Donna Fluss is President of DMG Consulting LLC. For more than three decades she has helped emerging and established companies develop and deliver outstanding customer experiences. A recognized visionary, author and speaker, Donna drives strategic transformation and innovation throughout the service industry. She provides strategic and practical counsel for enterprises, solution providers, and the investment community. Paula Bernier is Executive Editor at TMC where she writes, edits and manages editorial content for INTERNET TELEPHONY, CUSTOMER and M2M Evolution magazine. Bernier was formerly editor in chief of xchange magazine, where she worked for more than 11 years. She's also acted as a senior writer for Inter@ctive Week. Bernier got her start in telecom at Telephony magazine, where she spent nearly five years, leaving as the news director. Bernier also has been on the reporting staffs of various mainstream daily and weekly newspapers in Iowa, Minnesota and South Carolina.