Amy Maclean

Amy Maclean 2019

Interviewer: Lela Cocoros
Interview Date: July 29, 2019
Interview Location: Independent Show, Chicago, Ill USA
Collection: Cable Center Oral History Program


Lela Cocoros: Hello, I’m Lela Cocoros for the Cable Center. It’s July 29, 2019, and we’re in Chicago with the Independent Show. This is the oral history of Amy Maclean, Editorial Director of Cablefax. This oral history is part of the Hauser Oral History Program. Amy, welcome.

Amy Maclean: Thanks, thanks for having me.

Cocoros: So let’s start out with your early life, where you’re from, your educational background and where you grew up.

Maclean: So I’m from Georgia and I went to the University of Georgia. I was the editor-in-chief of the Red and Black at UGA. I kind of got bitten by the newspaper bug early. Then from there I went on and worked for the AP for a while, again in Georgia and also Alabama, before I moved to the DC area.

Cocoros: So how long have you been in the cable industry?

Maclean: Let’s see. Almost twenty years. I think that’s right.

Cocoros: So you came from the AP, is that right?

Maclean: That’s right. I was with the AP for about two years, I think, and then I moved to the DC area to be closer to my boyfriend, who has now been my husband of sixteen years, so it worked out. And I was looking for a different kind of job and sort of fell into Cablefax. It had an odd name, I wasn’t sure what it was, but it stuck all this time.

Cocoros: Well, that’s great. So you’ve been with Cablefax and that’s been the cable position you’ve had in the industry. You worked your way up to Editorial Director and Editor-in-Chief.

Maclean: That’s right. I started as Associate Editor.

Cocoros: So what attracted you to the cable industry? Or what continues to keep you motivated by staying in the business?

Maclean: You know, it’s funny. At the time, it was just that it was a job. I had moved to DC. It was a competitive market and I just needed income. I remember sort of being like, what is Cablefax? I don’t understand. I’m only writing about cable. This will be a quick little leap until I find another job. Then once I got into it, I just found myself really fascinated because with Cablefax, we cover so many different facets of the industry, from regulatory to financial to technology. I was never bored. Which was similar with the AP in that you cover, at least for what I did, you had to cover a million different things. So I’m surprised I find myself here almost twenty years later. I got engaged at Cablefax, I got married at Cablefax, I’ve got two children during my time at Cablefax. It’s just stuck.

Cocoros: That’s great. How does cable differ from—you know, you were a general assignment reporter. So how does cable differ from the other industries you covered when you were at the AP?

Maclean: Granted I was young, but I’d never seen such a collegial industry as I do with the cable industry. Even today I just marvel at the fact that you have groups like the Emma Bowen Foundation, that just celebrated their 30th anniversary, or WICT, that had their 40th anniversary. When you think 30, 40 years ago that diversity was such a priority for an industry, I don’t know that people really appreciate and get that. That’s been very fascinating to see. I think because of the way that cable came to be, that there’s this sharing that you don’t get to see in a lot of industries. So that has definitely made it fun and unique as a reporter.

Cocoros: From your perspective, what is the role of a trade publication within an industry that it covers?

Maclean: It’s to highlight when things are working, but also, it’s to highlight when things aren’t. It’s a little of both. Because I feel like there is such an opportunity to learn from other players in this industry, so I feel like that’s a big part of it. I also feel like Cablefax is a little bit unique in that we are—sometimes I like to say we’re a little bit of a “refrigerator door” journalism for the cable industry. Like it’s OK to—if something personal happens, sometimes, if someone in the industry—for instance, Rocco Commisso; when his mother passed away. I mean, that’s the sort of thing other people in the industry would like to know and reach out to him. I think we can highlight that sort of personal news as well as business news.

Cocoros: I always thought of Cablefax as kind of this easy read, that you were able to get a sense of what’s going on in people’s lives as well as in the business. The implications of the business; just kind of the top line of everything.

Maclean: Right.

Cocoros: So it’s a must-read every day.

Maclean: That’s good. We try to be—we know that everyone’s very busy. And we know that we’re not going to be your only read, but it’s sort of a tip sheet to get you started. You may not need to know every detail of the T-Mobile/Sprint merger, but here are some highlights for you to know when you go in and meet your boss on the elevator and you want to show him that you’re up on things, right?

Cocoros: That’s a great point, exactly. How has your role as a journalist changed over the years in covering cable?

Maclean: Oh, my goodness. So many ways. I mean, look at our name. When I started, we were literally faxed.

Cocoros: I was going to ask you about that. I’m glad you brought it up.

Maclean: A lot has changed, not just for me, but for all journalists. We aren’t faxed any more, in case anyone was curious. In fact, even when I joined, which was in late 2000, early 2001, we were emailed back then, but there was this subset of people who insisted on having it faxed and we had to wean them off of it. I can remember we had—there were administrative assistants who would call and basically they were printing it out and putting it on executives’ desks so they never even knew that it wasn’t being faxed. That kind of is a long way to get to the point that the immediacy has changed. Social media has changed everything. I think as a journalist it can be a little hard sometimes because you weigh in on social media, you have all these conversations, but you have to remember that most people really aren’t on Twitter and all these places all day, and so you have to be careful that you don’t get into this box where you think that everyone knows what you’re talking about. And that everyone has seen this story or knows this news. So it’s just so challenging. You have to be there, you have to be on the web, you have to be in a million places. Cablefax is unique in that we still have print—it’s email, but it’s one publication that comes out each day. So again, I think that gives us an advantage in some ways because we have the luxury of, dare I say, getting it right. I mean, we’re not trying to be the first one out the gate always with the news. We have a little bit of time to take a breath and reflect on what this really means beyond just the quickly popping it on Twitter.

Cocoros: That’s increasingly a challenge, I think, is to keep it where you’re conveying news that you’ve at least fact-checked and there’s so much else out there that’s just immediate. It’s nice to take a breath a little bit.

Maclean: I think I have to mention too that when I joined, like we had just started the Cablefax 100 magazine, and that was sort of it. Over the years, we’ve developed the Most Powerful Women issue, our Diversity List. We just introduced a new magazine called “The Work Culture List,” which really highlights companies that are doing all different unique things with their workforce—whether it’s on the diversity front, or on parental benefits. I even heard of a company who offers pet benefits to their employees. It was really interesting to dive into.

Cocoros: That is cool. So can you share a couple of maybe humorous stories or anecdotes from your career in the industry? Who struck you as a particularly interesting subject throughout your years in the business?

Maclean: That’s a hard one. Because there’s just so many and you have to be a little careful. I think one that I would have to say is the late Jim Robbins of Cox. There was a really big carriage fight at one point between Cox and ESPN, and I was still relatively new at that time. And I don’t remember what I wrote, but I know whatever it was, he wasn’t a big fan of it. He called me, and I hope he doesn’t mind me repeating this now since he’s not here with us to say, “Hey, that was off the record.” But it was just a conversation; he didn’t yell, he wasn’t upset. He was just like, “I want you to hear this other side” or whatever. Again, that kind of cemented why I liked this job in that you could have those kinds of conversations. Another memory I have—I don’t remember what year it was, but Brian Roberts had come to the University of Maryland for a Comcast employee day event. Everyone was decked out in their Comcast gear. It was just going to be a little color piece. And I was there, and then suddenly the news breaks that Comcast is interested in buying Disney. They’re not expecting any reporters to be there; it’s just Cablefax that’s thinking, oh, this will be a fun little item. I remember running him down and D’Arcy Rudnay was there, trying to hold me off, and I’m like, “What about this thing?” I didn’t get a comment actually, I got a “no comment.” It was kind of funny to be there during that.

Cocoros: That’s cool. There’s probably a whole lot of firsts I think that you probably were party to in kind of getting the scoop, so that’s pretty cool. I know that you’re a moderator of a lot of panels and things like that, so I’m going to ask you, what makes a good panelist when you’re talking at a trade show or whatever? Which types of people and what do you look for in a panelist?

Maclean: I can tell you what doesn’t. I can tell you that Powerpoints don’t make good panelists.

Cocoros: Sales pitches, right?

Maclean: You have to lean away from that. I think someone who really can look at the audience from a holistic point of view instead of just looking at it myopically through their own company. And can realize maybe there’s a unique situation where they can talk about some sort of technology that they do. But instead of preaching that this is something for everyone, talk about not just the good, but the challenges and what they’ve actually learned from something. I think failures are always the best way to teach and to really relate to people. So someone who’s really open to both the good and the bad, I guess, is what I would say.

Cocoros: Do you find that most panelists are doing that, or do you think that they…?

Maclean: I think it really varies. I think that some people get really just freaked out. I think that’s something we forget sometimes, that this is new territory for them and maybe they haven’t done a lot of that. And I think it comes a little bit with experience and practice. So I would say that people who want to be panelists should just get out there and do it. And the more you do it, I think, the better you get at it.

Cocoros: And who are the people in the industry who’ve influenced you the most in your cable career?

Maclean: I would say within Cablefax I would have to mention Seth Arenstein, who hired me. I’m always thankful for that. I joined my company, which is Access Intelligence, in November of 2000 and I worked for another publication for a couple months, which was biweekly. And I was miserable because I came from the AP with these quick deadlines and Seth would see me there always working. “You need to come over to the Cablefax land.” And when I got there, I was working for several years with John Ourand very closely. And I would say that John showed me—he really showed me the ropes, he taught me the ins and outs. He threw me to the fire because my very first assignment was a Liberty earnings call. Liberty Media. Talk about a complicated assignment. I remember thinking, “Oh, my God, I’m going to get fired on my first day.” But I would say internally I would have to point to them.

I guess externally within the industry—again, I feel a little reticent to say because I want to be careful with those. But I guess without naming names, I would say I’ve been so blessed by having met people who are really good to me to say, “I think you need to meet this person. I want to introduce you to this person.” Maybe they’re doing it to help out that person, they really are helping me and I’m so thankful for that.

Cocoros: That’s good. Coming from somebody who had that role in introducing people to the media. So you’re kind of in a great position to see all facets of the industry, right? Because you’re covering basically the whole industry just like you said—technology and finance and operations and programming. So what do you think are the three biggest issues facing the industry today?

Maclean: I think number one is we’re hearing all these companies right now say that they’re connectivity companies. And I think that’s a great idea, but they’ve got to actually do that. So they have to break away from this idea that they are the cable company and the Jim Carrey cable guy. And they really are a company that connects you to whatever device, whatever it is, whatever platform. It has to be more than words. They have to really deliver on that. I think obviously the other would be just this whole what’s-going-on with video, it’s so expensive, there’s Over the Top, …. Where does this all shake out? And I guess lastly, I would say—I’d have to think about that. Let’s see. I would say just this risk—I hate to mention the words “net neutrality,” but you know what? That’s still a bogeyman out there. And it hasn’t really been decided. The industry runs the risk of becoming a utility-type service depending on the way regulation and laws go on that.

Cocoros: I just heard that the state of Maine that has voted to a adopt a much more restrictive net neutrality ruling. I think they said that they’ve got more restrictions now than the state of California. It’s probably the most restrictive in the country at this point.

Maclean: You have that going on at the federal and the state level. I guess right now we’re all kind of waiting on the litigation for California. It’s still a big question mark. It’s an old story. Sometimes it feels like we’ve heard about it a million times. But it’s very much unresolved.

Cocoros: So let’s go and look at the impact, like the legacy of the cable industry. And I noticed in your editorial in the Cablefax Top Ops issue, you talked about the Comcast X1 eye-tracking remote, and how that type of technology can really do good. So can you kind of give me a little bit more about that, and just kind of talk about that a little bit? That type of innovation in the industry?

Maclean: That’s a great example of something that I think is just really amazing, and I don’t know that people think about their cable company and Comcast in that way. You tend to hear consumers talking about how high their bill is or how long they had to wait for a rep to pick up the phone. And I think there are so many amazing stories out there that the industry could tell that maybe aren’t quite being heard yet. That’s a great example. Even if you look at, when we were talking about net neutrality and there’s all this stuff about well, what about paid prioritization? I think if there’s an explanation, maybe like, having some faster connection that’s providing up to the second heart rate monitoring to your doctor. If you’re explaining that, that’s what your cable provider is doing. These type of Jetson-like technologies sometimes, I don’t think the consumer understands that that’s what broadband is doing, making it possible.

Cocoros: I hear what you’re saying. Any other examples that you think are in terms of innovation that you want to highlight?

Maclean: Cox has a great experience out there right now of a smart home, and they purposely built it around aging in place. I know also CableLabs has done a lot with that. Again, I think it’s a great example if you can get people to see it, to really understand it. In the Cox home, they actually had people who were using some of these technologies. There was this amazing woman who has a son with a disability, her husband has a disability, she had her elderly mother and elderly aunt living with her. And she was a blogger who was traveling all the time. She had all of these smart home devices. She knew when the medicine cabinet was open so that they took their pill. She knew if the back door opened so maybe the aunt with dementia had wandered outside the house. Just seeing those type of—I’m calling out Cox but I know other people are doing it. But seeing all that come together is pretty impressive.

Cocoros: So it’s on us to tell the story basically and get that story out.

Maclean: I guess it’s on me, right?

Cocoros: It’s increasingly difficult because, as you said, there are so many different outlets now and there’s so much noise it’s really hard to break through. And people have certain perceptions about their cable company or their broadband provider and it’s really hard to get them to be aware of a lot of the other things that broadband actually brings them.

Maclean: It’s always an uphill battle when you’re going to have a $100-plus bill. When you’re looking at a Netflix who’s what, $15, less than that, you’re always going to be, well, but I pay over $100…it’s a struggle and I don’t know that it will ever flip.

Cocoros: So where do you think the future is in the industry? Where is it going?

Maclean: I do think the connectivity is the future. Like I said, I think that you have to deliver and not just talk on it. And I’m seeing great examples that I’m excited by. In fact at the Independent Show today, I heard Buckeye Broadband talking about how they have developed their own geek squad. They’ve actually had this for apparently for four or five years. I’ve never even heard of it. Called “Brainiacs.” And they’re rebranding their retail stores into these Brainiac technology hubs. And the idea is, it’s not for Buckeye Broadband customers. It’s just there to help people, and hey, you come in and you are a Buckeye customer? Then you’re going to get a different price. But I think that’s exactly the kind of innovation that you’re going to see to get to that point where you’re at the customer’s fingertips. When they have a new smart home device that they’ve got to attach, that they think of you first. I think that’s really exciting.

Cocoros: I think some of the smaller broadband companies, independently run broadband companies—they have an advantage in terms of the local community, I think. Because they’re so much part of their communities. Because they live and work where they serve, basically.

Maclean: In the Top Ops magazine, that’s one of the things we really highlight are these types of community service efforts that you see. I mean, it can be things like, oh, we provided laptops or whatever to the school, but then there’s also that summer film festival or whatever. That we’re always sponsoring this big community gathering and it’s another way to get that name out there and get it associated with your local ties.

Cocoros: I love the idea of helping people out with all the crazy weather going on and all the cable companies do that. They really step up after a hurricane or a tornado or whatever natural disaster. The fires in California. You just go on and on. There’s always a story. Always.

Maclean: Always.

Cocoros: About a cable—the techs and the trucks. They’re trying to help their fellow neighbors. It’s a really great story. Hopefully more of those stories will get out.

Maclean: I just learned—I would have to double-check the name. I think it’s HTC. We wrote about them and those techs that are out in trucks, they’re also providing Meals-on-Wheels kind of services to shut-ins in their community.

Cocoros: Amazing. That’s fantastic to hear. That’s great.

From your perspective as Editorial Director, Amy, talk us through the responsibility, I guess, or the role that Cablefax plays or any trade publication plays when it covers an industry and has to be part of that industry, if that makes sense?

Maclean: It is a unique role that we find ourselves in. It kind of goes back to what I was saying. We highlight the good but we also have to point out when something’s not working. I think—I hope—that over the years, I’ve built up and the rest of our team has built up these relationships where we can honestly speak to people and say—it is weird because we rub elbows at cocktail receptions and what-not. But we are journalists first and foremost and we’re not here for fake news and it can be sometimes uncomfortable questions, but it’s part of our job. Like for instance, when Altice USA left the NCTA, that was kind of a big deal. But it’s our job to report that and talk to all the different players that were involved. I think again there’s this respect in the industry that you understand what our role is, and everyone was forthright, and no one tried to hide anything and just spoke the truth. That’s what you hope and best-case scenario for any story.

Cocoros: So talk me through a typical day. Being the Editor-in-Chief and how you select what to cover and how you assign your reporters and all of that.

Maclean: When I first joined Cablefax, it was always surprising to me was how would we find enough different stories to fill an issue. Almost every single day we cut so many things that we wanted to write or had written, and we just don’t have enough room. That’s how much is going on, because we cover so many different facets. We start our day around—I’m usually in the office by around 9:30, and we have a team meeting every day at 10:30. That’s just where everyone kicks around some ideas, things that they heard about, things that they’ve already seen breaking in the news or ideas that they have. And we sort of just spin off from there. We keep those meetings pretty short, about fifteen minutes, because we all know the dangers of having meetings. But we’re in touch all day long, just saying, hey, this has happened, or I just heard this. Many times we have planned on “this is the top story” and then we have to rip it up and write something else because it’s an evolving news cycle. As a daily we don’t have a ton of pre-planned stories because we really are just following the news each day. Where it comes from—I guess it’s hard to say. I mean sometimes we look at, OK, this regulatory filing had to come into the FCC today or it’s earning season and this company’s reporting and we really care about that. I overheard this, I’m on Amtrak and it’s super-interesting, let’s try to do a story on it. Really, as most journalists can tell us, it’s just—you’re fishing every day and you get a bite and you kind of run with it. But yes, we do, we get press releases as well and we use those, but I think the thing is we’re always talking to our readers and trying to understand what they’re interested in and that sort of helps shape the lens as we figure out what stories we need to make sure we have in each day. With us being a very general trade for the industry, it’s important that we are covering everything and we’re covering it in a way that maybe a marketing person who doesn’t need to know a ton about DOCSIS 3.1 can read an article and understand enough that they can go back and feel a little more confident in that subject.

Cocoros: You can’t be too techy, but you have to really kind of balance that out.

Maclean: And I guess I didn’t finish our day—we do that all during the day and then we wrap around 4:30 Eastern Time, when everyone should have their copy in and we edit it and we try to get it out the door between 5:30 and 6:00. But we are—you were asking earlier about how things have changed and it’s definitely a 24/7 news cycle. So we send breaking news alerts, we’re still watching things on the weekends. I think back on my career, I can think of the number of times in my life—this is true—I’ll be trying to send a breaking news alert on something and I can remember my daughter was so close to walking and she’s teetering over there. And I think it was Mediacom and Sinclair were having a retrans battle and Sinclair stations had just went dark. And I was like, “Wait! Wait! Don’t walk yet! I’ve got to get this news alert out.” I can remember the same thing, saying, “Oh, we’re going to go trick or treating in just one more minute. I’ve got to get this news alert out.” You can’t plan everything in a news cycle for sure.

Cocoros: That’s definitely true. Is there anything else you want to talk about…?

Maclean: I’m good. It was fun.

Cocoros: All right. Amy, thank you for joining us.

Maclean: Thank you for having me.



Scott McArthur

Scott McArthur

Chief Revenue Officer


As CRO, Scott leads the company’s Sales, Partnerships and Customer divisions. With over 15 years of experience across consumer retail and technology sectors, Scott’s focus has always been to improve the customer experience through profitable interactions. Prior to joining Statflo, he managed Sales and Marketing teams at Telus, one of Canada’s largest Telecommunications companies, responsible for bringing innovative solutions to the frontline teams in the SMB and Consumer segments. During his career, he has built high performing teams and developed programs that drive engagement and revenue growth.

Camilla Formica

Camilla Formica

Chief Program Officer

Syndeo Institute at The Cable Center

Camilla Formica leads experiential programs and thought leadership to empower and embolden industry innovators. In collaboration with The Cable Center team, she delivers on the organization’s mandate to support leaders defining a new era for the industry.

Camilla’s career spans more than 30 years with deep experience cultivating strategic partnerships and creating programs that provide people with the skills and confidence to increase their impact. Previously, she served as Chief Revenue Officer and minority owner at NCTI and drove sales efforts at International Fiber Communications as Corporate Vice President, Sales. She also held leadership roles at Metromedia/WorldCom and ICG. She began her career at Metromedia Communications in Southern California.

Celebrated by the industry for her leadership and mentorship, Camilla was named to the 56th Class of Cable TV Pioneers and was recognized by The WICT Network-Rocky Mountain as Mentor of the Year in May of 2022. She supports women leaders as vice president of that organization and has led and served on NTCA and PACE advisory councils. A breast cancer survivor, Camilla is a Model of Courage for the Ford Warriors in Pink ambassadorship program. She remains a minority owner of NCTI and serves on the company’s board.

Mark Snow

Mark Snow

SVP, Consumer Marketing & Insights


Mark has been a marketer in the communications and broadband industry for 22 years with experience in marketing strategy, consumer insights, analytics, digital marketing and traditional media marketing. Mark is currently Senior Vice President & General Manager of Consumer Marketing & Insights for CTAM, the Cable Industry’s marketing association. In this role, he leads the MSO Marketing Cooperative, a consortium of the largest cable companies in the United States, Canada, and Europe, with a team focused on consumer marketing, analytics and consumer research. The team leads a number of councils focused on industry best practices and manages the National Mover Marketing Program for its U.S. members.

Prior to CTAM, Mark was VP of Marketing Strategy & Analytics for Swire, a Los Angeles-based boutique advertising agency. Before Swire, Mark was with Cox Communications for eight years, where he held roles of increasing responsibility in marketing. Before joining the Cable Industry, Mark spent seven years in the wireless industry with GTE Wireless, now a part of Verizon.

Mark holds a B.A. degree cum laude in Music History, Theory and Composition from the College of Charleston and an M.B.A. with honors from the Goizueta Business School at Emory University.

Charles Patti

Charles Patti

Senior Fellow & Cox Chair

Syndeo Institute at The Cable Center

Charles (Chuck) is the James M. Cox Professor of Customer Experience Management and Senior Fellow at The Cable Center and a Professor Emeritus at the University of Denver and Queensland University of Technology, Brisbane, Australia. Professor Patti has deep international experience through consulting and academic appointments throughout Europe, Australia, and Southeast Asia, with extensive experience in building, delivering, and evaluating curriculum in a wide range of settings, including doctoral seminars, MBA and other specialized postgraduate courses, undergraduate programs, and professional and corporate learning. He has special expertise in case method learning and has coordinated several case learning workshops, including a Harvard Business School case workshop. He was an early adopter of online teaching and learning technologies and developed several firsts in learning technology, including the first video case, the C-DIE format (interactive case learning), the online MBA (Otis Elevator Company), and most recently, the Virtual Grocery Environment for interactive learning.

Much of his teaching draws from his business and consulting experience, which includes clients in the higher education sector (The Cultural Precinct, University Libraries, Bureau of Publications, Athletic Departments, Colleges of Business, Law, and Arts, and the Australian Vice Chancellors’ Committee) and in the business sector (American Newspaper Publishers Association, American Telephone Advertising, Inc., Chubb Electronic Security, Gannett, Inc., McDonald’s Corp., New Zealand Telecom, and Sunsuper, Pty. Ltd.) He has built and delivered major learning programs with consulting clients that have included Aetna Insurance, British American Tobacco, Otis Elevator, Queensland State Department of Development, Siemens, Texas Instruments, and Philip Morris. His research covers marketing communication and CE management and his work includes journal articles, book chapters, and eight books on various aspects of marketing. Recently, Dr. Patti has been conducting research on the Customer Experience (CE) Maturity Curve, CE ROI, and CE metrics. He is a past winner of the Marketing Educator of the Year Award and is recipient of the James Hershner Free Enterprise Award.

Dr. Patti holds a A.B. (history and literature), an M.S. (advertising) and a Ph.D., all from the University of Illinois in Champaign-Urbana.

Rodrigo Duclos

Rodrigo Duclos

Chief Digital Officer

Claro Brasil

Rodrigo Modesto Duclos is graduated in Electric Engineering and holds an MBA in Strategy and Marketing where he developed a structural analysis of the Brazilian Cable industry in 1999.

Rodrigo began his career in NET Sul, a cable start-up back in 1994 and worked for different companies in the telecom industry (Claro, Promon, LogicaCMG). Since the early days he has been involved with many innovative projects in telecommunications such as the introduction of broadband in Brazil (Cable Modems), Mobile pre-paid services, SMS, Ring-tones, MMS, Mobile Internet (GPRS/Edge, WAP), Digital TV (DVB), VOD and IP Video among others.

Currently Rodrigo is leading the digital transformation projects in Claro Brasil Group (NET, Embratel and Claro) as the Chief Digital Officer.

Bob Bartelt

Bob Bartelt

Director of Customer Experience Operations


Bob Bartelt joined Midco in 2014, and in 2018 became Director of Customer Experience Operations. In this role, Bob leads the day-to-day operations of all customer support groups ensuring that Midco is providing a world-class experience at every customer touchpoint. Bob came to Midco with 10 years of industry experience as an operations manager and site leader for a business process outsourcing company.

He holds a Bachelor of Applied Science degree in business management and currently serves as the Board President for his local youth hockey organization. Bob is also a 2016 graduate of the Leadership Fargo Moorhead West Fargo class through the FMWF Chamber of Commerce and was named to Prairie Business magazines “40 under 40” list in 2019.

Diane Christman

Diane Christman

President and CEO

Syndeo Institute at The Cable Center

Diane Christman leads The Cable Center’s work to build on the activation of Vision 2025, the expansion of the Intrapreneurship Academy, and the investment in creating a vibrant community for resource and idea sharing through thought leadership. She will advance the Vision 2025 strategic planning initiative implementation in collaboration with The Cable Center team and board after co-leading the effort in 2020 and 2021.

Diane brings 30 years of experience building partnerships that drive growth and create value. She is respected for her diplomatic style and global perspective, valued by an industry inventing the future of high-quality video content and Gigabit-speed connectivity for residential and business customers in U.S. and international markets. Diane joined The Cable Center in 2006 as vice president, marketing and development. She was promoted to senior vice president, programs and development in 2009 and senior vice president, development and chief program officer in 2019. She became president and CEO in January of 2022.

Since she joined The Cable Center, Diane has been responsible for creation of The Center’s $10 million Chairman’s Fund endowment campaign (approaching completion); partnerships supporting The Cable Center’s Mavericks Lecture Series, Cable Mavericks Masters Forum, and Cable Center Customer Centric Consortium (C5) initiatives; increasingly successful Cable Hall of Fame events; and organizational re-branding.

Simón Tadeo

Simón Tadeo

Customer Experience Director

Telecom Argentina

Simón Tadeo is the Customer Experience Director at Telecom, the leading telecommunications company in Argentina. Telecom main brands are Personal (Mobile), Fibertel (Broadband), Arnet (ADSL Broadband) and Cablevisión (TV). For corporate customers Telecom main brands are Fibercorp & Telecom Negocios.

Simón began his career at Cablevision in 1998 and has held various positions, including Client Retention Coordinator, Business Analyst, Head of Administration & Control and Sales Integration Manager. In 2008, after the merger between Cablevision and Multicanal, Simón assumed responsibility for the creation and integration of the new business processes.

From November 2009, Simón led the Open Project—a three-year business transformation project that deployed a new CRM, billing system, workforce management, mobile, & BI systems in Cablevisión, Fibertel and Fibercorp. For the next three years, Simón focused on improving customer experience for Cablevisión – Fibertel, fostering Innovation across the company and leading a cross company Project Management Team. From June 2016 until January 2018, Simón was responsible for the leadership of the Sales & Customer Care management teams, which included accountability for sales and churn, contact centers, digital channels, retail stores, business processes and customer insights.

In February 2018, following the merger of Telecom and Cablevision, Simón was appointed the Customer Experience Director of the newly-formed company, Telecom Argentina.

Simón holds a degree in Business Administration from the UCA (University Católica Argentina) and studies in Marketing at UCES (University of Business and Social Sciences).

Maureen Moore

Maureen Moore

Chief Customer Experience Officer


In her current position, Maureen is responsible for the overall customer experience strategy of GCI. With more than 20 years of telecom experience, she previously served as Vice President of Consumer Services, with marketing and operations responsibility for GCI’s consumer products, including wireless, Internet, cable TV, and wireline services. She also served on the Alaska Broadband Task Force from 2011-2014 which produced a plan for accelerating the deployment and adoption of broadband technology across Alaska. She graduated from Georgetown University with a degree in Business Administration, double majoring in Finance and Management. Maureen is currently based out of Anchorage, Alaska.

Kimberly Gibson

Kimberly Gibson

Sr. Director Customer Operations

Cable ONE/Sparklight

Kimberly Gibson is the Senior Director of Customer Operations. As a key member of the Customer Operations Team, she is responsible for aligning strategy with company goals and objectives, testing and implementation of solutions and best practices to improve the customer experience across Cable ONE/Sparklight’s 42 systems and three inbound call centers. Kim has responsibilities for over 300 Cable ONE/Sparklight associates.

She joined Cable ONE/Sparklight in 2004 as Office Manager of Cable ONE/Sparklight’s technical Solution Center. In 2005, she was promoted to General Manager, assuming full responsibility for the day-to-day activities of the 150-seat center currently averaging 88,000 calls a month. Kim was promoted in August 2005 to the General Manager of Cable ONE/Sparklight’s national inbound Customer Care call center and was responsible for all aspects of the center’s daily operation, including but not limited to, strategy planning, leadership coaching and metric achievement. In January 2008, Kim was promoted to Director of Virtual Operations responsible for the operations of the Virtual Call centers in Cable ONE/Sparklight’s local markets.

Prior to joining the Cable ONE/Sparklight leadership team, Kim gained vast experience in the communications industry where she began her career with Qwest Communications in 1991. After advancing to a Network Operations Supervisor position in 1997, her quality focus resulted in a promotion to Network Operations Manager for Qwest’s Arizona dispatch centers.

Kimberly graduated from Northern Arizona University in Flagstaff with a B.S. in Hospitality Management and earned an MBA in Technology Management from the University of Phoenix.

Suzanne Foy

Suzanne Foy

VP, Customer Care Partner Management Strategy and Cox Business Support

Cox Communications

Suzanne leads Cox customer care outsource partner management, strategy, program management and Cox business customer support. Previous roles include customer support, billing and payment experiences across call center and online channels, customer-focused process standardization, user-focused knowledge management, communications and agent education.

Eric Burton

Eric Burton

Vice President, Tools, Technology, and Quality


Eric Burton is Vice President, Tools, Technology, and Quality overseeing desktop tools, customer facing support tools and content, ITGs and troubleshooting solutions, quality, performance management, and coaching. He plays an important role in developing Customer Service strategy at Comcast, working closely with his peers across the Divisions, National COEs, and Headquarters. Eric is squarely focused on Comcast’s goal to make the customer experience the best product, through ensuring that employees and customers have the best possible tools, and that quality and coaching programs reinforce and support that goal. Eric is focused on identifying winning behaviors that will help build a culture of Ownership at all levels of the organization.

Prior to joining Comcast, Eric was Group Vice President, Care Shared Services at Time Warner Cable. In that role, Eric was responsible for outsourced operations, alternative care channels, reporting and analytics, care technology, quality and customer perspective, and voice operations. Eric also held a variety of executive Operations and Technology leadership positions at Time Warner Cable, and having worked his way up through the ranks has extensive front-line leadership experience as well.

Eric holds a Bachelor of Science in Business Management, is a graduate of the Tuck School of Business Executive Program, and completed the CTAM Management Program at the Harvard Business School.

He resides in his native Southern California with his wife and two daughters and enjoys time with family, trail running, mountain-biking, and generally being outdoors as much as possible.

Wyatt Barnett

Wyatt Barnett

Senior Director, Industry and Association Affairs

NCTA - The Internet & Television Association

Wyatt Barnett serves as Senior Director, Technology Enablement in NCTA’s Creative Services department. He helps the association with creative technical solutions while concurrently serving as lead curator and tour guide for NCTA’s recently renovated Public Advocacy Space.

Wyatt has worked at NCTA in a variety of technology roles since joining the association in 2000. He worked on the team that crafted the annual trade show – The Cable Show and later INTX – for over a decade, successfully delivering and scaling industry exhibits and stage presentations for high-profile audiences.

Rob Stoddard

Robert (Rob) Stoddard


NCTA - The Internet & Television Association

Following a career in journalism and government, Rob Stoddard worked for more than three decades in senior positions in communications, public relations, and public affairs serving the cable industry.

Rob’s early career found him working as a news assistant at the Washington, DC, bureau of ABC Radio, followed by stints as a news director and correspondent for radio stations in Keene, NH and Springfield, MA. He went on to work as a desk editor and regional executive for United Press International in Boston, before joining the staff of U.S. Senator Nancy Landon Kassebaum (R-KS) as Press Secretary in Washington, DC. His cable career began as Washington Bureau Chief for Cable TV Business Magazine and other telecommunications and defense industry trade publications of Denver-based Cardiff Publishing Company. From there he moved on to lead public relations and corporate communications for the Cable Telecommunications Association (CATA), Continental Cablevision, MediaOne, and AT&T Broadband, then the largest cable multiple system operator in the United States. Rob’s career was capped by a 20-year run with what was then the National Cable & Telecommunications Association (NCTA) as Senior Vice President for Communications & Public Affairs. After the association changed its name to NCTA – The Internet & Television Association, Rob became Senior Vice President for Industry & Association Affairs, retiring in January 2022.

Rob is a member of the Cable Television Pioneers as well as the Virginia Cable Hall of Fame. He’s been recognized with major diversity awards from the National Association for Multi-ethnicity in Communications (NAMIC) and the Washington, DC / Baltimore Chapter of The WICT Network. He also has been inducted into the PRNews Hall of Fame. He proudly represented NCTA as a member of the industry Customer Care Committee (now C5) for nearly 20 years, from its inception at NCTA through the stewardship of CTAM and finally its permanent home at The Cable Center. In recognition of his meritorious service to The Cable Center and C5, Rob was conferred as a C5 Emeritus in 2022.

Gibbs Jones

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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