Since the merger with DirecTV, Jones and her team have worked to provide customers with a simple, personalized, seamless and secure experience. She believes it’s the customers who define and drive programs and investments needed to provide the premium experience. For example, Jones’ team created speech recognition technology that allows customers to speak in natural sentences when describing why they’re calling. Asked what the biggest story in cable is right now, she says, “The numerous stories related to the emergence of over the top offerings and the exponential growth of mobile video are radically changing the landscape of entertainment and content.”