Kyle McSlarrow

2019 Kyle McSlarrow

Executive Committee

Senior Vice President, TPX Business Planning and Development
Comcast Cable

Kyle McSlarrow serves as Senior Vice President, Customer Experience Automated Operations (CXAO) and leads a team that executes high-value strategic enterprise programs that are core to the customer experience.

Previously, Kyle served as Senior Vice President, Customer Experience Operations where he oversaw customer experience strategy and journey design, including Comcast’s implementation of the Net Promoter System (NPS) and its work practices. Prior to that role, he served as Senior Vice President of the Washington Region from 2015-2017 and the Mountain Region from 2012-2015.

Kyle joined Comcast in April 2011, leading Comcast’s office in Washington, D.C. Before joining Comcast, Kyle spent six years as President and CEO of the National Cable & Telecommunications Association (NCTA). He also served as the Deputy Secretary of the U.S. Department of Energy and held positions as Vice President of Political and Government Affairs for Grassroots.com, National Chairman for the Quayle 2000 Presidential Campaign, Chief of Staff for U.S. Senator Paul Coverdell and Deputy Chief of Staff and Chief Counsel for Senate Majority Leaders Bob Dole and Trent Lott. He also served as an associate with the law firm of Hunton & Williams and as a Captain in the U.S. Army in the Secretary of the Army’s office as Assistant to the General Counsel of the Army.

In 2019, The Cable Center inducted Kyle as a member of its Cable Hall of Fame. Kyle earned degrees from Cornell University and the University of Virginia School of Law.

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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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