Glenn Britt

President and CEO, Time Warner Cable, 2007 Cable Hall of Fame


Glenn A. Britt was named President and CEO of Time Warner Cable in February 2006 and has served as its chief executive since August 2001. He also serves on the Company’s Board of Directors. Britt has been the driving force behind the Company’s aggressive deployment of advanced video services, such as video-on-demand, high-definition television and digital video recorders. Britt has guided the continued growth and increased penetration of Time Warner Cable’s residential high-speed data product and has overseen the efforts of Road Runner Business Class, the Company’s commercial broadband service. He has also championed the launch and growth of Time Warner Cable Digital Phone, the Company’s VoIP service.

In addition to the continued and rapid deployment of advanced services, Britt has focused on creating a customer service-oriented organization as a way to maintain the edge on competition. He has also championed the cable industry’s efforts to work more closely with consumer electronics manufactures and other related groups to develop compatible standards for the deployment of future, integrated products.

Britt became president of Time Warner Cable in January 1999. Previously, Britt served as president and CEO of Time Warner Cable Ventures, the company’s new business arm. There he oversaw the launch of Road Runner, the country’s first high-speed Internet service, as well as the creation of Time Warner Telecom, a fast-growing provider of local telecommunications services. He had been executive vice president, Time Warner Cable, since 1990 and was previously senior vice president and treasurer of Time Warner Inc.

Prior to the merger between Time Inc. and Warner Communications, Britt was vice president and chief financial officer of Time Inc., a position he held since July 1988.

Britt joined Time Inc. in 1972 in the Controller’s Department and rose, successively, to vice president-treasurer of Manhattan Cable Television, Inc. (1974), finance director for Time-Life Books Iran Project (1977), vice president-network and studio operations for Home Box Office, Inc. (HBO), and director of business development of Time Inc.’s video group (1980).

Britt became senior vice president-finance for American Television and Communications Corp., Time Inc.’s cable television unit, in 1981, senior vice president – finance of Time Inc.’s Video Group in 1984, and senior vice president and chief financial officer of HBO later that year. He was elected as vice president of Time Inc. in October 1986 and treasurer the following month. He became vice president – finance of Time Inc. in February 1988.

Britt serves on the Board of the National Cable & Telecommunications Association (NCTA) and is a member of the Executive Committee. He is also Chairman of the Board of CableLabs, Board member of the Walter Kaitz Foundation, Board member of the Pearl Harbor Memorial Fund, Board member of Xerox Corporation, Board member of the Museum of the Moving Image and Board member of Polytechnic University.

He is the recipient of many industry honors, including the NCTA’s 2006 Vanguard Award for “Distinguished Leadership”, the NAMIC Stanley B. Thomas Jr. Lifetime Achievement Award, the 2005 Kaitz Foundation Diversity Champion and the 2004 CTPAA Presidents Award.

He received a B.A. in economics from Dartmouth College, where he graduated magna cum laude in 1971. A member of Phi Beta Kappa, Britt received an M.B.A. from the Amos Tuck School of Business Administration at Dartmouth in 1972.

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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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