Robert J. Miron

Chairman and CEO, Advance/Newhouse Communications, 2001 Cable Hall of Fame

mironBob

We are pleased to be assuming oversight of the day-to-day management of these fine cable systems. With their strong management teams and dedicated employees, we look forward to providing our customers a great video and data experience and a very high level of customer service and support. At the same time, our customers will benefit from the continued cable partnership with Time Warner Cable through the rollout of multiple ISPs, video-on-demand and other advanced services.

Bob Miron is an example of quiet but effective leadership, often working behind the scenes. Beginning his career at Advance/Newhouse right after college, his fresh vision and forward thinking left a legacy on the industry. He solidified the multi-system operator (MSO) group that backed Discovery Channel founder John Hendricks and marshaled in the microwave system that allowed HBO to develop in pre-satellite days. As two-time NCTA chairman, Miron was committed to responsible programming and took the lead on the TV ratings system, funding C-SPAN and providing leadership through Cable in the Classroom and the High-Speed Education Connection.

Miron was a board member as well as chairman of the NCTA during the difficult years preceding the passage of the 1992 Cable Act and was an advocate of moderation in rate hikes and aggressiveness in customer service standards that played a major role in improving the industry’s public image. He has also contributed his talents and experiences to many industry organizations, including the Walter Kaitz Foundation and Cable in the Classroom and has been active in a number of charitable organizations. Miron added to his record of industry service by becoming the first industry leader to be elected to two non-consecutive terms as chairman of the Board of Directors of NCTA.

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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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