C5 Members

  • Jill Arbet
  • Jill Arbet
    Senior Vice President, Marketing
    Vyve Broadband
  • Wyatt Barnett
  • Wyatt Barnett
    Senior Director, Industry and Association Affairs,
    NCTA - The Internet & Television Association
  • Eric Burton
  • Eric Burton
    Vice President, Tools, Technology, and Quality
    Comcast
  • Mickie Calkins
  • Mickie Calkins
    Director, Co-Innovation
    CableLabs
  • kristin buch
  • Diane Christman
    President and CEO
    The Cable Center
  • Jon Coscia
  • Jon Coscia
    Group VP, Customer Operations
    Mediacom
  • John Del Viscio
  • John Del Viscio
    Director, Operations
    Blue Ridge Communications
  • Rodrigo Duclos
  • Rodrigo Duclos
    Chief Digital Officer
    Net Serviços Brasil
  • Suzanne Foy
  • Suzanne Foy
    VP, Customer Care Partner Management,
    Strategy and Cox Business Support
    Cox Communications
  • Katherine Gessner
  • Katherine Gessner
    President
    MCTV (Massillon)
  • Kimberly Gibson
  • Kimberly Gibson
    Snr. Director
    Customer Operations
    Cable ONE/Sparklight
  • Ray Lei
  • Ray Lei
    Chief Technology Officer
    Shenzhen Topway
  • Cory Limberg
  • Cory Limberg
    VP, Customer Experience
    MIDCO
  • Maureen Moore
  • Maureen Moore
    Chief Customer
    Experience Officer
    GCI
  • Charles Patti
  • Charles Patti
    Senior Fellow & Cox Chair
    The Cable Center
  • Adam Ricklefs
  • Adam Ricklefs
    Senior Director, Customer Experience & Billing Services
    Cable ONE
  • Ron Rizzuto
  • Ron Rizzuto
    Senior Fellow
    The Cable Center
  • Joseph Rysavy
  • Joseph Rysavy
    Director of Customer Experience Strategy
    Midco
  • Chris Simmonds
  • Chris Simmonds
    Director, Performance Analysis & Insights
    Liberty Global
  • mark snow
  • Mark Snow
    SVP, Consumer Marketing
    & Insights
    CTAM
  • simón tadeo
  • Simón Tadeo
    Customer Experience Director
    Telecom Argentina
  • maria van dessel
  • Maria van Dessel
    Senior Fellow
    The Cable Center
  • Nicole Wininger
  • Nicole Wininger
    Director of Customer Care Operations
    Blue Ridge

Jill Arbet

Jill Arbet
Senior Vice President, Marketing
Vyve Broadband

Jill has spent over twenty years working in the telecommunications and cable television industries. Currently, Jill serves as the SVP of Marketing for Vyve Broadband. Before that, she was the VP of Marketing at Suddenlink Communications, where she directed the company’s marketing and brand initiatives. While at Suddenlink, she also spearheaded the rebranding and name change of the company, not once but twice, and led the marketing transition and name change for eight separate acquisitions.

Jill was selected to participate in CTAM’s Cable Executive Management Program at Harvard Business School. She also belonged to the National Cable Television Cooperative Lancelot Group, was a Beacon Award Judge that honors cable communications and public affairs excellence and was a Judge for the Cable and Telecommunications Cable Marketing Awards Program.

Wyatt Barnett

Wyatt Barnett
Senior Director, Industry and Association Affairs
NCTA - The Internet & Television Association

Wyatt Barnett serves as Senior Director, Technology Enablement in NCTA’s Creative Services department. He helps the association with creative technical solutions while concurrently serving as lead curator and tour guide for NCTA’s recently renovated Public Advocacy Space.

Wyatt has worked at NCTA in a variety of technology roles since joining the association in 2000. He worked on the team that crafted the annual trade show – The Cable Show and later INTX – for over a decade, successfully delivering and scaling industry exhibits and stage presentations for high-profile audiences.

Eric Burton

Eric Burton
Vice President, Tools, Technology, and Quality
Comcast

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.

Mickie Calkins

Mickie Calkins
Director of Strategic Partnerships
CableLabs

Currently working as the Director of Strategic Partnerships for CableLabs, Mickie 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 four 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. She is also an innovation coach for UpRamp, an accelerator designed to connect established start-ups with the cable industry.

Mickie holds a Bachelors 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.

Diane Christman

Diane Christman
President and CEO
The Cable Center

Diane Christman leads The Cable Center’s work to build on the activation of Vision 2025, the expansion of the Intrapreneurship Academy, and the investment in creating a vibrant community for resource and idea sharing through thought leadership. She will advance the Vision 2025 strategic planning initiative implementation in collaboration with The Cable Center team and board after co-leading the effort in 2020 and 2021.

Diane brings 30 years of experience building partnerships that drive growth and create value. She is respected for her diplomatic style and global perspective, valued by an industry inventing the future of high-quality video content and Gigabit-speed connectivity for residential and business customers in U.S. and international markets. Diane joined The Cable Center in 2006 as vice president, marketing and development. She was promoted to senior vice president, programs and development in 2009 and senior vice president, development and chief program officer in 2019. She became president and CEO in January of 2022.

Since she joined The Cable Center, Diane has been responsible for creation of The Center’s $10 million Chairman’s Fund endowment campaign (approaching completion); partnerships supporting The Cable Center’s Mavericks Lecture Series, Cable Mavericks Masters Forum, and Cable Center Customer Centric Consortium (C5) initiatives; increasingly successful Cable Hall of Fame events; and organizational re-branding.

Jon Coscia

Jon Coscia
Group VP, Customer Operations
Mediacom

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.

John Del Viscio

John Del Viscio
Director, Operations
Blue Ridge Communications

John Del Viscio is the Director of Operations at Blue Ridge. He has over 22 years of leadership experience at Fortune 500 companies in all areas of business operations especially, sales, customer fulfillment, service delivery, call center operations and talent management.

John holds a Bachelor of Science in Finance from the Philadelphia University.

Rodrigo Duclos

Rodrigo Duclos
Chief Digital Officer
Net Serviços Brasil

Rodrigo Modesto Duclos is graduated in Electric Engineering and holds an MBA in Strategy and Marketing where he developed a structural analysis of the Brazilian Cable industry in 1999.

Rodrigo began his career in NET Sul, a cable start-up back in 1994 and worked for different companies in the telecom industry (Claro, Promon, LogicaCMG). Since the early days he has been involved with many innovative projects in telecommunications such as the introduction of broadband in Brazil (Cable Modems), Mobile pre-paid services, SMS, Ring-tones, MMS, Mobile Internet (GPRS/Edge, WAP), Digital TV (DVB), VOD and IP Video among others.

Currently Rodrigo is leading the digital transformation projects in Claro Brasil Group (NET, Embratel and Claro) as the Chief Digital Officer.

Suzanne Foy

Suzanne Foy
VP, Customer Care Partner Management,
Strategy and Cox Business Support
Cox Communications

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.

Katherine Gessner

Katherine Gessner
President
MCTV (Massillon)

Katherine Gessner is President of MCTV, a family-owned Internet, TV and Phone provider serving 50,000 customers across eight counties in Northeast Ohio. Katherine represents the third generation of local family leadership at MCTV, following in her father’s and grandfather’s footsteps. Katherine joined the MCTV team in 2013 as the sales and marketing manager and has held several roles at MCTV — most recently vice president of strategic planning and policy — before being named president in 2019.

Katherine earned her Bachelor’s degree in marketing from Marietta College (OH) in 2005 and her MBA from the Daniels College of Business at the University of Denver in 2011.

Similar to her father and grandfather, Katherine is deeply rooted in, and values the importance of supporting the local communities that MCTV serves. Katherine serves on the boards for several area organizations including the Massillon Public Library, Stark State College Foundation, and the Massillon WestStark Chamber of Commerce. In her free time, she enjoys spending time with her husband, cooking, and playing with her two dogs.

Kimberly Gibson

Kimberly Gibson
Snr. Director Customer Operations
Cable ONE/Sparklight

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.

Ray Lei

Ray Lei
Chief Technology Officer
Shenzhen Topway

Zehn Lei, known as Ray, is the CTO at Shenzhen Topway Network Engineering. He is primarily responsible for the R&D of O&M tools, and the introduction of new technologies. Mr. Lie has seven years of work experience in this position.

Cory Limberg

Cory Limberg
VP, Customer Experience
MIDCO


Cory Limberg is the Vice President of Customer Experience for Midcontinent Communications.

Cory Limberg joined Midco as the Vice President of Customer Experience. Cory is responsible for leading Midco’s strategy to optimize the customer experience in all interactions – to deliver an exceptional customer experience while maintaining a highly engaged workforce. He is an industry leader with a 29-year career centered around the Customer Experience in the E-Commerce and Telecommunications space. Currently Cory enjoys the privilege of working with an incredible group of innovators who are passionate about delivering on the promise of a best in class customer experience organization.

Most recently, Cory was the Senior Director of Customer Care within the West Division of Comcast in St. Paul, MN. While there, he managed a 600-seat Center of Excellence. He was a key contributor in the development and deployment of several major initiatives, including serving as the pilot for a Net Promoter System – later adopted by more than 100,000 employees across the organization. Prior to joining Comcast, Cory was the Senior Director of Global Outsourcing at Yahoo. Along with his technology experience, Cory spent a number of years at Charter Communications and AT&T Broadband.

Maureen Moore

Maureen Moore
Chief Customer Experience Officer
GCI

In her current position, Maureen is responsible for the overall customer experience strategy of GCI. With more than 20 years of telecom experience, she previously served as Vice President of Consumer Services, with marketing and operations responsibility for GCI’s consumer products, including wireless, Internet, cable TV, and wireline services. She also served on the Alaska Broadband Task Force from 2011-2014 which produced a plan for accelerating the deployment and adoption of broadband technology across Alaska. She graduated from Georgetown University with a degree in Business Administration, double majoring in Finance and Management. Maureen is currently based out of Anchorage, Alaska.

Charles Patti

Charles Patti
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.

Adam Ricklefs

Adam Ricklefs
Senior Director, Customer Experience & Billing Services
Cable ONE

Adam has over fifteen years of leadership responsibility with a proven track record of directing multifaceted, multi-million dollar, complex technical and operational teams. He’s a strategic planner with strong analytic skills and a deep background in metrics analysis and process improvement. While at Cable ONE, Adam has established a customer experience department responsible for improving customers interactions with its brand; built a cross-functional, knowledge management data governance strategy; established a customer experience governance board; and initiated an experience assurance program to improve the interactions between associates and customers. Prior to joining Cable ONE, Adam worked for Accenture for over ten years, serving high-profile clients, such as Symantec, Charter Communications, Cox, Cisco, AT&T, among others.

Adam holds a BS in Computer Science from Iowa State University and an Executive MBA from Arizona State University.

Ron Rizzuto

Ron Rizzuto
Senior Fellow
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.

Joseph Rysavy

Joseph Rysavy
Director
Customer Experience Strategy
Midco

Joseph Rysavy is the Director of Customer Experience Strategy for Midco. Joseph joined Midco in 2018 as the Product Manager for Business and MDU product portfolios and was recently promoted into his new role. As the Director of CX Strategy, Joseph is bringing innovative experience design thinking to life by shaping and guiding policies and processes as well as deploying cutting edge technology to deliver best in-class experiences for Midco customers. Joseph is responsible for leading Midco’s strategy to optimize the customer experience in all interactions. Joseph possesses an unquenchable desire for information and is always seeking new and innovative ways to deliver great employee and customer experiences.

Prior to joining Midco, Joseph was the Manager of Strategic Planning and Sales Effectiveness for Comcast in the Greater Chicago Region. Joseph graduated Summa Cum Laude with a bachelor’s degree in marketing and accounting from St. Mary’s University of Minnesota. He earned his MBA with Distinction at Northwestern University’s Kellogg School of Management.

Chris Simmonds

Chris Simmonds
Director, Performance Analysis & Insights
Liberty Global

Chris Simmonds is Director Performance Analysis & Insights working at Liberty Global’s central office in Amsterdam. He’s part of the Central Business Analysis team which is overseeing all Technology and Innovation reporting, Insights and best practices sharing. With this Chris has built up extensive knowledge and insights across Liberty Global Operating companies focussing on CEX, Customer Ops, Product and Network.

Before Central Business Analysis team he worked for Supply Chain within Liberty Global responsible for E2E performance reporting across OpCo’s. And prior to that as Operational Improvement consultant thereby optimizing manufacturing companies.

Mark Snow

Mark Snow
SVP, Consumer Marketing & Insights
CTAM

Mark has been a marketer in the communications and broadband industry for 22 years with experience in marketing strategy, consumer insights, analytics, digital marketing and traditional media marketing. Mark is currently Senior Vice President & General Manager of Consumer Marketing & Insights for CTAM, the Cable Industry’s marketing association. In this role, he leads the MSO Marketing Cooperative, a consortium of the largest cable companies in the United States, Canada, and Europe, with a team focused on consumer marketing, analytics and consumer research. The team leads a number of councils focused on industry best practices and manages the National Mover Marketing Program for its U.S. members.

Prior to CTAM, Mark was VP of Marketing Strategy & Analytics for Swire, a Los Angeles-based boutique advertising agency. Before Swire, Mark was with Cox Communications for eight years, where he held roles of increasing responsibility in marketing. Before joining the Cable Industry, Mark spent seven years in the wireless industry with GTE Wireless, now a part of Verizon.

Mark holds a B.A. degree cum laude in Music History, Theory and Composition from the College of Charleston and an M.B.A. with honors from the Goizueta Business School at Emory University.

Simón Tadeo

Simón Tadeo
Customer Experience Director
Telecom Argentina

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.

Simón 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, Simón assumed responsibility for the creation and integration of the new business processes.

From November 2009, Simón 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, Simón 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, Simón 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, Simón was appointed the Customer Experience Director of the newly-formed company, Telecom Argentina.

Simón holds a degree in Business Administration from the UCA (University Católica Argentina) and studies in Marketing at UCES (University of Business and Social Sciences).

Maria van Dessel

Maria van Dessel
Senior Fellow
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.

Nicole Wininger

Tom Tseki
Director of Customer Care Operations
Blue Ridge

Nicole Wininger is the Director of Customer Care Operations at Blue Ridge Communications. She is responsible for Blue Ridge’s Contact Center Operations, Work Force Management Operations, Inbound/Outbound Sales & Retention Initiatives, Quality Control, Root Cause Analysis, and employee onboarding/learning & development strategy. Nicole’s passion is developing future leaders within the organization and being involved in projects related to CX Strategy so their team can deliver exceptional experiences.

Nicole attended Lehigh Carbon Community College for Business Administration. She is a Certified Professional Coach (CPC) who is also an Energy Leadership Index Master Practitioner (ELI-MP) through the Institute of Professional Excellence in Coaching (iPEC). Nicole is presently working towards her Lean Six Sigma Master Black Belt Certification through Villanova University. She is also a member of both the New York and Philadelphia WICT chapters.

Nicole holds 17 years experience in the Broadband and Cable/Telecommunications industry, proudly wearing the Blue Ridge Colors, since 2004.