David R. Van Valkenburg

Former CEO/COO , TeleWest PLC (UK), 2014 Cable Hall of Fame

vanvalkenburgDavid

David R. VanValkenburg was introduced to the Cable Telecommunications Industry in 1969, while a financial analyst at Investors Diversified Services (IDS).  During his career in the Cable Telecommunications Industry he has participated in its dramatic programming and technological transformation.  In 1973 with American Television and Communications Corporation, he started as manager of a cable system in which vacuum tubes were the primary source of transmission and carried twelve (12) channels of off-air television stations.  

Over the next twenty-one (21) years, David served as an executive with seven (7) USA MSOs. He concluded his executive career in 1999 as CEO/COO of Telewest PLC (UK) offering the triple play of residential video, internet, and telephony, and commercial data and telephony services.  He led Telewest from near bankruptcy to being listed among UK’s FTSE 100 companies.  Since retiring from senior executive roles, he has shared his management expertise with corporate executives through serving on 16 companies’ Boards of Directors.

David is the eldest of seven sons raised on a family dairy farm. He attended a one room, primary school for nine (9) years, obtained an M.A. in Radiation Biophysics (Kansas) and an MBA (Harvard).

David has served on the Boards of Directors of the NCTA, The Cable Center, CTAM, Cable in the Classroom, Cable Advertising Bureau, and Kaitz Foundation, the Boards of Trustees of two (2) private colleges, and has been a Presbyterian Elder for over 35 years.

Doris and David, who will celebrate their 50th Wedding anniversary in June 2014, have two children and five grandchildren.

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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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