Customer Experience/C5

Presenters: C5 Spring 2018 Meeting




Mike Fries
Chief Executive Officer and Vice Chairman
Liberty Global

Mike Fries is Chief Executive Officer and Vice Chairman of Liberty Global, the largest international TV and broadband company in the world, with operations in 12 European countries and 52 million broadband, video, voice and mobile subscribers. Liberty Global is recognized as a global leader in entertainment, media and communications, spearheading gigabit broadband speeds, actively integrating traditional video and OTT platforms, and converging fixed and wireless services with quad play bundles. Annual group revenue is $15 billion. The Company also owns 50% of VodafoneZiggo, a Dutch joint venture, which has 10 million fixed line subscribers and 5 million mobile subscribers. Fries was a founding member of the management team that launched the Company’s international expansion 28 years ago and has served in various strategic and operating capacities since that time. He was appointed Chief Executive Officer of the Company in 2005 and serves as a member of its two-person Executive Committee along with Chairman, Dr. John C. Malone. 




Graham Tutton
VP, Consumer Insights

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.





Greg Tucker
Chief Executive Officer
Tucker & Company

Greg has broad and deep experience in customer experience and business transformation to accelerate business results. He has served as a strategic advisor to dozens of global leaders such Google, Microsoft, Oracle, AT&T, Sprint, SAP, GE, DocuSign, Thomson Reuters, ForeScout Technologies, Genentech, Wells Fargo, KeyBank, Michelin, PepsiCo and Chevron to develop and implement innovative customer experience strategies and drive business results. As a senior executive at AAA, Clorox and Copart Auto Auctions, he led customer experience operations and transformation programs, allowing him to integrate conceptual ideas and practical/operational approaches. His work has been profiled by HBR, Fast Company and Business Week and recognized as a Who’s Who of CX, 2016-2018 CX Expert and received Addy Awards for CX Innovation and a 2012 CXPA Innovation Award. Greg received his MBA from Stanford Graduate School of Business and is a certified CCXP, Six Sigma Black belt and Business Process Master. 





Frank Benson
Corporate Accounts North America
Nuance Communications

At Nuance for the past 15 years, Frank has been fortunate to work with a senior team of professionals who engage with industry leading innovators in Telco, Finance, Insurance, Travel, and Utilities. Collectively they know that customer experience is rapidly changing. People today measure and rate their experience with an enterprise not against their peers rather across the best interactions they encounter in their every-day lives, whatever that may be. Innovation helps us raise the bar, it’s fast paced, and Frank finds it exciting and fun. Prior to joining Nuance, Frank worked at Genesys Labs and IBM in their contact center sales practices. 


Paul Tepper



Paul Tepper
Head, Cognitive Innovation Group
Nuance Communications

Paul Tepper is the Head of the Cognitive Innovation Group (CIG) AI Lab and Product Manager for AI & Machine Learning in Nuance's Enterprise Division. CIG is focused on applying the latest advancements in machine learning and artificial intelligence to automate and improve the customer experience across channels. Paul works on setting Nuance Enterprise’s AI Strategy and leading product development efforts in collaboration with Nuance’s most innovative customers and Nuance Research. Currently Paul is focused on ML advancements in natural language understanding, dialogue, analytics and predictive modeling. Paul has over a decade of experience in software development and AI research. He holds a Ph.D. in Computer Science and Communication Studies from Northwestern University, an MSc in AI & NLP from the University of Edinburgh and a BA in Computer Science, Linguistics and Cognitive Science from Rutgers University. 




Jon Coscia
Group Vice President, Customer Operations
Mediacom Communications

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. He is a 19-year veteran in the cable industry joining Mediacom Communications in 2007. 




Mark Heffley
CEO and Founder
Adrenaline Technologies

Mark is CEO and founder of Adrenaline Technologies, and is an experienced solution designer and business leader with roots in consulting and IT management. Mark has been the driving force behind a broad range of innovative technology solutions designed for MSOs and other Fortune 500 companies. Mark works closely with clients to assess needs and provide meaningful solutions that improve overall business performance. Mark ensures all Adrenaline services are delivered in a manner that maintains Adrenaline’s outstanding reputation for quality and reliability. Mark has been a technology innovator for 25+ years, with a successful record of starting and running high-tech companies. Prior to founding Adrenaline, Mark founded BI GmbH in Bonn Germany to improve customer service technology and processes for the European Union’s leading companies. Mark graduated from Columbia University, SUNY Albany Business School, and the General Electric ISM Program for IT Leadership.

Diane Quennoz



Diane Quennoz
Senior Vice President, Marketing & Customer Experience
Vyve Broadband

Coming soon.


Mel Longdon



Melanie (Mel) Longdon
VP Customer Experience Operations
Liberty Global

Melanie has been in the care industry for over 20 years, starting her customer operations career back in ‘97. She has worked on both sides of the fence, outsourced and in house operations, and has been very fortunate to work with many of the biggest Fortune 500 brands in various industries. As part of the ACT (Architecture and Change Team) for one of the Fortune 5oo, Mel was involved in the creation and mapping of the customer journey, piloting different approaches to enable the best for customers. In her day-to-day job she oversees several areas within customer operations from creating a contact center strategy, to analyzing the customer verbatim (feedback surveys). Melanie and her team are constantly constantly looking into channel optimization, making sure Liberty’s customers can use their channel of choice.




Rob Stoddard
SVP, Industry & Association Affairs
NCTA – The Internet & Television Association

Rob Stoddard is Senior Vice President, Communications & Public Affairs, for NCTA - The Internet & Television Association. He oversees the Association’s media relations efforts, industry-wide public affairs programs, and promotion and publicity for NCTA events and activities.

Before joining NCTA in 2002, Rob served as the chief communications officer for a variety of major cable companies, including AT&T Broadband, MediaOne, and Continental Cablevision. Prior to that, Rob was vice president of Communications for the Cable Telecommunications Association (CATA), a Washington-based trade association for the owners and operators of cable television systems. He also has served as Washington, D.C., bureau chief for Cardiff Publishing Company; press secretary in Washington, D.C., for U. S. Senator Nancy Landon Kassebaum of Kansas; news and regional executive for United Press International in Boston; and news anchor and editor at several New England radio stations. Rob serves on the Board of Directors of the National Press Club Journalism Institute, the Cable & Telecommunications Association for Marketing, and the Women in Cable Telecommunications (WICT) Washington, DC/Baltimore Chapter. He is also a member of the Cable Center Customer Centric Consortium. 





Chris Lammers
Chief Operating Officer

In this capacity, Chris is responsible for directing communications, financial, human resource and IT functions, together with project management, Go2Broadband and certification, testing and evaluation services provided to the technical programs. He is particularly focused on relationships with mid-sized and smaller MSOs, as well as in developing relationships with international cable operators and building international alliances. Chris currently serves as a member of the Board of Directors of the Emma Bowen Foundation and is actively involved in committees and/or support for several national and international industry trade associations. In addition, he is President of the Board of Directors of the St. Vrain Valley Habitat for Humanity in Longmont, Colorado.

Prior to joining CableLabs in 1997, Chris was President and CEO of Western Communications, a mid-sized multiple system operator with cable systems located in the Western United States. Before joining Western Communications, Chris was a partner with the San Francisco law firm of Cooper, White & Cooper. He received his law degree from the University of Chicago School of Law and a Bachelor of Arts degree with distinction in psychology from Stanford University. 





Mickie Calkins
Director, Co-Innovation

Currently working as the Director of Co-Innovation for CableLabs, Mickie Calkins has enjoyed a 30+ year career being on or leading technical teams in organizations like Hewlett-Packard, Plantronics and Texas Instruments. A long-time champion of user-centered design, Mickie holds three patents for the design of user interfaces associated with media consumption in the home as well as a design innovation award for her contribution developing an award-winning remote control for Hewlett-Packard. Most recently, she has agreed to be an innovation coach for UpRamp, an accelerator designed to connect established start-ups with the cable industry.

Mickie holds a Bachelor degree in Technical Journalism and Computer Science from Colorado State University and is a member of WICT (Women in Cable Telecommunications), ACM, SIGChi and IEEE.