John W. Goddard

Former President and CEO, Viacom Cable, 2004 Cable Hall of Fame

goddardJohn

While attending the University of California, I was involved in a partnership with Scot Bergren, Claude Cody and Dick Spight, and obtained the franchises and built the systems in Pinole and Crockett, California. These systems (became) part of Tele-Vue.

John Goddard was the former President and CEO of Viacom Cable, spending over twenty-five years with the company. He started in management positions in Viacom’s predecessor companies; Tele-Vue Systems, Inc. in 1966 and CBS in 1969. Mr. Goddard became Executive Vice President of Viacom Cable in 1978 and President and CEO from 1980

Mr. Goddard has served in numerous leadership positions in cable industry organizations: President and Director of the California Cable Television Association (CCTA), Chairman and Director of the National Cable Television Association (NCTA), Director and Chairman of the California Channel, and Chairman, Interim President and Trustee of the Walter Kaitz Foundation, and Director of C-SPAN and Cable in the Classroom. He currently serves as a Director of CableLabs and Chairman of its audit committee. He is also a member of the Cable Television Pioneers.

Mr. Goddard has previously served as a director of StarSight Telecast, Inc., ZDTV, Diva Systems Corp., Liberty Satellite and Technology, Inc. (and its predecessors: Primestar, Inc., and Tele-Communications Satellite and Technology, Inc.). He is currently a director of Bend Cable Communications, LLC and Cedar Point Communications.

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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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