Edward Allen

Former Chairman and CEO, Western Communications, 2002 Cable Hall of Fame


They (customers) thought literally it was a miracle that we could deliver eight channels. I remember we charged $5 a month, mainly because we didn’t know what else to charge. As people would come in to pay their bills each month, they would lay that $5 down on the counter and they’d say, ‘That’s the best $5 I spend every month.’

Elected to the Hall of Fame posthumously, Allen began his career in the cable industry in 1958 as general manager of the cable system in Winona, MN, one of the first cable systems in the state. He became a well-known figure in the cable industry, building two of the nation’s first broadband cable systems in Minnesota and Wisconsin. He served for 21 years as chairman and CEO of Western Communications, Inc. and is known in the cable industry for advocating on behalf of the cable customer and delivering excellent service in his cable systems.

Before entering the cable television industry, Allen served in the United States Army Air Corps in World War II and attended St. Mary’s College in Winona, Minnesota.  Allen joined the staff of radio station KWNO in Winona in 1952 as a radio time salesman,  Two years later, he was appointed General Manager of the station and held this position until 1958.

Allen was the founder and served as the first president of the North Central Cable Television Association, and served as chairman of both NCTA and C-SPAN. He received numerous industry awards and honors, including the California Cable Television Association Award in 1982, NCTA’s President’s Award in 1985 and 1992 and the Cable Television Business Magazine Executive of the Year Award in 1984 and 1990.

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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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