Robert M. Zitter

Ex-Vice President Technology Operations, HBO, 2006 Cable Hall of Fame

When I was hired at HBO, it was mainly a programming and marketing company, not a technology company, but HBO is supportive of finding technology innovation and using it to business advantage, and that’s made it a lot of fun.

Bob Zitter is executive vice president, Technology Operations, and chief technology officer, for Home Box Office. He is responsible for the company’s technology interest worldwide, overseeing distribution, origination, production operations and engineering. In addition, he oversees HBO’s new technology planning and was responsible for HBO’s pioneering introduction of digital compression technology in 1992, the development and launch of HBO HDTV in 1999, and the technology aspects of HBO on Demand. Zitter was also one of the founders of HBO’s businesses in Latin America, Asia and Europe.

Zitter joined HBO in l98l as director of Network Operations. In 1983 he was named vice president, Network Planning. In this post, he was responsible for overseeing the roll-out of HBO’s nationwide satellite scrambling program as well as acquiring the company’s satellite capacity. In 1984, he was named vice president of Network Operations responsible for the operation and implementation of HBO’s distribution and transmission facilities. Zitter became senior vice president of Technology Operations in 1991.

Before joining HBO, Zitter was a cable operator and broadcaster with Schurz Communications, Inc. based in the mid-west, and previously supervised network operations for ABC-TV in New York.

Zitter is a recipient of the NCTA’s Vanguard Award for outstanding leadership in science and technology. He is a director of The North American Broadcasters Association and serves on the Television Committee of the Consumer Electronics Association and the Technology Advisory Council for CTAM and The Cable Center. He is past president of the Maryland-Delaware Cable Association.

Zitter has a BA degree from Colgate University and an MBA from Frostburg State College in Maryland.

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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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