The Cable Show 2010 - Go Beyond

Gibbs Jones

SVP, Customer Experience
Suddenlink Communications

Gibbs Jones

Gibbs Jones is a customer experience executive with particular expertise in the design, optimization and implementation of customer contact operations. He possesses over 17 years of customer experience leadership. 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. Gibbs 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 joined Suddenlink in August 2008. Before assuming his current position, Gibbs was head of Global Service Connections, a management consultancy practice. There, he advised and worked directly with media and communications clients, including Suddenlink, to improve the experience and loyalty of customers. Gibbs now applies his expertise and leadership exclusively to Suddenlink operations. He works with the company's six regional vice presidents and the managers of its major customer-contact Call Centers in North Carolina, Texas and West Virginia.

In 2009 Gibbs assumed responsibility for Suddenlink’s social media strategy. Suddenlink is active in the major social networking channels and continues to find new ways to improve customer loyalty in this space.

Prior to joining Suddenlink, Gibbs managed customer contact operations for Tupperware, Comcast and Capital One Financial. The operations Gibbs has managed have won numerous awards for outstanding customer service including: Tupperware’s Worldwide Award for Operational Excellence, Planet Feedback’s Best Service Companies Award, and the IEX IEXcellence Award for Outstanding Workforce Management.

Gibbs has been a speaker at various conferences and is frequently called upon to discuss considerations related to improving the customer experience, exceptional contact center management, and optimizing the employee experience.


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