C5 is supported by five Executive Chairs, providing leadership and input on the governance and strategic direction of the Consortium, serving a three-year (renewable) appointment.
Current C5 Executive Chairs:
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.
VP, Customer Care Partner Management
Strategy and Cox Business Support
Leading 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.
Group VP, Customer Operations
Jonathan Coscia is the Group Vice President of Customer Service and Field Support Operations at Mediacom Communications Corporation. He is the executive responsible for customer service call center operations, field dispatch and workforce management operations, development of customer self-service channels, and inbound sales and retention operations. Jon is a 19-year veteran in the cable industry joining Mediacom Communications in 2007.
Snr. Director Customer Operations
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.
Senior Fellow & Cox Chair
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.
VP, Machine Learning, Robotics, Back Office
Andrés leads the Automation, Machine Learning and Back Office operations at Rogers Communications Inc., a quad-play and multi brand Telecommunications and Entertainment company in Canada. Most recently, he has led Customer Care as well as held key roles in Customer Experience, Service Strategy, Revenue/Base management, and Digital & Social Media.
Before joining Rogers, Andrés worked in management consulting throughout North America and Europe. He also founded a hi-tech venture focused on leveraging 3D gaming platforms to deliver immersive learning experiences to large spatial/field workforces. Andrés holds an MBA and Masters in Industrial Engineering at Rensselaer Polytechnic Institute, Troy, NY.
The Cable Center
Ron is a Professor of Finance at the Daniels College of Business at the University of Denver and holds The Ron Rizzuto Chair for Excellence in International Executive Education. The endowed chair that was established in his name supports Dr. Rizzuto’s ongoing work with the Chinese Executive Media Management Program (CEMMP), which equips Chinese mid-career executives and government officials with the business skills to ensure a more successful future for China's media industry. He has been involved with the cable industry for 30 years and is one of the leading authorities on the economics of U.S. municipal telecommunication overbuilds. Ron was inducted into Cable TV Pioneers in 2016 for his service to the cable industry. He is an honorary lifetime member of Women in Telecommunications (WICT) and received WICT’s Special Accolade Award in 1988 and 1991. Dr. Rizzuto’s teaching and research areas include: capital expenditure analysis, mergers and acquisitions, corporate financial planning, corporate restructuring, telecommunication finance and customer experience management (CEM). He has published numerous articles and regularly delivers seminars in his specialty areas. Dr. Rizzuto has received several teaching awards including the University of Denver’s Distinguished Teaching Award, the College of Business’s Cecil Puckett Teaching Award and the Daniels Institute Leadership Award from the Institute for Executive and Professional Development. Consulting clients include: KPMG, Price Waterhouse Coopers, Time Warner Cable, First Data Corporation, CableLabs, Liberty Global, Adelphia Communications, and Cox Communications.
Professor Rizzuto has extensive media expertise and has been quoted by local, regional and national press, including broadcast news and the New York Times. He is particularly adept at explaining complex financial situations of specific companies to a broader audience.
Dr. Rizzuto holds a BS (finance and marketing), University of Colorado, an MBA (management) and a Ph.D., from New York University.
Customer Experience Director
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.
Simon 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, Simon assumed responsibility for the creation and integration of the new business processes.
From November 2009, Simon 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, Simon 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, Simon 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, Simon was appointed the Customer Experience Director of the newly-formed company, Telecom Argentina.
Simon holds a degree in Business Administration from the UCA (University Católica Argentina) and studies in Marketing at UCES (University of Business and Social Sciences).
VP, Customer Insights
As Vice President of NPS Operations, Graham leads Comcast’s Customer Insights team providing the organization detailed intelligence and priorities for enhancement to the Comcast Customer Experience. Graham and his team leverage customer, operational, market and financial data to provide comprehensive insights to current performance, customer expectations and factors affecting Loyalty and Operational efficiencies.
Prior to joining Comcast, Graham successfully managed and advised domestic and international organizations to revenue producing, customer-centric units through strategic marketing and service leadership solutions in his almost 20 years of experience.
Maria van Dessel
The Cable Center
Maria is a Senior Fellow at The Cable Center and a Research Scholar in the Department of Marketing in the Daniels College of Business at the University of Denver. Dr. van Dessel’s principal research covers the general area of marketing communications with a focus on advertising. Her teaching assignments have included undergraduate and graduate courses in marketing, market research, marketing process and strategy, marketing communications, advertising and advertising management subjects.
She is currently engaged in a number of research and consulting projects involving expert witness research, content analysis of marketing communications in the business-to-business sector, studies in philanthropy and customer experience metrics, along with customer experience management training for the cable industry.
Dr. van Dessel holds a BS (marketing and management), and a Ph.D., both from the Queensland University of Technology, Australia.