Frank Eliason
Director of Digital Care
Comcast
@comcastcares

Frank is the director of Digital Care for Comcast and has been involved in Customer Service in one way or another for the past 20 years. What started as a simple idea – 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, and Frank’s work has been recognized by ABC News, New York Times, Business Week, and many others. Frank 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. Franks model of interacting with customers online has become a case study for corporations worldwide.

Eric Ketzer is the Communications Manager for Charter Communications Social Media Outreach Team, Umatter2Charter. Previous to this role, Eric has worked as a Process Analyst, Training Specialist, Escalations Supervisor, and a Customer Care Agent handling Billing, Sales, & Retention. He has been in the Telecommunications Industry for 9 years. Eric holds a Master’s in Corporate Communications and a Bachelor’s in Industrial Psychology from Lindenwood University. Off the clock, Eric is a performing Singer/Songwriter and Poet, as well as a Social Media junkie, bowler, and avid watcher of SYTYCD and a variety of Teen Dramas (Friday Night Lights, Gossip Girl, One Tree Hill, etc.).

Rob Kennedy
President & Co-COO
C-SPAN
@Rob_Kennedy

Rob Kennedy is President & co-Chief Operating Officer (COO) of C-SPAN, and shares responsibility for day-to-day operations at the nation’s eighth largest cable television network. He’s held this position since December 2006, after serving as Executive Vice President and co-COO since 1995. Prior to that, he was C-SPAN’s Vice President of Business Affairs and Senior Vice President.

Rob has worked in the cable industry his entire career. He brought to C-SPAN experience at both the corporate and system levels of cable television operations. Rob was Vice President of Marketing and Programming at General Rochester Cablevision in Rochester, NY, formerly a Time, Inc. company. Earlier, he worked at the corporate offices of Chicago-based Centel Cable Television Company.

Rob had an important role to play in C-SPAN’s earliest days, when Jack Frazee, the CEO of Centel Cable tasked Rob with writing the first business plan for the start-up cable network. At the time, Mr. Frazee was serving as board chairman for C-SPAN, which is a public service created by the nation’s cable television operating companies.

Rob is a native of Springfield, IL, Abraham Lincoln’s hometown and the state capital, which gave Rob a lifelong interest in politics and history. He is a 1978 graduate of the University of Illinois (Illinois basketball is another passion). He has also earned an MBA from the University of Chicago.

Rob is active in the cable industry. Since 1995, he’s been a board member of the Emma L. Bowen Foundation for Minority Interests in Media, which creates mentoring opportunities for minority high school students in cable and broadcast companies. He is also a director of the C-SPAN Education Foundation.

Rob and Cynthia Kennedy are Virginia residents and the parents of three children.

Crista Scibelli,
Manager, Advertising & Branding
WE tv
@wetv

Crista Scibelli is the Manager of Advertising and Branding at WE tv. Aside from consumer campaign management, in this role she is also responsible for managing the execution of social media strategies and initiatives for the channel. Crista has previously held positions with SyFy channel, Lifetime Networks and MTV Networks. She received her degree in TV and Film Production from the SI Newhouse School of Public Communications at Syracuse University.

E.B. Moss
Principal
Moss Appeal
@mossappeal

E.B. Moss is an award-winning marketer/writer/producer for both mainstream and "green" companies. Her 19+ years of experience includes creating brand-driven promotions and business messaging that has been lauded for innovative approaches and customer-centric thinking. She is a frequent speaker and press source on topics from using new media for effective marketing to business greening.

Moss Appeal™, established in 2001, has created marketing programs that have varied from B:B campaigns for TV Guide and TV One, to collateral and sweepstakes for USA, AMC, and YES Networks, to social media marketing for CatalystWeb software and Williams & Williams Real Estate Auction Company. Additional clients that have relied on Moss Appeal have ranged from Fox Cable Networks, Teen Vogue, and Cablevision, to TrackPack Coolers and others.

Moss Appeal Green™ was added in 2006 to focus on promoting companies’ pro-social and environmental contributions – from training employees in sustainability to “greening” their campaigns. Moss Appeal Green created the Delta Energy site (www.deltaenergy.com), designed collateral for HealthiNation and NYC's School for the Urban Environment, and produced sponsorship materials for GreenDrinksNYC.

Moss launched the sales marketing departments at Lifetime Television, National Cable Communications and Food Network prior to creating Moss Appeal, and began her career as a copywriter and journalist and voice talent.

Speaker and panelist engagements for E.B. Moss have included The New School University, The Alliance for Community Television, Brookdale Community College, Children's Aid Society, SPARK forum for designers, and Cable Advertising Bureau and Cable Television Marketing Association’s conferences. She is a member of Women in Cable/Telecommunications, GreenEdgeNYC, GreenLeaders, CTAM, and NAWBO, and served as a mentor with the New York City Board of Education.

Moderator:
Michael Grebb
Executive Editor
CableFAX Daily

Michael has written extensively about the cable industry, telecommunications, the internet, and general information technology and business issues for more than a dozen years. His writing has appeared in Wired, Wired News, Business 2.0, Silicon Alley Reporter, Upside, Forbes, Variety, Billboard, Bank Technology News, U.S. Banker, Wireless Week, CableVision magazine and Multichannel News, among others. His expertise includes consumer electronics, the media, the music industry, e-commerce, B2B/e-business, interactive television, online marketing, broadband/telecom infrastructure, and regulatory and legislative issues. Also a musician and songwriter, Mike’s first solo record, Resolution, was released in February 2005.