Pragash Pillai

Pragash Pillai, Board of Directors

Senior Advisor to the CEO
Altice USA

Pragash Pillai currently serves as Senior Advisor to the CEO for Altice USA.

Previously, Mr. Pillai served as Executive Vice President, Chief Technology and Information Officer. In this role, he oversaw technology and product development with a focus on expanding fiber broadband to more communities across the country and delivering a best-in-class experience through the Company’s portfolio of connectivity and entertainment services. Mr. Pillai also led all areas of construction, engineering, digital platforms, information technology, cybersecurity, and network operations.

Over the course of his tenure with Altice USA, Mr. Pillai has served in a variety of leadership positions across field operations, customer experience, digital transformation, and care and support organizations, including recently as Executive Vice President of Operations, and, prior to that, as Executive Vice President of Customer Experience and Regional Market Strategy, in which Mr. Pillai was responsible for managing the company’s operations strategy and local market expansion.

Prior to Altice acquiring Cablevision, he served as the Senior Vice President of Infrastructure Engineering for Cablevision, managing all aspects of end-to-end voice, video, data, and wireless service delivery infrastructure. He also was Senior Vice President of Engineering and Technology for Bresnan Communications, which was acquired by Cablevision in 2010. Before joining Bresnan, he served as Vice President of Advanced Engineering, Digital Video for Charter Communications.

Mr. Pillai has won numerous industry accolades and honors, including NAMIC’s “Next Generation Leader” Award and the CED Pace Setter Award for Converged Platform. He has also been recognized by Cablefax Magazine as the MSO Technology Innovator and has been featured on Cablefax’s 100 and Diversity lists. Mr. Pillai was also the recipient of the Broadcasting & Cable – SMPTE 2007 Next Generation Engineering Leadership Award. He serves on the board of The Cable Center and has served as an executive board member and treasurer for NAMIC.

Mr. Pillai has co-authored several industry articles on technology and operations, has participated in multiple industry technical panels and sessions, and was awarded patents for proactive network performance and power outage detection.

Mr. Pillai holds a master’s degree in Applied Science in Telecommunications from the University of Denver and a Bachelor of Science Degree in Electrical Engineering from the University of Missouri. In addition, he completed graduate work in Telecommunications Management at Washington University in St. Louis. Mr. Pillai is a graduate of the NAMIC Executive Leadership Development Program at Anderson School of Management at UCLA and completed the MIT Sloan Executive Program in Strategy and Innovation.

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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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