Robert L. Johnson

Founder, Chairman & CEO, Black Entertainment TV, 2004 Cable Hall of Fame

johnsonRobert

I recognized that as an African-American, I had to seek out opportunities in areas where African-Americans had not yet gone and cable was one of those.

What began as an early and modest effort by Bob Johnson to move racial and ethnic diversity into television programming, turned into an empire of the cable industry.

Mr. Johnson struck a chord with African-Americans and moved advertising appeals into sophisticated treatments of African-Americans’ needs and wants. The core BET Network has pioneered an entire genre in television, with its 24-hour programming that targets African-American consumers that now reaches more than 65 million US homes and more than 90% of all Black cable households. That same groundbreaking strategy has evolved into leading-edge digital cable technology with other BET channels such as BET On Jazz: The Jazz Channel, BET International, BET Classic Soul, BET Hip-Hop and BET Gospel. In 1998, Johnson established BET Pictures and BET Arabesque Films to produce and market African-American themed film releases, documentaries and made for TV movies. BET has also leveraged its brand identity into new businesses outside the cable industry with direst ownership of BET Arabesque Books, the only line of original African-American romance novels written by African-American authors. Other BET ventures include BET Interactive.

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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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