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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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August 14, 2020

Innovation in a crisis: Why it is more critical than ever

Prioritizing innovation today is the key to unlocking post-crisis growth. John F. Kennedy once observed that the word “crisis” in...

By Jordan Bar Am, Felicitas Jorge, Laura Furstenthal, Erik Roth

July 24, 2020

Four Actions That Derail Innovation (And What To Do Instead)

Innovating — doing something different that creates value — is hard. Innovating within a large organization can feel impossible. In...

By Robyn Bolton, Founder & Chief Navigator, MileZero

July 24, 2020

How to be an intrapreneur

Vice President Sales at Yaymaker, overseeing virtual experiences and corporate events to give people and employees more Yay in their...

By Matthew Rolnick, Vice President Sales, Yaymaker

July 23, 2020

Do Entrepreneurs Really Create More Transformative Innovations than Intrapreneurs?

Entrepreneurs have become rockstars. Richard Branson, Jeff Bezos, Bill Gates and Mark Zuckerberg are just as famous as movie stars....

By Tendayi Viki, Forbes Contributor

July 21, 2020

Unhappy at Work? Be an Intrapreneur

If you’re unhappy at work, join the club. Many studies over the past few years continue to show the majority...

By Douglas S. Brown, Post University

June 17, 2020

Intrapreneurs in Action - Nicolás Ramos Maseras

Spotlight on Nicolás Ramos Maseras, Head of Finance, Discovery Networks, Argentina Graduate of Intrapreneurship Academy, Class 6 How can a...

By The Cable Center

June 12, 2020

How To Continue Innovating Post-Pandemic

Innovation is thriving in these uncertain times. In response to the coronavirus, we’ve all seen the stories of companies switching...

By Robyn Bolton, Founder & Chief Navigator, MileZero

June 11, 2020

Tomorrow’s Best Innovators May Already Be Working For You

Entrepreneurs get all the press when talking about innovation. But the unsung heroes of innovation in business today are those...

By Janice Silver, Vice President, Intrapreneurship Academy Programs

January 28, 2019

Back to Basics: What is Innovation?

When I worked on P&G’s WalMart sales team, one of my bosses was a big guy with an even bigger...

By Robyn Bolton, Founder & Chief Navigator, MileZero

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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