Mark Dunkerley, Chief Information Security Officer and Vice President of Enterprise Technology Services at Coca-Cola Bottlers’ Sales & Services Company (CCBSS), recently joined host Bradd Busick on “The Savvy CIO” podcast for a conversation about the financial and operational challenges shaping today’s technology landscape.

During the episode, Mark discussed the hidden costs that can quietly erode IT budgets, including cloud sprawl, unused tools, lingering artificial intelligence pilots, emerging token-based AI pricing models, and the ongoing expense of legacy technology and technical debt.

He also shared how effective chief information officers and chief information security officers are moving beyond traditional organizational silos. By aligning around shared ownership of risk, business continuity, and data-informed communication, technology leaders can help executives and boards make stronger decisions in an increasingly complex environment.

Listen to the full episode of The Savvy CIO to hear Dunkerley’s perspective on navigating evolving technology risks, costs, and business priorities: Click here to listen.

In an interview with DPL News, executives from Coca-Cola Bottlers and Electrolux revealed the financial benefits of adopting AI in their customer service operations.

By: Alejandro González  Sep 4, 2026

Las Vegas, United States. Digital transformation in customer experience is no longer a futuristic promise. It has become an operational reality driven by Artificial Intelligence (AI).

In an environment where immediacy is the norm, large corporations are seeking to optimize their communication channels through the adoption of advanced technologies. During Genesys Xperience 2026, Coca-Cola Bottlers and Electrolux shared their success stories.

To better understand the scope of this transformation, DPL News spoke exclusively with Vincent D’Amico, Site Manager and Senior Director of Service Operations Support at Coca-Cola Bottlers’ Sales & Services (CCBSS), who shared details of the company’s automation strategy. D’Amico explained how CCBSS’s operations center, which provides B2B support to bottling partners, restaurants, and hotels across North America, has evolved from using structured bots to deeply exploring Agentic AI.

He noted that the company uses AI-powered voicebots and workforce management tools that correctly identify and route more than 80 percent of incoming calls. This has resulted in a 50 percent reduction in total cost of ownership and significant annual savings. According to data from Coca-Cola and Genesys, the anticipated cost savings from adopting agentic assistants are already becoming a reality.

Today, the voicebots implemented by Coca-Cola Bottlers generate savings of nearly $20,000 annually, while optimization of field technician visits has delivered $1 million in savings, along with a 10 percent improvement in first-contact resolution rates. D’Amico added that, looking ahead, the company expects Agentic AI to further scale these efficiencies through proactive notifications and the management of complex rescheduling activities.

DPL News also spoke exclusively with Aki Savolainen, Head of Enterprise AI and Consumer Engagement at Electrolux Group, who described the company’s strategy in the consumer goods sector. Savolainen explained that the European company has consolidated more than 30 systems onto the Genesys Cloud platform to meet rising customer expectations, as consumers today expect near-instant resolution of their issues.

According to Savolainen, the current approach is no longer centered on designing rigid conversational flows. Instead, it focuses on defining the desired outcomes, making it easier for business users to deploy agile, standardized solutions across multiple markets.

The impact of this consolidation is reflected directly in Electrolux’s operating metrics. The company has reported:

• A 20 percent reduction in call and email handling.
• €5 million in annual savings by eliminating unnecessary service operations.
• A 70 percent reduction in IT costs through platform consolidation.

Savolainen also explained that the integration of analytics and orchestration enables the company to anticipate customer needs and optimize every interaction without unnecessary friction.

In both cases, the executives emphasized that Artificial Intelligence is not intended to replace people, but rather to equip them with richer and more precise tools. For Coca-Cola, D’Amico highlighted that the long-term goal is for Agentic AI to handle proactive notifications and manage complex rescheduling scenarios, allowing human agents to act as true business consultants. Meanwhile, Electrolux’s Savolainen predicted that up to half of all customer interactions in Europe could eventually be handled entirely autonomously, freeing teams to focus on building long-term, value-added customer relationships.

Coca-Cola Bottlers y Electrolux ya cosechan los resultados de la IA en la atención al cliente | DPL News

Coca-Cola Bottlers’ Sales & Services (CCBSS) is proud to announce that Mark Dunkerley, Chief Information Security Officer (CISO) and Vice President, IT, has been recognized as a 2026 OnCon Icon Awards Top 100 winner in the Information Security category.

The OnCon Icon Awards are peer- and community-voted honors that celebrate exceptional professionals across disciplines for their thought leadership, innovation, and positive impact on their organizations and industries. As a published author, Dunkerley regularly lends his knowledge and expertise to advance the technology landscape.

“This recognition reflects not only my personal journey, but the incredible teams, partners, and leaders I’ve had the opportunity to work alongside, driving practical security outcomes, enabling the business, and building sustainable operating models,” explained Dunkerley.

Winners are selected based on demonstrated leadership, influence, and the ability to drive meaningful outcomes, making this recognition particularly significant as it reflects the respect and confidence of industry peers.

“Mark’s leadership sets the bar for how we think about information security and technology across the business,” said Caitlyn Carr, CEO of CCBSS. “This recognition is well deserved, and it’s significant not just to CCBSS, but for the broader Coca-Cola bottling system in North America.”

Being named to the OnCon Icon Awards Top 100 places Dunkerley among leaders helping shape the future of information security. His achievement reflects the company’s commitment to continuous improvement, digital skills, and underscores the key role information security plays in supporting our people, partners, and long-term business success.

About OnConferences

OnConferences is a leading organization that connects top professionals across various industries, promoting collaboration, innovation, and thought leadership. Through conferences, awards, and networking opportunities, OnConferences provides a platform for executives and organizations to exchange insights, fostering growth and development within their respective fields.  

Coca-Cola Bottlers’ Sales & Services (CCBSS) is owned by 50+ independent Coca-Cola bottlers that work together to drive operational efficiency and success to the entire Coca-Cola bottling system in North America. It relies on a vast network of distribution centers and suppliers. Maintaining uninterrupted operations depends on knowing when and where disruptions may occur—from hurricanes to wildfires.

CCBSS Needed to Proactively Ensure Minimal Supply Chain Disruption

Natural disasters and climate events can turn a supply chain upside down. CCBSS needed a way to proactively detect when any part of its distribution and supplier network was at risk from a climate-related disaster. This intelligence needed to be integrated into its 3rd party risk management platform.

Helping CCBSS Get Climate Intelligence into its Risk Management Tool

To improve supply chain resiliency, CCBSS uses DisasterAWARE to:

• Send real-time and predictive alerts for natural disasters, with a focus on tropical storms and hurricanes, to its 3rd party risk management tool
• Proactively notify suppliers and distributors

Improving Communication and Action To Minimize Disruption

By partnering with DisasterAWARE in its risk management tool, CCBSS is:

• Building stronger coordination with suppliers and distributors regarding upcoming climate events
• Delivering more resilient operations and improved preparedness

About Coca-Cola Bottlers’ Sales & Services Company

Owned by 50+ U.S. independent Coca-Cola bottlers, CCBSS is an independent company that supports operations for its bottler owners, bottler-owned production cooperatives, Coca-Cola North America Operating Unit and other participating beverage partners. It fulfills its mission by providing services through its lines of business which are: Customer Business Solutions (CBS), Customer Care Center (CCC), Finance Services, HR Services, IT and Procurement.

Learn more at: ccbss.com

Industry: Beverage, Procurement, Supply Chain

Genpact AP Suite improves cash flow, strengthens supplier relationships, and cuts organizational inefficiencies

NEW YORK, June 24, 2025 /PRNewswire/ — Genpact (NYSE: G), a global advanced technology services and solutions company, today announced that the full Genpact AP Suite, an agentic solution set to revolutionize accounts payable (AP), is now available. The Genpact AP Suite is part of Genpact’s Service-as-Agentic-Solutions portfolio and powered by Microsoft Azure’s AI stack. The product suite provides autonomous, goal-oriented tools using advanced capabilities in document processing, predictive insights, and conversational AI.

“Our Service-as-Agentic-Solutions are proprietary Genpact products that transform mission-critical business processes,” said Jinsook Han, Chief Strategy, Corporate Development & Global Agentic AI Officer at Genpact. “The Genpact AP Suite is one in a series of domain-specific agents we will introduce to the market. We are not just building products – we are building transformational engines, backed by decades of experience in industry processes and trained on vast numbers of real transactions.”

The Genpact AP Suite
The Genpact AP Suite consists of four product modules, each with a network of AI agents that proactively manage the nuances of accounts payable: AP Capture, AP Advance, AP Trace, and AP Assist.

Pre-trained, self-learning AI agents optimize every stage of the AP process: intelligently ingesting and validating invoices to enhance touchless processing, resolving exceptions, and continuously adapting to changes in supplier terms, tax rules, and approval hierarchies to streamline inquiry resolution and minimize human intervention.

The Genpact AP Suite is already delivering measurable results for clients, including: 

• More accurate autonomous data capture
• Greater touchless processing with significant productivity benefits
• Enhanced cash visibility and reduced leakage with up to 90% early discount capture
• Improved supplier relationships through high-speed processing and automated supplier query resolution

“The Genpact AP Suite addresses inefficiencies, reduces errors, eliminates manual workflows, and elevates finance from a cost center to a pivotal strategic differentiator,” continued Han. “With the Genpact AP Suite, we’re combining agentic AI agents, human intelligence, and autonomous goal-oriented processes into a vital system that drives results and continuously learns and improves.”

“We commend Genpact for launching its AP Assist product and showcasing how agentic AI can help us reimagine our Accounts Payable helpdesk,” said Caitlyn Carr, President & CEO of Coca-Cola Bottlers’ Sales & Services. “Together with Genpact, we’ve created a seamless experience for our bottlers and suppliers that exemplifies the power of leveraging advanced technology capabilities, business process expertise, partnership, and trust to succeed in today’s fast-evolving world.”

Powered by Microsoft’s Azure AI Foundry and Azure Analytics Services, the Genpact AP Suite orchestrates, optimizes, and executes AP tasks, ushering in a new era of autonomous finance.

“Genpact’s launch of an agentic AI product for accounts payable is a proof point of AI’s ability to automate complex multi-step workflows and an exciting milestone for our companies as we look to lead the next wave of agentic AI transformation,” said Gurkan Salk, General Manager, Copilot Apps at Microsoft. “Powered by Microsoft’s Azure AI stack, organizations will roll out the Genpact AP Suite knowing enterprise-grade identity, access controls, encryption, and compliance are inherent to the intelligence layer driving their finance transformation.”

“Agentic AI addresses the limited adaptability and autonomy in current AP automation technologies required to operate at scale in dynamic business environments,” said Vignesh Kannan, Vice President, Everest Group. “By leveraging goal-oriented AI agents to manage tasks such as exception handling, supplier communication, and adaptive approval workflows, the Genpact AP Suite introduces capabilities that could advance touchless processing, accuracy, and risk mitigation. This launch, part of Genpact’s Service-as-Agentic-Solutions initiative, reflects a movement toward agent-based service delivery where domain-specific intelligence, governance frameworks, and end-to-end process redesign will determine success and impact.”

To learn more about the Genpact AP Suite, visit www.genpact.com/ap-suite. 

About Genpact
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.  

MEDIA CONTACT:
Geraldine Lim
Genpact Media Relations 
+1-951-318-3494
[email protected] 

The Coca-Cola Company’s water strategy includes efficient use in operations and giving back to nature as well as the communities we serve. Since 2015, more than 100 percent of water used in our finished beverages has been returned to nature and communities, supported by The Coca-Cola Foundation (TCCF).

Returning hope to the Eastern Himalayas

Punakha District, Bhutan. Credit: Conservation International / photo by PLUC Network

In West Bengal, India, deforestation and climate change impact communities. A 2024 initiative by Conservation International, funded by TCCF and partners, helps local farmers adopt sustainable practices aiming to restore forests and riverbanks across India, Bangladesh, Nepal, and Bhutan. According to Conservation International, the goal is to plant one billion trees and restore one million hectares of forest by 2030.

Replanting California’s Fire-Ravaged Forests

Tree climbing contractors gather cones that have been dropped by climbers in the Eldorado National Forest. Credit: Andrew Studer /American Forests 

With wildfires increasing, TCCF and American Forests partnered to reforest 1,700 acres in Eldorado National Forest, California. The initiative includes replanting trees and collecting cones from existing trees to reforest the area and help create a more resilient landscape. 

Reviving the Danube River Basin

For over a decade, TCCF has supported The Living Danube Partnership to protect and restore Europe’s Danube River Basin, which flows through 19 countries. Initial projects in six countries restored over 5,000 hectares and replenished 13.45 million m3 of water annually. The next phase aims to reduce water stress and improve biodiversity.

Repairing catchments in Southern Africa 

The Great Limpopo River Basin faces climate change and overuse challenges. TCCF, with Global Affairs Canada, funds a Conservation International project to restore this region and promote sustainable water and land management practices.

These initiatives reflect the Coca-Cola System’s ongoing commitment to sustainable water management worldwide.

Learn more about this inspiring effort here.

Another successful Supplier Summit is in the record books for CCBSS! Supplier Summit is a celebrated bi-annual event that bringing together Coca-Cola System colleagues with supplier partners to celebrate collective achievements and set a strategic course for continuous success.

This year’s Summit provided opportunities for networking, knowledge exchange, and forward-thinking discussions. Together as one Coca-Cola System, we’re poised to achieve remarkable milestones and drive significant impact.

The Coca-Cola System collectively mourns the loss of Junior Bridgeman, CEO and owner of Heartland Coca-Cola Bottling Company, who sadly passed away on Tuesday, March 11th. Junior was a vital part of the Coca-Cola System, and he will be deeply missed. He was an extraordinary entrepreneur who placed people at the heart of everything he did. As we reflect on his legacy, we remember his impact on sports, the food and beverage industry, and, most of all, his community. We will continue to be inspired by Junior’s leadership, kindness, dedication, and trailblazing spirit.

We extend our deepest condolences to Junior’s family and friends.

CCBSS Chief Information Security Officer, Mark Dunkerley, has been named a winner in the 2024 Top Global CISOs Awards, sponsored by Cyber Defense Magazine! Mark competed against thousands of candidates for this prestigious award.

As our CISO, Mark maneuvers through data breaches and data loss, works closely with board and executives on strategic plans, and is a pivotal leader in implementing innovative risk reduction programs for our organization. Congratulations Mark, on your outstanding commitment to cyber safety and winning this prestigious award!

About Cyber Defense Awards

This is Cyber Defense Magazine’s 12th year of honoring cybersecurity innovators, in this case the Top Global CISOs for 2024, on our Cyber Defense Awards platform. In this competition, judges for these and other prestigious awards include cybersecurity industry veterans, trailblazers and market makers Gary Miliefsky of CDMG, Dr. Lindsey Polley de Lopez of VentureScope, Katie Gray of In-Q-Tel, Robert R. Ackerman Jr. of Allegis Cyber, Dino Boukouris of AltitudeCyber and with much appreciation to emeritus judges Robert Herjavec of Cyderes, Dr. Peter Stephenson of CDMG and David DeWalt of NightDragon. Top InfoSec Innovators for 2024 is found here: https://cyberdefenseawards.com/top-infosec-innovators-for-2024/ and download The Black Unicorn Report for 2024: https://cyberdefenseawards.com/the-black-unicorn-report-for-2024/ and Top Global CISOs Winners for 2024, here: https://cyberdefenseawards.com/top-global-cisos-winners-for-2024/.

About Cyber Defense Magazine

Cyber Defense Magazine was founded in 2012 by Gary S. Miliefsky, globally recognized cyber security thought leader, inventor and entrepreneur and continues to be the premier source of IT Security information. We are managed and published by and for ethical, honest, passionate information security professionals. Our mission is to share cutting-edge knowledge, real-world stories and awards on the best ideas, products and services in the information technology industry. We deliver electronic magazines every month online for free, and limited special editions exclusively for the RSA, BlackHat and Cyber Defense Conferences. Learn more about us at http://www.cyberdefensemagazine.com. Cyber Defense Magazine is a proud member of the Cyber Defense Media Group.

ATLANTA, May 24, 2024 – The Board of Directors of Coca-Cola Bottlers’ Sales & Services Company (CCBSS), a limited liability company owned by nearly 70 independent North American Coca-Cola bottlers, announced today that Caitlyn Carr has been elected as the company’s President and CEO effective Monday, June 3, 2024. She will report to the CCBSS Board of Directors that consists of 17 senior executives from 15 different U.S. Coca-Cola bottlers and the Coca-Cola North America Operating Unit (NAOU) leadership.

As President and CEO, Caitlyn will have ultimate responsibility relative to all business functions including a shared services organization that impacts thousands of customers and Coca-Cola System associates daily, as well as oversight of more than $70 billion in procurement spend. In her new role, Caitlyn will become a part of the Coca-Cola System’s senior most executive leadership working closely with peers in the North America Coca-Cola Bottling System, NAOU, and The Coca-Cola Company (TCCC).

Caitlyn will succeed Brandi Shortt, the outgoing President and CEO of CCBSS.

Brandi expressed enthusiasm for Caitlyn’s new appointment, stating, “CCBSS is thrilled to welcome Caitlyn into her new role!” She continued, “Caitlyn ascending to this position fills us with great optimism. Her extensive tenure across the rich landscape of the Coca-Cola ecosystem, coupled with a significant background in the beverage sector and collaborative efforts with our Bottling partners, introduces a unique and strategic viewpoint to our operations.” Brandi concluded by saying, “Caitlyn’s capability to drive innovation, cultivate teamwork, and achieve results with efficiency aligns perfectly with our ambitions at CCBSS. It’s with great confidence that I foresee Caitlyn propelling CCBSS to new heights of success.”

Caitlyn is an accomplished executive leader who has been with the Coca-Cola System since 2001 working in the areas of shared services, procurement, engineering, packaging technology, capital planning, and supply chain. She has more than 23 years of progressive Coca-Cola System experience in strategy implementation coupled with deep beverage industry knowledge.

Her tenure with the Coca-Cola System has been marked by transformative leadership, where she has generated multimillion-dollar savings while driving cultural advancements, associate development, as well as organizational change to improve performance and customer service.

Caitlyn has held roles of increasing responsibility within CCBSS as well as with various Coca-Cola System entities including Coca-Cola Enterprise (CCE), Coca-Cola Supply, and Coca-Cola Refreshments (CCR). Her previous titles have been Vice President, Customer Business Solutions (CBS); Vice President, Strategy & Operations Procurement; Director, Strategy & Insights Procurement; Director, Packaging Technology; and Director, Engineering Commercialization and Program Management, to name just a few of the jobs she’s held over her extensive Coca-Cola System career.

Caitlyn brings a wealth of experience that is both deep and wide. Her insights will be invaluable as CCBSS forges ahead with its innovative, collaborative, and efficient strategies in support of the Coca-Cola Bottling System in North America.

Caitlyn holds a BS in Industrial and Systems Engineering from Georgia Institute of Technology. She treasures quality moments with her two lively teenagers, savors adventurous travels with her friends and family, and enjoys long walks with her two dogs. Visit us at ccbss.com.