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Syndeo Institute Blog

Hear what our experts have to say.

This industry changes fast, and you need tools to navigate that change. From leadership styles to innovation success stories; from case studies to op-eds, the Syndeo Institute blog is where our experts keep you on top of industry transformation and innovation.

Our blog is full of insight and guidance from innovators, intrapreneurs, and entrepreneurs who have been there. They’re sharing the life and work experience, wisdom, inspiration, and mentorship that just might spark your next great idea.

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September 20, 2023

Leadership Agility as a Business Imperative

The ability to quickly change direction and respond to varying tempos enables organizations to hold—and gain—ground. In this video, President...

Frannie Mathews, President and CEO, Colorado Technology Association (CTA)

August 30, 2023

How to Sustain a Culture of Innovation

Leadership and culture are essential to any technical team. Often the focus of technical teams is transactional in nature. This...

Shane Portfolio SVP, Network Engineering and Technology, Charter

August 23, 2023

Leveraging AI – 3 Things You Need to Know Today Webinar

As AI continues to shape the future of technology and society, it’s crucial for leaders to have a working knowledge...

Mackenzie Roebuck-Walsh and Susie Tomenchok, Intrapreneurship Academy Facilitators, Syndeo Institute at The Cable Center

July 19, 2023

An Ownership Mentality Enables Internal Innovation

Diane Christman’s three questions with Eric Burton. Why is employee feedback important for supporting innovation? When Comcast aligned the business to...

Eric Burton, SVP, Tools and Technology, Comcast

July 13, 2023

Spark Customer Experience Innovation

Diane Christman’s three questions with Suzanne C. Foy. What behaviors and mindsets do internal innovators share? Successful innovation starts with having as...

By Suzanne Castano Foy, VP Customer Experience Operations – Strategy & Process, Cox Communications

June 14, 2023

Trust Is Key to Building a Culture of Innovation

Trust is hard to define. It’s even harder to build. As humans, we all instinctively know when trust is there, and...

By Wenny Katzenstein Managing Director, Deloitte Consulting and Emily Werner Senior Manager, Deloitte Digital

May 22, 2023

Collaborating Across Geographies and Cultures

At Comcast Technology Solutions (CTA), our mission is to connect Comcast technology to the world, including content companies, MVPDs, and...

By Ken Klaer EVP, Comcast Cable and President, Comcast Technology Solutions

April 21, 2023

The New ROI: Return On Intrapreneurship

Innovation is at the Heart of Most Companies. No matter how successful we already are, we all work to encourage...

By Yvette Kanouff, Partner, JC2 Ventures

April 10, 2023

Organizations Need Intrapreneurial Leaders

Intrapreneurship Academy transforms your employees and teams into bold go-getters and big revenue drivers—talk about ROI (Return on Intrapreneurship)! In...

By Intrapreneurship Academy

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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