Char Beales

Board of Directors Member at CTAM Europe, 2009 Cable Hall of Fame

Char Beales

Char Beales is President and CEO of CTAM, Cable & Telecommunications Association for Marketing, The 5,200 individual and 90 corporate member professional service organization.  CTAM provides its members with a full slate of conferences, specialized publications, targeted research and a network of chapters.

Prior to joining CTAM, Beales was Vice President of Program Development for COMSAT’s Video Enterprises, a division that provided satellite delivered pay per view programming to the U.S. lodging industry. Beales served as Vice President of Programming and Marketing for the National Cable Television Association and Executive Director of the National Academy of Cable Programming which sponsored the CableACE Awards. Beales has also served as the senior research executive at television stations owned by NBC and CBS and a media buyer at J. Walter Thompson.

Char Beales serves on the Boards of The Cable Center and the Cable and Telecommunications Human Resources Association (CTHRA). In 1996, Beales received the National Cable Television Association’s Distinguished Vanguard Award for Leadership. She has been honored with the NCTA’s Vanguard Award for Marketing in 1995, the President’s Award in 1990, the Cable Academy’s special ACE Award, the CTAM’s Chairman’s and TAMI Awards for volunteer service. Char Beales served as a member of the Advisory Council for the Independent Television Violence Assessment Study from 1995 to 1998. Beales is a communications graduate of George Washington University in Washington, D.C.

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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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