Peter Lilly

2019 Peter Lilly

Senior Vice President - Operations, Experience, Process, and Design
Cox Communications, Inc

Peter Lilly is senior vice president of operations, experience, process, and design for Cox Communications, where he is responsible for overseeing the Cox Customer Care Centers of Excellence (CO Es), outsource call center paitners and Cox Business Customer Care operations. He also leads Customer Care's strategy for Cox. Additionally, Peter oversees the advancement and implementation of Cox's Customer Cai·e suppo1t functions such as social media, live chat/email channels, call center analytics and customer advocacy to ensure there is a focus on delivering the best customer experience possible to align with the company's commitment to connect customers to the people and things they care about most.

Peter is a 20-year veteran of the telecommunications industry. Before his current role, he served as vice president of customer care for Cox's California operations. Peter also served as vice president of customer operations in California, where he was responsible for leading the Orange County, Palos Verdes and Santa Barbara field and care strategy and operations.

Peter joined Cox in 2000, managing a team who suppo1ted customers across the country who had what was then a new product, Cox High-Speed Internet. He then became Director of the North San Diego County operations team, creating operational efficiencies before leaving the company to join Comcast as a senior director of Customer Care. Peter rejoined Cox in 2008.

Peter resides in Atlanta along with his wife, Ruth. He and Ruth have a son, Zach, who is working on his Masters degree in Political Science at the University of Chicago and a daughter, Paige, who is a first grade teacher in Washington State.

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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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