Pat Esser

President, Cox Communications, Inc.

Pat Esser

Patrick (Pat) Esser started his career in the cable industry more than 30 years ago climbing telephone poles and selling cable door to door. Today, as president of Cox Communications, a multi-service broadband communications and entertainment company, he has helped to shepherd both the company and industry through unprecedented opportunity and change. Cox is known for its broadband leadership and pioneering efforts in commercial services; customer care; cable telephone and creating outstanding workplaces. That pioneering spirit continues today with Pat and his leadership team’s commitment to industry-leading Gigabit broadband, smart home services and programmatic advertising.

Pat is always building for the future and looking to secure the next growth opportunity in areas such as expanded business telecom services, digital entertainment and healthcare. Among Pat’s proudest accomplishments are his hands-on work at Cox and throughout the industry to create more diversified and inclusive work environments and to use the company’s powerful broadband infrastructure to help close the digital divide among low income children. Cox’s work in these areas has been singled out by Women in Cable Telecommunications, Diversity Inc, FCC Chairman Tom Wheeler and President Obama. Pat has earned numerous recognitions including the industry highest accolade, the Distinguished Vanguard Award for Leadership given by the National Cable & Telecommunications Association.

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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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