John Rigas

Founder and former CEO, Adelphia Communications, 2001 Cable Hall of Fame

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We have find ways…of increasing channel capacity so customers get as much choice as possible. Choice is what this business is all about. The more choice a customer has, the better we are doing our job.

John Rigas is the founder and former chairman, CEO and president of Adelphia Communications Corporation. He was also president of each of the corporation’s subsidiaries. Rigas started his first cable system in 1952 in Coudersport, PA., when there were only 60 cable systems in operation across the nation. Four years later, he managed the construction of his second cable system in his hometown of Wellsville, NY. The franchise for this system had been acquired in partnership with his brother, Gus; hence the name “Adelphia,” the Greek word for “brothers.”

From these beginnings, the company steadily acquired cable systems in communities throughout Western Pennsylvania and New York. In 1972, he incorporated his holdings into Adelphia Communications Corporation.

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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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