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Amos B. Hostetter Jr. - 2016 Bresnan Award Honoree

Amos Hostetter

Chairman
Pilot House Associates, L.L.C.

Amos B. Hostetter, Jr. of Boston is Chairman, Pilot House Associates, L.L.C.; Co-founder, Former Chairman and Chief Executive Officer of Continental Cablevision, Inc.; Former Director of AT&T; Former Board Member and Chairman of the National Cable Television Association (NCTA); Founding Board Member and Former Chairman of C-SP AN and Cable in the Classroom; Former Board Member of the Corporation of Public Broadcasting (CPB). Children’s Television Workshop (CTW), the Nantucket Conservation Foundation and the Colonial Williamsburg Foundation; Recipient of the Harvard Business School Alumni Achievement Award; Inducted into the Cable Television Hall of Fame and Broadcasting magazine’s Hall of Fame for lifetime contribution to the Communications Industry.

Currently, Hostetter is Chair Emeritus of the Board of Trustees of WGBH and of Amherst College, Chair of Global Post, LLC and is a Trustee of the Museum of Fine Arts (Boston), the North Bennet Street School and Belmont Hill School. He is a Former Member of the Vestry of Trinity Church, Boston.

Mr. Hostetter received a B.A. from Amherst College and an M.B.A. from the Harvard Business School.

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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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