Suddenlink Adds ‘Customer Experience’ Honcho

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Suddenlink Tuesday named Gibbs Jones as its new senior vice president of customer experience where he’ll work be charged with improving the experience and loyalty of its cable, telephone and broadband subscribers.

Prior to joining the St. Louis-based company, Jones spent 17 years as the head of the management consultancy practice at Global Service Connections. In his new role, Jones will work with company’s six region vice presidents and the leaders of its major customer-contact centers in North Carolina, West Virginia and Texas, Suddenlink officials said.

“In today’s increasingly competitive environment, our relationship with our customers is more important than ever,” Suddenlink chief operating officer Tom McMillin, said in a statement. “Internal and external surveys suggest we’re making progress, but we still have room for improvement, and we’re excited Gibbs has agreed to help accelerate our progress in this critical area.”

Prior to Global Service Connections, Jones held various customer-care and related management positions at Tupperware North America, Comcast, Capital One, and Circuit City.  

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