Jana is SVP of Programs and Education at The Cable Center. She is responsible for conceptualizing and executing programs that showcase the societal contributions of the cable industry and preserve cable¹s heritage.

Her department focuses on working with universities across the nation on programs as diverse as customer care, programming content and new media. She also oversees educational outreach about the cable industry through events, screenings and exhibits.

Prior to joining The Cable Center, she served as VP of Affiliate Sales, Western Region, for A&E Television Networks, where she led the network sales team in 16 states and two regional offices.  She managed the corporate accounts for three of AETN¹s top six distributors: AT&T, DirecTV and EchoStar.

Prior to that, Henthorn was VP of Operations and Service Fulfillment for Jones Intercable, a top ten cable distributor until its acquisition by Comcast in 1999.  She led the strategy for deployment of the first national call center for Jones and directed process improvement teams resulting in improved customer service metrics for the company. In her operational role, she was responsible for P&L performance of 13 cable systems and more than 300,000 customers.

Gibbs Jones is a customer experience executive with particular expertise in the design, optimization and implementation of customer contact operations. He possesses over 17 years of customer experience leadership. 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. Gibbs 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 joined Suddenlink in August 2008.  Before assuming his current position, Gibbs was head of Global Service Connections, a management consultancy practice. There, he advised and worked directly with media and communications clients, including Suddenlink, to improve the experience and loyalty of customers. Gibbs now applies his expertise and leadership exclusively to Suddenlink operations. He works with the company's six regional vice presidents and the managers of its major customer-contact Call Centers in North Carolina, Texas and West Virginia.

In 2009 Gibbs assumed responsibility for Suddenlink’s social media strategy.  Suddenlink is active in the major social networking channels and continues to find new ways to improve customer loyalty in this space.

Prior to joining Suddenlink, Gibbs managed customer contact operations for Tupperware, Comcast and Capital One Financial.  The operations Gibbs has managed have won numerous awards for outstanding customer service including: Tupperware’s Worldwide Award for Operational Excellence, Planet Feedback’s Best Service Companies Award, and the IEX IEXcellence Award for Outstanding Workforce Management.

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

Frank Eliason is a senior director for Comcast’s national Customer Operations. He has been involved in customer service in one way or another for the past 20 years.
What started as a simple idea by Eliason and his team – talking to customers in real time on Twitter – has become well known as an innovative use of social media for customer service. Taking the approach of asking ‘Can we help?’ has created new communication channels for customers and an improved customer experience for Comcast subscribers. Eliason’s work in this area has been recognized by ABC News, The New York Times, Business Week and many other media outlets.
He and his team monitor and respond to customer posts on a variety of online channels and spend each day reviewing 6,000 blog posts and more than 1,000 Tweets. His model of interacting with customers online has become a case study for corporations worldwide and is being adapted by other cable operators.

As Executive Director of CSG’s Product Strategy team, Chad contributes to the pursuit of new areas of development for CSG.  Most recently, Chad has focused on the emergence of free-form content and its influence on the cable and satellite community as well as the impacts these new business models introduce to the BSS/OSS infrastructure currently in place. 

Over the past 10-years Chad has worked in various Product Management capacities where, most recently, he led strategy for CSG Customer Care product portfolio specifically focused on call center and web applications.  During that tenure, he introduced a number of applications that helped CSG clients grow electronic adoption of bill presentment and payment through a multi-faceted strategy and new workflows to streamline call center operations. Prior to his work at CSG, Chad worked in the financial market for CIBC Oppenheimer as a market analyst.