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Brian Lamb - 2013 Bresnan Award Honoree

Brian Lamb

Executive Chairman
C-SPAN Networks

Brian Lamb is Executive Chairman of C-SPAN Networks and has been a part of the public affairs channel since he helped the cable industry launch it 34 years ago.

In the 1970’s, Lamb covered telecommunications issues as Washington bureau chief for Cablevision Magazine. It was from this vantage point that C-SPAN took shape. Congress was about to televise its proceedings; the cable industry was looking for programming to deliver to its customers by satellite. Lamb brought these two ideas together with C-SPAN, which launched with the first televised House of Representatives debate on March 19, 1979.

Lamb has been a regular on-air presence at C-SPAN and has interviewed Presidents Nixon, Ford, Carter, Reagan, George H.W. Bush, Clinton, George W. Bush and Barack Obama and many world leaders including Margaret Thatcher and Mikhail Gorbachev.

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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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