of Pittsburgh in 1967 and completed a MBA in Finance at Harvard University in 1969. He has been married to Doris (Bowers) Van Valkenburg for over 50 years.

Van Valkenburg's entrance into the cable industry was in 1973 when he worked for American TV and Communications, now Charter Communications Corporation. He has also worked for United Cable, Cox Cable Communication, Inc., Paragon Communications, Cablevision Industries, Inc., Multi-Vision Cable TV, US West's MediaOne Group, Inc., and TeleWest PLC in the United Kingdom.

Since retiring in 2000, Van Valkenburg has served on several public and private corporations’ Boards of Directors, including two Russian telecommunications companies. Also, he has served on the Boards of Directors of several nonprofit entities, including National Association of Corporate Directors – Colorado Chapter and the EPC Benefit Resources Inc., a wholly owned subsidiary of the Evangelical Presbyterian Church, of which he is an ordained Elder.

Van Valkenburg was inducted into the Cable TV Pioneers in 1994 and into the Cable Hall of Fame in 2014. During his career in cable telecommunications, Van Valkenburg served on the Boards of Directors and Executive Committee of the National Cable Telecommunications

Association and The Cable Center, and Boards of Directors and Chairman of the CTAM and the Kaitz Foundation.

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Gibbs Jones

C5 Emeritus
Owner (Spartanburg)

ARCpoint Labs

Gibbs is a customer experience executive with over 25 years of customer experience leadership and expertise in the design, optimization and implementation of customer contact operations. Gibbs has combined skill in the human and technology side of customer contact operations, including the procurement and installation of ACD equipment, workforce management and CRM systems. He has directed the start-up of multiple customer contact operations, with industry expertise in consumer electronics, communications, retail, manufacturing, financial services, banking, and direct sales.

Gibbs has over ten years experience in the Cable Industry. Most recently Gibbs was the Senior Vice President of Customer Experience for Suddenlink Communications. Gibbs worked with Suddenlink’s six regional senior vice presidents and the managers of its customer-contact call centers in Arizona, Missouri, North Carolina, Texas and West Virginia to measure and improve Customer Satisfaction through transactional and relationship Net Promoter Programs and JD Power Research Studies.

Gibbs was also responsible for the company’s social media strategy where he made sure Suddenlink was active in the major social networking channels and found new ways to improve customer loyalty in this space.

Currently Gibbs owns two ARCpoint Labs locations. ARCpoint is a leader in the B to C and B to B drug and alcohol testing industry. Additionally, Gibbs has a consulting practice that helps companies improve their customer experience.

Gibbs is a Certified Net Promoter® Associate and has been a speaker at various conferences and is frequently called upon to discuss considerations related to measuring and improving the customer experience, exceptional contact center management, and optimizing the employee experience.


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