Q : What are you most focused on during your first year as president of Cox Communications ?
A : We will continue putting our people first — that will never change . I have a deep personal commitment to equal opportunity for all , and this includes equal access to personal development and career opportunities .
No doubt , it ’ s an exciting time to be at Cox . I , along with the entire leadership team , am focused on an ambitious growth plan . By the year 2030 , we ’ re going to serve 8 million customers — that ’ s 1 million more than we have today — and we ’ re going to get there by putting the customer experience at the forefront of our actions and decision-making .
Plus , we ’ re going to be a force multiplier for our aim to empower 34 million people to live more prosperous lives by the year 2034 . We will provide more digital equity , create opportunities for lifelong learning , develop employment skills , encourage social equity and improve our environment . There are many fulfilling ways to get involved , and I encourage everyone to lean in , find like-minded colleagues and participate . Life is short . Make a big impact !
Q : What can every team member do to ensure the company is successful ?
A : Get closer to our customers . When you spend time with our customers , listen with the intent to understand what ’ s in their hearts and minds . It will be an investment that keeps us grounded in market reality , inspires better value propositions and ignites stable growth over time . Whenever we make decisions , we need to think from the outside in — start with the customer in mind and then work toward a solution .
Q : How has COVID-19 reshaped the way we do business ? What lessons have we learned ?
A : We learned how quickly we can pivot and the value of agility . What was accomplished in a short amount of time to continue serving our customers and keeping our employees safe was nothing short of incredible .
We accelerated efforts to launch Mobile ICE , a mobile workstation that empowers sales employees to serve customers both inside and outside our store locations ; and Help Lightning , a smartphone app that allows our technicians to handle service requests remotely through augmented reality . Plus , we accelerated our Easy Connect self-install kits , which helped customers get connected without a technician visit .
Not only did these measures address our top priority of keeping our employees safe , but they kept customers ’ needs in mind . We never lost sight of the customer throughout the process .
Mark met with Cox Communications employees from across functions and markets during his listening tours .
Q : We just completed the Segra acquisition . Where might we see a focus on future growth in terms of acquisitions ?
A : The Segra acquisition represents our ongoing focus on strategic infrastructure investments and continued commitment to the business services market . We ’ ll continue to hunt for smart fiber acquisitions as part of our strategy for future growth by making more investments ahead of the industry curve .
Q : You ’ ve been known for a lot of things during your successful career … including your great accent ! Tell us a little about your journey that brought you to the U . S .
A : I was born in the Archway section of London , and grew up in a market town called Royston , Hertfordshire , where I flourished alongside my identical twin brother . While at the London School of Economics , I fell in love with a captivating American and I followed her to the United States . We ’ ve been married for 35 years and we have three wonderful adult children . Proposing to Caroline was the best decision I ’ ve ever made !
Q : How would you describe yourself as a leader ?
A : It may come as no surprise to some — I ’ m an “ energy amplifier ” and delight in building teams of talented professionals , making the seemingly impossible happen . I believe if you put good energy out , you get good energy back . I strive to cultivate an uplifting environment where every employee can succeed and be their best . We all have dreams — whether personal or professional — and I want to help all of us get one step closer to achieving those dreams .
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