C5 | The Cable Center: Cable Center Customer Centric Consortium

AGENDA: C5 Fall 2022

November 9-10, 2022

Venue: Sparklight/Cable ONE, 210 East Earll Drive, Phoenix, AZ 85012
Theme: “Performance Improvement”

As of October 11, 2022

Tuesday, November 8, 2022

TimeActivityPresenters/Chair
06:00—09:00 PM C5 Exec Chairs Dinner Senior Fellows (SFs)
Diane Christman, President & CEO, and Camilla Formica, Chief Program Officer, both of TCC
C5 Exec Chairs

Wednesday, November 9, 2022

ActivityPresenters/Chair
08:15—09:15 AM Breakfast Venue: City Market Deli
3030 North 3rd St (inside Copperpoint)
Phoenix, AZ 85012
09:15–09:30 AM Walk to Cable ONE HQ
Registration at Cable ONE
Cable ONE is located directly opposite City Market Deli (1 min walk). Delegates must register for admittance into Cable ONE. Please have your photo ID ready.
09:30—09:45AM Welcome and Introductions
Induction of C5 Emeriti
Session Chair: Charles Patti & C5 Leadership Team
Inductees: Jana Henthorn (apologies), Steven (Gibbs) Jones, German (Andrés) Piderit, Rob Stoddard, Graham Tutton
09:45—10:45 AM “Inside Learning”: Egg-Timer, Session 1
Sharing of best practice by all C5 MSOs on CX initiatives or challenges
Session Chair: Nicole Wininger
10:45—11:15 AM Break  
11:15 AM—Noon “Inside Learning”: Egg-Timer, Session 2
Sharing of best practice by all C5 MSOs on CX initiatives or challenges
Session Chair: Martin Belogi
Noon—1:00 PM C5 Research Project
Summary of the case histories research on “Drivers of (Broadband) Product Experience Satisfaction”
Presenters: Charles Patti and Maria van Dessel, Senior Fellows, TCC
01:00—02:00 PM Lunch  
02:00—02:30 PM CX Solutions through Technology
Silver Partner, Statflo provides a case example on how targeted, one-to-one messaging can boost response rates and conversion rates while creating a positive CX.
Presenter: Scott McArthur, CRO, Statflo
02:30—03:30 PM “Outside Learning”
Drawing on powerful and telling data, Andres shares his story about the evolution of CX and NPS at Element.
Presenter: German (Andrés) Piderit, Head of Client Operations for US & Canada, Element Fleet Management; Former C5 Exec Chair & C5 Emeritus
03:30—04:30 PM CX Solutions through Technology
Gold Partner, Qualtrics provides a case example on research insights to understand customer satisfaction to better predict retention and loyalty.
Presenters: Simón Tadeo, Customer Experience Director, Telecom AR, C5 Exec Chair, Abhi Ingle, COO and Pablo Talarico, Managing Director for South of Latin American Business, Qualtrics
04:30—05:00 PM Free time – travel to restaurant  
05:00—06:30 PM Cocktail Reception by Sparklight/CableONE
Networking time for C5ers, C5 Partners (Qualtrics and Statflo), and guests, plus a fun activity—be sure to warm up your throwing arm for our inaugural C5 Beanbag Throw Tournament.
Seasons 52 Fresh Grill
Biltmore Fashion Park
2502 E Camelback Rd, Suite 140
Phoenix, AZ 85016
Phone: (602) 840-5252 
06:30—09:00 PM C5 Dinner Presenter: Jane Vukovich, Director, Destination Services, Visit Phoenix

Thursday, November 10, 2022

TimeActivityPresenters/Chair
08:00—09:00 AM Breakfast  
09:00—09:30 AM TCC Update
Diane updates us on the latest changes at TCC, introduce the new courses available at the Intrapreneurship Academy, along with plans to expand TCC’s charge in the CX arena.
Presenter: Diane Christman, President & CEO, TCC
09:30—10:00 AM Association Update
Representatives from CableLabs, CTAM, and NCTA share changes to, or impacts on, our industry from technological, marketing, and legislative perspectives.
Presenters: Mickie Calkins, VP, Strategic Partnerships, CableLabs, Mark Snow, SVP, Consumer Marketing & Insights, CTAM, and Wyatt Barnett, Senior Director, Industry and Association Affairs, NCTA
10:00—11:00 AM Fireside Chat
A moderated conversation with one of cable’s top executives, sharing his viewpoints about the impact of CX in today’s marketplace for Sparklight/Cable ONE and all cable operators.
Moderator: Kim Gibson, Senior Director of Customer Operations, Sparklight; C5 Exec Chair
Guest Speaker: Michael E. Bowker, COO, Cable ONE
11:00—11:30 AM Break  
11:30 AM—12:30 PM Keynote Address
Wenny and Lauren first discuss the importance of trust and introduce the Deloitte HX TrustID platform, used to measure/predict trust and recommended actions for improvement. By way of case studies, they share how Deloitte has piloted HX TrustID within different companies and provide a spotlight on trust in the cable industry.
Session Chairs: Charles Patti and Maria van Dessel, both Senior Fellows, TCC
Guest Speakers: Wenny Katzenstein, Managing Director, Technology, Media & Entertainment, and Lauren Teegarden, Senior Manager, Customer Strategy and Applied Design, both of Deloitte
12:30—01:00 PM “Spotlight on…Sparklight”
Eric provides a brief history about Cable ONE’s journey from a newspaper subsidiary (1986) to its rebranding of Sparklight (2019), and beyond.
Presenter: Eric Lardy, SVP, Operations & Integration, Cable ONE
01:00—02:00 PM Lunch  
02:00—03:00 PM Innovation Showcase
My Claro App – Rodrigo describes how Claro created the mobile e-care app, awarded “Best Design in Latin America” by Fast Company Innovation by Design Awards.
Presenter: Rodrigo Duclos, Chief Digital Officer, Claro Brasil
03:00—03:30 PM C5 Strategy Discussion
C5ers are brought up to date on strategy discussions at the C5 Exec Chair meeting, including C5 Conferences for 2023.
Presenters: Charles Patti and C5 Exec Chairs
03:30—04:00 PM Wrap up and Close Presenters: Charles Patti, Diane Christman, SFs and Exec Chairs
04:00—04:30 PM Free Time | Travel to Hotel  
04:30 PM Happy Hour at Dust Cutters, Renaissance Phoenix Downtown Hotel  

Conference Hotel

Renaissance Phoenix Downtown
50 East Adams Street
Phoenix, AZ 85004, US
Phone: (602) 333-0000

Contacts

  • Maria van Dessel, Senior Fellow
    Phone: (720) 891-6652
    Email:
  • Charles Patti, Cox Chair & Senior Fellow
    Phone: (720) 212-6971
    Email:

C5 Fall 2022 is proudly brought to you by the support of

  • The Cable Center
  • CableOne is now Sparklight
  • Qualtrics XM - The Leading Experience Management Software
  • Statflo
  • Deloitte

Nicole Wininger

Nicole Wininger
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.

Germán Andrés Piderit

Germán Andrés Piderit
Head of Client Operations for US & Canada
Element Fleet Management

Germán Andrés Piderit heads the US and Canadian operations for Element Fleet Management (EFN). As the largest pure-play automotive fleet management company in the world, Element manages over $14.9 billion in assets and 1.4 million vehicles on behalf of clients who want to reduce their total cost of fleet operations.

Germán Andrés’ mandate is to ensure the seamless delivery of Element’s trademark consistent and superior client experience atop the company’s scalable operating platform which recently benefited from a $200M investment. His focus is on the reliable and forward-looking delivery of our services and solutions to commercial clients across all industry verticals. His scope includes vehicle spec. consultation & design, OEM ordering as well as transportation, registration, maintenance, repair, safety and vehicle remarketing.

Prior to joining Element Germán Andrés held several executive positions at Rogers Communications Inc., a Telecommunications provider in Canada, leading large operations in customer service and back office as well as hi-tech innovation in the space of robotics and machine learning. Germán Andrés started his carrier in management consulting servicing clients across North America and Europe.

He holds a bachelor’s in Industrial Engineering from Universidad de Chile in Santiago, Chile, as well as an MBA and Masters in Decision Making Systems from Rensselaer Polytechnic Institute in Troy, NY.

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).

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.

Mickie Calkins

Mickie Calkins
VP of Strategic Partnerships
CableLabs

Currently working as the VP 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.

Charles Patti

Dr. Charles Patti, Senior Fellow
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.

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.

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.

Jana Henthorn

Jana Henthorn
Former President & CEO
The Cable Center

Industry veteran Jana L. 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.

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 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 champion of women in the cable industry, she served on the National Board and Executive Committee for Women in Cable and Telecommunications from 1995 – 2000 and is a charter fellow of the Betsy Magness Leadership Institute. She currently serves on the board of directors of Hunger Free Colorado.

Jana is the recipient of numerous industry awards. Most recently, she was named a Multichannel News 2016 Women to Watch, and one of Cablefax’s 2015 Most Powerful Women in Cable. Other recognitions include induction into the Cable TV Pioneers in 2010; the WICT Rocky Mountain Partner of the Industry award in 2008; and WICT National Chapter Advisor of the Year award in 2012.

Jana graduated from the University of Illinois in Champaign-Urbana and completed her MBA at the University of Denver. Jana, her husband Jim, and their two daughters are long-time Denverites. Jana is a volleyball enthusiast, avid reader and long-distance tandem cyclist.

Wyatt Barnett

Wyatt Barnett
Senior Director, Industry and Association Affairs
NCTA

Wyatt Barnett is Senior Director, Industry and Association Affairs at NCTA. He is responsible for directing technology in NCTA’s Innovation Center – a high-profile space in Washington, DC where we tell policymakers how our industry connects Americans and empowers the future. Previously, Wyatt served in a variety of roles over 16 years in NCTA’s Information Technology shop including network, database and application development responsibilities.

Wyatt resides in Washington, DC with his wife and daughter and graduated Tulane University with a BA in History.

Kimberly Gibson

Kimberly Gibson
Snr. Director Customer Operations
Cable ONE

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.

Rodrigo Duclos

Rodrigo Duclos
Chief Digital Officer
Claro 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.

Diane Christman

Diane Christman
President & 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.

Diane holds a Master’s degree in Mass Communication from the University of Denver and a Bachelor of Arts in Speech Communication from Colorado State University. She lives in Denver with her husband and daughter and enjoys travel, skiing, and reading. She is an aspiring artist and drummer.

Camilla Formica

Camilla Formica, Chief Program Officer, The Cable Center
Chief Program Officer
The Cable Center

Camilla Formica leads experiential programs and thought leadership to empower and embolden industry innovators. In collaboration with The Cable Center team, she delivers on the organization’s mandate to support leaders defining a new era for the industry.

Camilla’s career spans more than 30 years with deep experience cultivating strategic partnerships and creating programs that provide people with the skills and confidence to increase their impact. Previously, she served as Chief Revenue Officer and minority owner at NCTI and drove sales efforts at International Fiber Communications as Corporate Vice President, Sales. She also held leadership roles at Metromedia/WorldCom and ICG. She began her career at Metromedia Communications in Southern California.

Celebrated by the industry for her leadership and mentorship, Camilla was named to the 56th Class of Cable TV Pioneers and was recognized by The WICT Network-Rocky Mountain as Mentor of the Year in May of 2022. She supports women leaders as vice president of that organization and has led and served on NTCA and PACE advisory councils. A breast cancer survivor, Camilla is a Model of Courage for the Ford Warriors in Pink ambassadorship program. She remains a minority owner of NCTI and serves on the company’s board.

Wenny Katzenstein

Wenny Katzenstein
Managing Director, Technology, Media & Entertainment
Deloitte

Wenny Katzenstein is a Managing Director in Deloitte’s Technology, Media & Entertainment practice. With more than 20+ years of entertainment client side experience in the strategy, brand & insights space, she has led key initiatives, processes, and marketing executions for top global companies, brands & franchises including The Walt Disney Company, NBCUniversal, and Sony Pictures Entertainment.

Wenny focuses on helping clients pursue a common mission and identity, while driving growth through global strategies, innovation, and experiences. She brings a unique perspective – combining her expertise from both a consulting and industry view- on the organization, process, strategy, and execution approaches needed to build world class brands. With expertise in brand management, brand development, fan/content monetization and multicultural business strategies, Wenny helps companies build meaningful relationships and experiences with their consumers.

Wenny is active with the women’s executive group Chief, as well as serving on Duke University’s Fuqua School of Business Alumni Council, where she received her MBA. Wenny additionally holds a BA from the University of Delaware and MA from Rollins College. She lives in Los Angeles with her husband Todd, their twin girls, and their corgi, Statler.

Diane Christman

Scott McArthur
Chief Revenue Officer
Statflo

As CRO, Scott leads the company’s Sales, Partnerships and Customer divisions. With over 15 years of experience across consumer retail and technology sectors, Scott’s focus has always been to improve the customer experience through profitable interactions. Prior to joining Statflo, he managed Sales and Marketing teams at Telus, one of Canada’s largest Telecommunications companies, responsible for bringing innovative solutions to the frontline teams in the SMB and Consumer segments. During his career, he has built high performing teams and developed programs that drive engagement and revenue growth.

Eric Lardy

Eric Lardy
Senior Vice President, Operations and Integration
Cable ONE

As SVP of Operations and Integration, Eric is responsible for overseeing the company’s day-to-day operations, acquisition integration and long-term strategic operating plans.

A more than 20-year veteran in the cable industry, Lardy joined Cable ONE as a Pay-Per-View Manager in the Fargo, North Dakota cable system. He was later promoted to Internet Business Manager, launching dial-up and high-speed broadband services. Lardy relocated several times and held a variety of positions in Marketing, Operations, and system General Management before being promoted to Director of New Products and Service Projects in 2012. In 2014, he was named Vice President of Strategy and Finance. In 2017, he was promoted to Senior Vice President, adding oversight of human resources and business intelligence to his responsibilities.

Lardy holds bachelor's degrees in Marketing and International Business from Minnesota State University and an MBA from Arizona State University.

Michael E. Bowker

Michael E. Bowker
Chief Operating Officer
Cable ONE

Mike Bowker is Chief Operating Officer for Cable ONE. He is responsible for overseeing Cable ONE’s daily operations, technology, and residential and business channels.

Bowker joined Cable ONE in 1999 as Advertising Regional Sales Manager. He is a member of the team that successfully launched the commercial sales division and the residential inbound sales call center. Bowker has been a Vice President of Cable ONE since 2005. He was named Vice President of Sales in 2012 and was promoted to Senior Vice President, Chief Sales and Marketing Officer in 2014.

Prior to joining Cable ONE, Bowker was with AT&T Media Services and TCI Cable, where he served in various sales management positions.

A native of Boise, Idaho, Bowker holds a bachelor's degree in Communication from Boise State University and is a graduate of the Stanford Executive Program at the Graduate School of Business at Stanford University.

Bowker currently serves as Vice Chairman of ACA — America’s Communications Association.

Lauren Teegarden

Lauren Teegarden
Senior Manager
Deloitte

Lauren Teegarden is a Senior Manager in Deloitte’s Customer Strategy and Applied Design practice. She takes a human-centered design approach to elevating experience for Technology & Media brands. Lauren works with marketing, customer experience, and strategy organizations to meet customers and employees at their point of need, creating experience changes that build trust and loyalty to drive revenue growth.

Lauren received her MBA from Harvard Business School and holds a BA from the University of North Carolina at Chapel Hill. She lives in Seattle with her husband and son.

Gibbs Jones

Gibbs Jones
C5 Emeritus
Owner (Spartanburg)
ARCpoint Labs

Gibbs is a customer experience executive with over 25 years of customer experience leadership and expertise in the design, optimization and implementation of customer contact operations. Gibbs has combined skill in the human and technology side of customer contact operations, including the procurement and installation of ACD equipment, workforce management and CRM systems. He has directed the start-up of multiple customer contact operations, with industry expertise in consumer electronics, communications, retail, manufacturing, financial services, banking, and direct sales.

Gibbs has over ten years experience in the Cable Industry. Most recently Gibbs was the Senior Vice President of Customer Experience for Suddenlink Communications. Gibbs worked with Suddenlink’s six regional senior vice presidents and the managers of its customer-contact call centers in Arizona, Missouri, North Carolina, Texas and West Virginia to measure and improve Customer Satisfaction through transactional and relationship Net Promoter Programs and JD Power Research Studies.

Gibbs was also responsible for the company’s social media strategy where he made sure Suddenlink was active in the major social networking channels and found new ways to improve customer loyalty in this space.

Currently Gibbs owns two ARCpoint Labs locations. ARCpoint is a leader in the B to C and B to B drug and alcohol testing industry. Additionally, Gibbs has a consulting practice that helps companies improve their customer experience.

Gibbs is a Certified Net Promoter® Associate and has been a speaker at various conferences and is frequently called upon to discuss considerations related to measuring and improving the customer experience, exceptional contact center management, and optimizing the employee experience.

Graham Tutton

Graham Tutton
Head of Client Success
InMoment

Graham is accountable for delivering InMoment technology, insights and advisory services driving ideal outcomes and business impacts for clients. He joined InMoment in early 2020 and has over 25 years of proven, cross-industry experience building, managing, and advising domestic and global organizations to customer-centric, revenue producing, business units.

In recognition of his meritorious service to The Cable Center and C5, Graham was conferred as a C5 Emeritus in 2022.

Rob Stoddard

Rob Stoddard
Retired
NCTA - The Internet & Television Association

Following a career in journalism and government, Rob Stoddard worked for more than three decades in senior positions in communications, public relations, and public affairs serving the cable industry.

Rob's early career found him working as a news assistant at the Washington, DC, bureau of ABC Radio, followed by stints as a news director and correspondent for radio stations in Keene, NH and Springfield, MA. He went on to work as a desk editor and regional executive for United Press International in Boston, before joining the staff of U.S. Senator Nancy Landon Kassebaum (R-KS) as Press Secretary in Washington, DC. His cable career began as Washington Bureau Chief for Cable TV Business Magazine and other telecommunications and defense industry trade publications of Denver-based Cardiff Publishing Company. From there he moved on to lead public relations and corporate communications for the Cable Telecommunications Association (CATA), Continental Cablevision, MediaOne, and AT&T Broadband, then the largest cable multiple system operator in the United States. Rob's career was capped by a 20-year run with what was then the National Cable & Telecommunications Association (NCTA) as Senior Vice President for Communications & Public Affairs. After the association changed its name to NCTA - The Internet & Television Association, Rob became Senior Vice President for Industry & Association Affairs, retiring in January 2022.

Rob is a member of the Cable Television Pioneers as well as the Virginia Cable Hall of Fame. He's been recognized with major diversity awards from the National Association for Multi-ethnicity in Communications (NAMIC) and the Washington, DC / Baltimore Chapter of The WICT Network. He also has been inducted into the PRNews Hall of Fame. He proudly represented NCTA as a member of the industry Customer Care Committee (now C5) for nearly 20 years, from its inception at NCTA through the stewardship of CTAM and finally its permanent home at The Cable Center. In recognition of his meritorious service to The Cable Center and C5, Rob was conferred as a C5 Emeritus in 2022.

Jane Vukovich

Jane Vukovich
Director, Destination Services
Visit Phoenix

Jane Vukovich joined Visit Phoenix in 2019 as Director of Convention Services after more than 28 years in the Hospitality industry specializing in Events Services and Catering Sales. Jane spent 25 of those years working for Hilton Hotels in Chicago, Portland and Phoenix and had the privilege of working at the iconic Palmer House and Hilton Chicago and Towers. From Corporate events to luxury Weddings, Jane has experience in planning and executing high-quality meetings and events and extensive experience in all aspects of hotel event management.

Jane received a BA in Hotel, Restaurant and Institutional Management from Michigan State University and was President of Hospitality Industry Professionals in 2007. Jane holds an active Real Estate License in Arizona, enjoys competitive Ballroom Dance and Wine tasting.

Pablo Talarico

Pablo Talarico
Managing Director for South of Latin American Business
Qualtrics

Passionate about Experience Management (XM), Pablo Talarico is the Managing Director for South of Latin American Business for Qualtrics since October 2019. With 18 years of professional history building high performance multidisciplinary teams in Customer Experience Management and Computer Software companies as SAP, Oracle and Teradata, he has contributed to help organizations in Latin America to succeed in a dynamic world.

Pablo is a strong sales professional skilled in Solution Design, Enterprise Software, Partner Management, Go-to-Market Strategy, People Management, and Experience Management. He holds a Bachelor degree in Economics from Universidad de Ciencias Empresariales y Sociales, and MBA for Business Administration from Universidad del CEMA.

Abhi Ingle

Abhi Ingle
COO Revenue Operations, Pre-Sales, Industry
Qualtrics

Abhi Ingle is the COO at Qualtrics and engages regularly with customers in the telecommunications and high tech industry. Prior to Qualtrics, Abhi was a senior executive at AT&T. He led the advanced products organization, ran channel marketing across enterprise, public sector, and SMB and drove distribution strategy. He had the privilege of working with an incredibly talented set of pioneers and digital visionaries as the founding CRO for mobile solutions and tackling digital transformation as Chief Digital Officer, AT&T Business. Abhi has over 25 years of operating experience, with a specialization in go-to-market functions across sales, marketing, product, and partnerships.