Phil Kent

Former chairman and CEO, Turner Broadcasting System, Inc.

Phil Kent

Phil Kent served as Chairman and Chief Executive Officer of Turner Broadcasting System, Inc. from 2003 until 2013. He was a resident Fellow at the Institute of Politics at Harvard University’s John F. Kennedy School during the 2014 Fall semester, as well as a 2016 Advanced Leadership Fellow.

As the Chairman and Chief Executive Officer of Turner Broadcasting System, Inc., Mr. Kent oversaw all of Turner’s domestic and international news and entertainment businesses including CNN, TBS, TNT, Cartoon Network, among others.Kent joined Turner Broadcasting in 1993 as president of Turner Home Entertainment, and before becoming CEO was president of Turner’s international division and president of CNN. Before joining Turner, Mr. Kent was a television packaging agent at Creative Artists Agency.

He previously served as Chair of Atlanta’s Woodruff Arts Center, The Advertising Council and The Atlanta Committee for Progress. He currently serves on the advisory board of The Shorenstein Center at the Harvard Kennedy School, the Dean’s Advisory Board of UCLA’s School of Film, Theatre and Television, The Center for Disease Control Foundation Board, The Fred Hutchison Cancer Research Center Board, and The Better Angels Society (filmmaker Ken Burns’ advisor board) for which he is chairing the education and community outreach efforts. Until very recently he was a director of Scripps Networks Interactive before the merger with Discovery Communications, and was non-executive chair of VEVO LLC, a joint venture of Sony Music and Universal Music.

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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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