VP, Corporate Accounts North America
High-tech executive specializing in innovative technologies to help Fortune 500 Companies deliver superior customer experiences in their contact centers and thru digital engagement.
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 everyday 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.
Currently working as the Director of Co-Innovation & Prototyping 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 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.
SVP, Customer Care & Billing Management
SVP, Programs & Development
The Cable Center
As part of The Cable Center's senior leadership team, Diane is responsible for creating, cultivating, and maintaining strategic relationships and partnerships between The Center and its financial supporters, as well as positioning the organization via marketing and public relations. Diane oversees business development and fundraising strategy, brokers revenue-generating programs, leads the Development Committee in its work with key donors, and oversees The Center's brand and public outreach.
Since she joined The Cable Center in 2006, Diane has been responsible for creation of The Center's $10 million Chairman's Fund endowment campaign (approaching completion); partnerships supporting The Center's Cable Mavericks Lecture Series, Cable Mavericks Masters Forum, and Customer Experience initiatives; increasingly successful Cable Hall of Fame events; and organizational re-branding.
Diane holds a Masters degree in Mass Communication from the University of Denver and a Bachelor of Arts in Speech Communication from Colorado State University.
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.
Chief Communications Officer
Anne has a wide array of leadership responsibilities, playing a key role in executing CTAM’s mission to deliver best-in-class consumer experiences through collaboration. Specifically, Anne co-leads MSOs and content providers in extensive Mover Communications and TV Everywhere initiatives, oversees the biannual TV critics tours of the industry’s finest orginal content, guides all CTAM PR and member marketing efforts, and serves as strategic advisor to the CEO, Vicki Lins.
Throughout her more than 20 years in the industry, Anne has remained deeply committed to aligning communications and marketing for greater impact and a stronger collective voice in the marketplace. Her most recent efforts in this area include developing and securing commitments from CTAM leadership to implement a long-term plan to shift consumer perceptions of the industry.
Anne joined CTAM in 1999, after a decade as an executive with a D.C.-based communications agency and eight years as a professor of acting. She holds a B.A. and M.A. from Indiana University.
SVP, Customer Service & Financial Operations
Tapan Dandniak has 16 years of experience in the cable industry and is Senior Vice President of Customer Service and Financial Operations for Mediacom Communications (MCC), serving over 1.3 million customers. In 2013, he also assumed responsibilities for our centralized field support operations. As a member of the MCC’s senior leadership team he is responsible for broad-based strategic planning, financial analysis and business requirements development for Mediacom’s residential video, high-speed online and landline phone services. Prior to that time, he was MCC’s Group Vice President, Financial Operations since July 2007 and MCC’s Vice President, Financial Operations since May 2005.
Before joining MCC, Tapan served as Director of Corporate Initiatives, Manager of Corporate Finance and as a Financial Analyst for RCN from July 2000 to April 2005. Tapan began his career in India working for Ingersoll-Rand as a Product Engineer where he was first introduced to process and operations. He began his career in cable at RCN Corp in June 2000 where he started in the Corporate Finance department as a financial analyst. In his final role at RCN he reported to the CEO as Director of Corporate initiatives.
Tapan was the recipient of the Chairman’s Leadership and Development Award in 2008, the National Cable & Telecommunication Association’s Vanguard Award for Young Leadership in 2012 and serves on The Cable Center Customer Centric Consortium (C5).
Tapan is a Certified Financial Analyst, earned his MBA with honors from the Australian Graduate School of Management in Sydney, Australia and also holds a bachelor’s degree in mechanical engineering from L.D. College of Engineering in India.
John Del Viscio
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.
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.
VP, Client Experience
Scott Fairchild is VP - Client Experience for Spectrum Enterprise. In his current role, Scott leads a team that works across the Spectrum Enterprise organization to support delivery of a premier client experience. The team gathers client feedback then facilitates changes to the business that are designed with a client-centered mindset. As part of this, his team also designs, develops and supports Spectrum Enterprise portals, using continuous client feedback to shape the online experience. Scott’s career has spanned nearly 25 years in cable - leading teams in product development, strategy, marketing and customer experience.
Exec. Director, Customer Care
VP, Strategic Planning & Policy
Katherine Gessner is the Vice President of Strategic Planning and Policy for MCTV. She is responsible for implementation of the company’s strategic plan and works closely with all aspects of the company’s operations. Prior to her current role, Katherine served as MCTV’s Sales & Marketing Director where she was responsible for overseeing the marketing, commercial sales and the Safeguard home security sales teams. She is the granddaughter of MCTV founders, Richard and Susan Gessner, and the third generation to work at the family-owned company. Katherine holds a BA from Marietta College (OH) and an MBA from the Daniels College of Business at the University of Denver.
SVP, Sales & Business Services
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’s 42 systems and three inbound call centers. Kim has responsibilities for over 300 Cable ONE associates.
She joined Cable ONE in 2004 as Office Manager of Cable ONE’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’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’s local markets.
Prior to joining the Cable ONE 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.
President & CEO
The Cable Center
Industry veteran, Jana Henthorn, took the helm of The Cable Center as President and CEO on January 1, 2016. She has been part of The Center’s leadership team since 2004. Jana brings more than 30 years of experience from all corners of the industry to her position. Prior to The Cable Center, she managed the network sales team for 16 states and two regional offices as Vice President of Affiliate Sales for A&E Television Networks. She also served as Vice President of Operations and Service Fulfillment for Jones Intercable, one of the top 10 cable distributors until its acquisition by Comcast in 1999. While at Jones, she managed local cable operations in Wisconsin and Florida.
A nationally recognized advocate for customer experience, Jana led The Center’s Customer Experience Central initiatives, including the Cable Center Customer Centric Consortium (C5). The C5 consortium of executives from the largest operators in North America and Europe focuses on expanding industry knowledge and leading new approaches to customer care. Jana directed the industry’s first customer care metrics study, and also reinvigorated The Cable Center’s valuable Oral History Program.
Jana graduated from the University of Illinois in Champaign-Urbana and completed her MBA at the University of Denver.
Chief Technology Officer
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.
VP, Customer Experience
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.
VP, Customer Experience Liberty Global Operations
Mel has been in the care industry for over 20 years. She has worked on both sides of the fence, outsourced and in house operations, considering herself fortunate to have worked with some of the biggest 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.
Director, Customer Care
Ann Montgomery had held a variety of senior operations positions in the cable television and telecommunications industry for over 20 years. She served on the Board of Trustees (for 6 years) as the Chair for Women in Cable and Telecommunications (WICT) Foundation, and is a valued contributor to multiple industry associations and legislative committees directing customer service standards for the industry and telecommunications providers. She is currently the Director of Customer Care for Liberty Global based in Amsterdam, Netherlands. Within this role, she also oversees a transformational Future Customer Contact Center integration within the Liberty Global footprint.
Her last US cable position was as Regional Senior Vice President of Comcast Cable Communications, Inc. In this role, she was responsible for the Southwest Region, where she led the company’s cable operations for Texas, New Mexico, Arizona and Southern California representing over 1.4 million cable customers. Prior to joining Comcast in 2002, Ann worked for Adelphia Communications Corporation, where she served for two years as Senior Vice President of Operations.
For over a decade, Ann served as Executive Vice President of Fulfillment Services and Operations for AT&T Broadband, in Denver, and its predecessor company, Tele-Communications, Inc. (TCI), where she oversaw all customer care and field operations. She formally served as Senior Vice President of Customer Operations and Vice President of Customer Billing Systems with TCI. Originally from Louisville, Kentucky, she began her cable career as a conversion consultant for American Express Cable Service Group. Joining TCI as Office Manager for TCI in Boulder, Colorado, she developed experience in customer service and care, leading to positions in customer service, training and call center management for the company’s Denver region.
Ann holds a Bachelor of Science degree in business administration from Regis University in Denver, Colorado. She has attended the University of Denver where she continues to seek higher education to stay current in the broadband industry.
Ann is a recipient of several industry awards and honors, including her selection to WICT’s Betsy Magness Leadership Institute program in 1994 and her recognition as the organization’s 1999 Accolade, “Woman to Watch” award. Ms Montgomery also received the 2001 Cablevision Magazine/WICT “Wonder Woman” honor for her achievements in the industry. Her pinnacle of career and industry success was achieved in May 2004, where she was awarded the coveted “Vanguard Award for Cable Operations Management”.
Chief Customer Experience Officer
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.
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, Customer Service, Planning & Delivery
As Vice-President of Rogers Customer Care, Andrés leads the Customer Care organization for the consumer segment. He leads 5500 employees and partners in multiple sites coast to coast across Canada, servicing Rogers customers across voice and digitally assisted channels. In his previous role at Rogers, as Vice-President of End-to-End Customer Operations, he has led portfolios that simplify complex operating environments, streamline go-to-market activities, billing and payment portfolios, and improve the customer experience.
Prior to Rogers, Andrés worked in management consulting, specializing in field operations, performance management and deployment of large billing, CRM and provisioning systems throughout North America and Europe. Andrés is also the founder of a hi-tech venture focused on leveraging 3D gaming technologies to deliver immersive learning experiences to large workforces.
SVP, Marketing & Customer Experience
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.
Senior Net Promoter Program Manager
Amanda Schotzko joined Midco in 2014 and currently serves as Sr. Net Promoter Program Manager. She and her team are leading the efforts to bring the voice of the customer and voice of employees into every conversation at Midco. Her passion has always been in helping people and delivering an unforgettable customer experience.
SVP, Consumer Marketing & Insights
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.
SVP, Industry & Association Affairs
Rob Stoddard is Senior Vice President, Industry & Association Affairs, for NCTA – The Internet & Television Association, the principal trade association of the cable telecommunications industry. He oversees the association’s public affairs efforts, member relations, industry events, and other special projects. Prior to assuming the Industry & Association Affairs role, Stoddard led Communications & Public Affairs for NCTA for more than 15 years, with management of the Association’s media relations efforts, industry-wide public affairs programs, social responsibility initiatives, and promotion and publicity for NCTA events and activities.
Before joining NCTA in 2002, Stoddard 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 (C5).
Rob is a former President of the Association of Cable Communicators; former Chairman of the Board of Cable Positive, which for two decades was the cable industry’s foundation for AIDS awareness and education; and formerly served on the national Board of Directors of the WICT Foundation. A member of the Cable Pioneers Club, Stoddard also has been inducted into the Hall of Fame of the Virginia Cable & Telecommunications Association. He is a recipient of a lifetime achievement award from the T. Howard Foundation for support of diversity; the “Friend of NAMIC Award” from the National Association for Multi-ethnicity in Communications (NAMIC); and the President’s Award from the Cable Television Public Affairs Association, for outstanding contributions to cable industry public affairs. Rob also has been recognized as a “DC Influencer” by PR Week Magazine. A native of suburban Philadelphia, Rob is a graduate of The American University in Washington, D.C.
Customer Experience Director
Simon 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, NPS Operations
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.
VP, Customer Experience Operations
Scott is responsible for leading Cox's customer care organization. He provides vision, direction and strategy for the company's traditional customer-serving infrastructure as well as emerging self-service customer tools. Scott possesses a valuable tandem of leadership and operational experience that will be an outstanding addition to our customer care operation. His knowledge of call center operations and his experience in supporting current and emerging communications and entertainment services are exactly what we need to continue our tradition of customer service excellence.
Prior to joining Cox, Scott served as Vice President of Resource Planning for EARTHLINK where he oversaw the operational functions of the customer service operation. Previously, he served as Senior Director of Call Center Operations for Sprint PCS.