Fred Dressler

Executive Vice President, Programming, Time Warner Cable, 2014 Cable Hall of Fame

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In 2007, the cable industry lost one of its leading programming pioneers when Fred Dressler, who after 30 years had retired from Time Warner Cable the previous year as executive vice president of programming, succumbed to pancreatic cancer. Dressler joined ATC in 1976 from a Denver broadcast television station at the urging of company co-founder and industry legend Bill Daniels. He started out managing cable systems for ATC, then moved to company headquarters in Denver, where he made a name for himself in programming.

Dressler was known as a tough negotiator and consistent critic of rising programming costs, especially in sports programming. He also championed unique content and niche programming during the 20 years he headed TWC’s programming operations. He was a founder of E! Entertainment, Sun Sports Network in Florida, SportsNet New York, and the In-Demand Network. In addition, Dressler constantly advocated new ways of delivering video content to consumers and prompted Time Warner Cable to speed its introduction of video on demand, DVRs and high-definition programming.

“Fred’s reputation as a fierce negotiation was always tempered by his humor or sense of fairness,” CEO Glenn Britt said in a note to employees following news of Dressler’s death.  “His legacy will be felt for many years, not just in our programming department, but through-out our organization.”

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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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