Jeannie Diefenderfer is senior vice president of customer care and operations for Verizon's global enterprise unit, a position she has held since December 2010. She leads a 10,000-member organization responsible for delivering a differentiated customer experience to serve the unique requirements of Verizon's enterprise, mid-market, government and wholesale customers around the globe. Her team focuses on operational excellence to ensure customer commitments are met with flawless execution, including service ordering, provisioning, assurance and overall customer care via the company's service and solutions desks.

John Bowden, Senior Vice President of Enterprise Customer Care for Time Warner Cable is responsible for all customer care interactions for the $19B revenue communications provider. In this capacity John leads the enterprise level strategy and execution teams associated with Technical Support and Customer Service contacts. Prior to joining Time Warner Cable John was SVP Customer Support at EarthLink. Prior positions include four years of independent consulting to both US based and India based companies, SVP Operations for APAC Customer Services, VP Consumer Sales and Service for Ameritech (now part of AT&T) and VP Consumer Sales and Service for MCI. John's early career included positions in Finance, Marketing, and Sales.

John was graduated from The Ohio State University with a B.A. degree in Accounting 1977 and from Golden Gate University with an MBA in Finance 1983.

Jeff Russakow is the executive vice president of Customer Advocacy for Yahoo! Inc. In this role, Russakow has global responsibility for all of Yahoo!'s customer support functions including consumer care, small business, advertiser operations, and search network quality. In addition, Russakow and his organization drive initiatives to continually enhance the Yahoo! consumer, advertiser, and publisher experience.

Before joining Yahoo!, Russakow served in executive management roles at Symantec, including leadership for global enterprise support services, global services product management and solutions engineering, and corporate strategy. While at Symantec, Russakow played a key role in raising customer support satisfaction to record levels.

Prior to Symantec, Russakow was vice president of worldwide sales operations and customer support at Adobe Systems. Russakow served as vice president of strategy and field operations at SAP America before his transition to Adobe Systems and began his career at McKinsey & Company. Russakow is an executive board member of the Technology Services Industry Association (TSIA). He holds a Bachelor of Science degree in mechanical engineering from Princeton University, and Master's and PhD degrees in mechanical engineering from Stanford University.

With 29 years of telecommunications experience spanning three continents, Carol rejoined TELUS in 2009 as Senior Vice-President – Client Experience in support of consumer contact centres across Canada and in 2011 accepted the newly created role of Senior Vice President – Customers First Culture. Carol ignited passionate customer advocacy across TELUS with the launch of Customers First in 2010 and is now the driving force behind the evolution of TELUS' corporate culture to deliver on the future is friendly® to clients.

Her career has taken her from TELUS in Canada to British Telecom (BT) in the U.K. to Bharti Airtel in India, and now back to TELUS—all very different markets and scales of operations. With senior roles in sales, service and business unit management, Carol has managed change through deregulation, labor relations and rapid technological innovation, all while producing superior results for customers. As the past Chair of the CCA (U.K.'s contact center association), Carol is a recognized expert in contact centers and customer experience design, from conceptualization and build to managing all aspects of customer service.

Prior to rejoining TELUS, in 2006, Carol accepted an invitation to work with India's largest private telecoms provider, Bharti Airtel, as Director, Customer Service. The role included carrier, corporate, business and consumer operations for wireline and wireless. During her 18 months in India, she implemented several major systems, including CRM, and managed six outsourcing partners. Airtel grew from 26 million mobile customers to more than 60 million in the same period and today boasts more than 100 million customers.

Before Airtel, Carol worked in the U.K. with BT running their newly formed telemarketing operation of 7,500 people serving 22 million customers. She then moved to Customer Service, including sales, service, repair, operator services and directory assistance, leading a workforce of 18,000. By 2002, Carol was asked to lead BT's largest customer management transformation program which saw the consolidation of 150 call centres across 104 locations to 33 centers, as well as a business acquisition and the addition of two offshore operations in India. The program reduced BT's customer contact operating costs by £150m in three years. Most important, customer satisfaction improved during the same period.

Carol ran the transformed operation for the next two years before accepting the role of Managing Director, 21st Century Customer Experience—an initiative designed to leverage next generation network investment across BT's wholesale, global and retail lines of business. She also worked with BT Global Services team providing operational insight to ICT solutions for major organizations in utilities, finance and other service intensive industries.

In addition to her position as former Chairperson of the U.K. Call Center Association, Carol was a board member NSPCC and a trustee of ChildLine, other U.K.-based organizations dedicated to the prevention of cruelty to children.

Carol is a graduate of the marketing management program from the British Columbia Institute of Technology (BCIT). Her career honors include BT Leadership Awards (2001 & 2003), Canada's Top 40 Under 40 (1997), Marketing Executive of the Year (1996), and Who's Who of Canadian Women (1995). At TELUS, her passion is to make customer experience a competitive advantage.

Kathryn joined Coinstar in February 2007 as vice president, customer support. In 2009, she was promoted to her current role and oversees the entire customer support function for the company's Coin and DVD businesses. Prior to Coinstar, Kathryn served in various leadership positions at Bank of America, including senior vice president of its customer service site in Seattle.

David Thornton is an Executive responsible for Bank of America's Home Loans Executive Customer Relations organization. In this role, he is responsible for managing customer interactions on behalf of leadership through multi-state operations. As part of the overall Customer Experience strategy, David oversees the team focused on Home Loans Social Spaces Servicing which uses the @BofA_Help handle on Twitter to proactively identify and resolve customer questions and concerns.

Jim Moloney was appointed General Director, Customer and Relationship Services (CARS) for GM Customer Care and Aftersales (CCA) on Aug. 1, 2010. In this role, he is responsible for all of the Customer & Dealer Assistance Centers for GM in the US. Specifically, he is responsible for resolving customer & dealer concerns and strengthening their relationship with GM. Jim has been charged to transform the CARS Business Model to provide pro-active service to GM’s customers and 4,500+ dealers/distributors; and to appropriately leverage the existing communication media (e.g. self-service, phone, email, white mail, fax and web chat/social media). With seven domestic and international contact centers supporting 10 million plus interactions annually, Team CARS and their agents are uniquely positioned to enrich relationships and drive a connection between the field, dealers and numerous internal stakeholders, which will result in making it profitable and easier to do business with GM.

Prior to his current role, Jim served as General Director of Marketing for CCA, formerly known as GM Service & Parts Organization (GMSPO), where he was responsible for the marketing of all of GM’s Aftersales brands encompassing SPO including GM Parts, Goodwrench, GM Accessories, GM Performance Parts and ACDelco. Jim led the strategy of the new Certified Service brand after several years of rejuvenation of GM’s iconic Goodwrench Service Brand, he orchestrated SPO’s immersion into the Digital Marketing space and extended ACDelco’s Brand appeal for GM and its distribution partners globally. Additionally, he was a member of the Global Automotive Aftermarket Strategy Board (AASB).

Jim began his career in 1985 as a district manager for the former GM Parts Divisions (now GMSPO GM CCA?) in Jacksonville, Florida. After a variety of field sales positions, he was named accessories product specialist in 1993 and relocated to Detroit, Mich. Three years later, Jim was promoted to Assistant Brand Manager, Aftersales for GM Europe in Russelsheim, Germany and in 1998 was appointed their Manager, Aftersales Brand Team. In 2000, Jim was promoted to the position of Director, Dealer Network Development, GM Europe. Upon repatriation in 2003, he was appointed Director of Marketing for GMSPO’s Accessories Business Channel until August 2005 when he became SPO General Director of Marketing.

Jim is a three-time winner of the GM Chairman’s Award, received his Bachelor of Science Degree in Business Administration from Central Michigan University in 1985 and his Master of Science Degree in Administration from Central Michigan University in 1989. He also completed the Program for Executive Development at the prestigious International Institute for Management Development (IMD) in Lausanne, Switzerland in 2000. A resident of Clarkston, Mich., he is married to Elaine and is the father of four children.