Kevin Casey

President, Northwest Division of Comcast Cable

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“There was a moment around 1990, where many of us saw this thing that DARPA was transitioning to the public domain and knew it was going to be a big deal.” Kevin Casey recalls the early days of the modern internet as “one of the most fun and entrepreneurial periods of my life.” Running engineering for Continental Cable at the time and representing the company with CableLabs, he was well-positioned to help nurture the commercial deployment of the internet as it moved beyond academia and the Department of Defense’s research agency. That work would help revolutionize an industry, and, Casey says, “our industry has changed the world.”

Today, as president of Comcast’s Northeast Division, Casey remains at the forefront of broadband development, leading an operation serving millions of customers across 14 northeastern states from Maine through Virginia and the District of Columbia.

The journey began humbly in Long Island, New York. Once Casey realized he wasn’t destined to be a pro football or baseball player, he decided to become a Secret Service agent, inspired by a football coach who had served in that organization. During his first year of criminal justice education, Casey needed a summer job. “My father was an engineer with the telephone company, and he was working with Cablevision. I was able to get a summer job climbing poles and running cable, and it gave me the bug,” he remembers. Casey joined Cablevision full-time to build one of the country’s first urban cable systems in Boston.

Always intrigued by technology, he got a business science degree in electronic technology while working and learning the cable industry from the inside. He was also interested in business, and his job gave him plenty of opportunity to explore both areas. “You had to do a lot of different things in those days,” he says. “When our industry was growing so fast, you had a lot of responsibility at a very young age. It was sink or swim. I was fortunate to be able to swim with my little inflatable water wings and not sink.” He moved from Cablevision to Continental. From there he went on to MediaOne, where he moved from the technical side of the business to operations. He was executive vice president of operations for AT&T Broadband before joining Comcast in 2002.

Casey feels fortunate to have been able to surround himself with people who helped him develop as a leader and now follows their example. “Everybody needs a mentor and people they look up to, and I had the opportunity to work for and with so many dynamic, incredible people. I always believed in the entrepreneurial spirit this industry was founded on,” he says. Following a philosophy of servant leadership, Casey says, “I believe in the power of people, and teams, and teamwork. You have an obligation as a leader to develop people’s talent and do everything you can to help them be successful.”

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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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