Gibbs Jones is a customer experience executive with nearly 20 years of experience, leadership and expertise in the design, optimization and implementation of customer contact operations. Mr. Jones has combined skills in the human and technology sides of customer contact operations, including the procurement and installation of Automatic Call Distribution equipment, workforce management and Customer Relationship Management systems. He has directed start-ups of multiple customer contact operations, with industry expertise in consumer electronics, communications, retail, manufacturing, financial services, banking and direct sales.
Mr. Jones works with Suddenlink’s six regional senior vice presidents of operations and the leaders 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 J.D. Power and Associates research studies.
Mr. Jones is also responsible for the company’s corporate customer care training and 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.
Gibbs is a Certified Net Promoter® Associate, has been a speaker at various conferences and is frequently called upon to discuss concepts that include measuring and improving the customer experience, exceptional contact center management, and optimizing the employee experience. He was named 2012 Co-Chair of the Cable Center Customer Care Committee (C5), a group of care executives that represents the top 11 MSOs in North America and Europe and focuses on best practices, benchmarking and academic research in customer experience management.