Phil Lind

Vice Chairman, Rogers Communications Inc., 2012 Cable Hall of Fame

lindPhil

Phil Lind, Vice Chairman of Rogers Communications Inc., is a 42-year veteran of the Canadian cable, broadcasting and telecommunications company. When he signed on, Rogers was a start-up with two small radio stations, 15,000 cable subscribers and a boss, Ted Rogers, with “go for it” attitude.

At Ted’s urging, Phil “went for it,” acquiring other Canadian cable companies, and quarterbacking Rogers’ U.S. expansion during the legendary franchising “wars” of the 1980s. His team won and acquired franchises from Minneapolis to San Antonio and from Southern California to New Jersey. When the dust settled, Rogers’ subscribers numbered in the millions.

At home, Phil turned his mind to content. His passion for sports inspired Rogers’ acquisition of the Toronto Blue Jays; launched Sportsnet, now Canada’s premier sports network; secured previously satellite-exclusive NFL Sunday Ticket for cable in Canada and brought annual regular season Buffalo Bills games to Toronto. He helped launch both Rogers’ many community television stations and OMNI, North America’s only multi-cultural television network.

A 1999 Cable TV Pioneer, Phil is on the Board of the US Cable Center, was Chairman of the Canadian Cable Television Association, served on the Board of NCTA, was founding chairman of Ontario’s Sierra Club and serves on numerous nonprofit and cultural organizations.

He has endowed the University of British Columbia with two Chairs in US Political Studies. In 2002, he was appointed to the Order of Canada – that country’s highest civilian honor – for lifetime contributions.

Phil loves sports, fishing, contemporary art, politics and, above all, his children and granddaughter.

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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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