Paul S. Maxwell

CEO, Media Business Corporation, 2004 Cable Hall of Fame

maxwellPaul

I started something called CableFax, a daily (cable) news publication delivered by facsimile machines. In 89, you’d be surprised; not every office had one.

Paul S. Maxwell has been chronicling and commenting on and to the cable industry since 1969 – something he continues to do for CableFAX Daily and CableWORLD. Currently, CEO of Media Business Corp, a database, research and publishing company, Maxwell has been involved with most of the industry’s publications including CATV Newsweekly, TV & Communications, CED, Communications Technology, CableWORLD, The Bridge and, among the two or so dozen publications he has created which include, CableVision, Multichannel News and CableFAX Daily (the first ad-supported daily fax-delivered newsletter.)

Maxwell was a successful popular lyricist writing and performing in the early and mid 1960’s, and a decorated .US Army officer serving in Southeast Asia as a reporter for Stars & Stripes and a combat historian. He was the founding president of X*PRESS Information Services in the late 1980’s, a too-early-for-its time multiplexing of some 90 newswire services that distributed re-coded news and stock quotes to personal computers via satellite and cable systems. He is a founding member of CTAM; a co-founder and longtime board member of the Walter Kaitz Foundation; a Cable TV Pioneer and member of the Cable Pioneer Board of Directors; recipient of the SCTA’s R.E. Turner Innovator of the Year Award in 1998; and a recipient of the NCTA’s Vanguard Award in 2000. Maxwell studied theology at Southern Methodist University and journalism at the University of Colorado, while learning to ski.

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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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