JC Sparkman

Chief Operating Officer, TCI, Retired

JC Sparkman

J.C. Sparkman joined cable equipment manufacturer Jerrold Electronics in 1959. Ten years later, he joined the operations department at Tele-Communications Inc., when the company served 56,000 cable subscribers. During his 26 years with TCI, he oversaw cable operations, construction of new networks and expansion of existing networks as the company grew through acquisition. For several years during Sparkman’s tenure, TCI doubled in size every 18 months. He was named Executive Vice President and Chief Operating Officer in 1987, serving in these positions until 1995. He was a member of the TCI board of directors from 1996-1999. By then, TCI was the nation’s largest cable MSO, serving 18.5 million customers.

In 1999, Sparkman co-founded Broadband Services, Inc., a provider of asset management, logistics, installation and repair services for telecommunications service providers and equipment manufacturers. He served as Co-CEO and Chairman of the company’s board until 2003.

Sparkman has held numerous board positions within the cable industry. He currently serves on the boards of Shaw Communications, Liberty Global PLC, and Universal Electronics, Inc. He previously held board positions with On Command Corporation; TSX Corporation; Liberty Media International, Inc.; Comcast Cable Holdings LLC; UnitedGlobalCOM, Inc.; DMX Inc.; and United Video Satellite Group.

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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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