Jerald L. Kent

Chairman & CEO, Suddenlink Communications, 2014 Cable Hall of Fame

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Jerry Kent is a serial entrepreneur and trailblazer who believes customer service is the key to his outstanding track record of delivering superior returns for investors.

In 2002, he co-founded Cequel III, a telecommunications company.  As CEO, he has built several successful businesses, including Suddenlink, the seventh largest U.S. cable company.  

Jerry began his career with Arthur Andersen in 1979. In 1983, he left to join Cencom, where he later became CFO. Cencom grew to 550,000 customers before being sold in 1991. After serving a year with Cencom’s acquirer, Jerry co-founded Charter in 1993. Charter served over 1 million customers in 1998, when it was acquired by Paul Allen.  Under Jerry’s leadership, Charter grew to serve 7 million customers, consistently generated industry-leading operating results, and executed in Nov. 1999 what was then the third-largest IPO in U.S. history. Charter’s was the best performing public cable stock from the IPO until the month Jerry left in Sept. 2001.

Jerry serves on the boards and executive committees of CableLabs and the NCTA. He is chairman of CablePAC and the Cable Center board and serves on the C-SPAN board. In 2011, he was named Multichannel News’ Executive of the Year. In 2012, he was inducted into the Broadcasting & Cable Hall of Fame, received the cable industry’s Distinguished Vanguard Award for Leadership, and was chosen Person of the Year by CED Magazine.

Jerry is also very active in the St. Louis community, serving on several boards, including Washington University, his alma mater; the St. Louis Children’s Museum, the St. Louis Zoo, and REJIS.

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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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