From Contact Center AI to Connected CX: Orchestrating Every Interaction

Virtual Council

April 15, 2026 - National

Visionaries

Mohamed Afifi Zendesk
Mohamed Afifi

RVP, Global AWS Alliance GTM

Zendesk

About Me

Driven by a mission to ensure Artificial General Intelligence (AGI) benefits all of humanity, Mohamed Afifi is dedicated to contributing to this unprecedented technological journey. Based in Silicon Valley, Mohamed leverages a passion for industry transformation to help GenAI startups build, scale, and execute go-to-market (GTM) strategies with @AWS. With over 25 years of experience driving sales and building customer success within the tech sector, he excels at helping businesses scale through cutting-edge solutions, strategic leadership, and the cultivation of high-performing teams. Mohamed is committed to shaping the future of technology by inspiring and empowering organizations and individuals - particularly those pursuing remarkable innovations - to achieve greater success.

Elsa Wilson TTEC Digital
Elsa Wilson

VP, Partner Development and Strategy

TTEC Digital

About Me

TTEC Digital is a global leader in customer service solutions, specializing in contact center software and customer service technology. Founded in 2011, the company provides CRM software solutions that enhance customer experience management across multiple industries. TTEC Digital offers comprehensive digital transformation services, including cloud-based contact center platforms, AI-powered customer engagement tools, and consulting services to optimize customer interactions. With operations across North America, Europe, Asia Pacific, and India, the company serves B2B clients with innovative technology solutions designed to streamline customer service operations and improve service delivery.

Michael Derrenbacher Bank of America
Michael Derrenbacher

Director of Business Analytics

Bank of America

About Me

Michael Derrenbacher is an experienced Director of Business Analytics with a demonstrated history of working in the financial services industry. He is skilled in Management, Business Intelligence, Risk Management, Business Process Improvement, and Financial Services. A strong business development professional, he holds a Master of Business Administration (M.B.A.) focused on Accounting and Taxation from Fordham University. He is also a licensed CPA in the state of California and a Certified Financial Planner.

Phani Rayudu Walgreens
Phani Rayudu

Sr. Technology Leader/Head of Compliance Platforms

Walgreens

About Me

Phani Rayudu is a senior IT executive with over two decades of experience leading enterprise technology strategy and digital transformation for Fortune 500 organizations. He specializes in solving complex business challenges with scalable, secure, and compliant solutions across HR, Legal, Pharmacy, and Corporate functions. Phani has successfully spearheaded global SAP SuccessFactors rollouts and built robust compliance platforms addressing CCPA, AML, and NABP requirements. A pioneer in enterprise GenAI initiatives, he unlocks productivity through practical AI/ML applications. Phani excels at strategic planning, M&A integration, and managing multi-million-dollar portfolios while building high-performing global teams. His expertise spans SaaS/Cloud implementations, data management, and Agile practices. Committed to aligning IT with business outcomes, Phani drives lasting impact by transforming legacy platforms into engines for innovation and growth.

Anthony Huffman Georgia Pacific
Anthony Huffman

VP IT Digital Manufacturing

Georgia Pacific

About Me

Anthony Huffman is a dedicated leader in manufacturing transformation with over 20 years of experience leveraging Industry 4.0 digital enablers. He has successfully modernized operations across the Electronic Solutions, Med Device, Automotive, and Aerospace & Defense sectors, establishing smart manufacturing capabilities in over 20 sites across 12 countries. Specializing in Agile methodologies within VUCA environments, Anthony practically deploys advanced technologies, including MES/MOM, IIoT, Unified Namespace, Industrial Knowledge Graphs, GenAI, and ML/AI analytics. He is driven to transform organizations and margins by bridging the gap between business and technology through a shared vision. By prioritizing people and processes before technology, he ensures the execution of aligned strategies that deliver long-term, sustainable value across global manufacturing ecosystems.

Theresa Garner AWS
Theresa Garner

Global ISV Partner Strategy & Acceleration, Productivity Applications

AWS

About Me

Theresa Garner is a "run-toward-the-fire" leader with a decade of experience powering through adversity and engineering solutions in highly ambiguous environments. Currently leading Global ISV Partner Strategy & Acceleration for Productivity Applications at Amazon Web Services (AWS), she creates and executes strategic visions to scale the ISV ecosystem, foster key relationships, and ensure product-market fit. An award-winning partner journey influencer, Theresa consistently achieves year-over-year revenue growth and surpasses engagement targets across diverse channels, including VAR, MSP, SI, and OEM. As a diversity, equity, and inclusion thought leader, she builds ironclad relationships and leverages deep B2B insights to drive business and technology strategies. By empowering complex ecosystems, Theresa elicits high performance and directs comprehensive business solutions that accelerate cloud partner development and global market impact.

April 15, 2026

Agenda

All times Eastern Time

3:00 PM - 4:15 PM

From Contact Center AI to Connected CX: Orchestrating Every Interaction

This virtual panel brings together two powerful forces reshaping customer experience: AI-driven contact center transformation and end-to-end CX journey orchestration. As customer expectations rise and interactions span marketing, sales, and service, organizations must move beyond siloed automation toward a unified, intelligent experience strategy. Panelists will share real-world examples of how AI-powered agent assist, virtual agents, conversation analytics, and real-time decisioning can reduce cost per interaction, resolve issues faster, and elevate service quality—while connecting each interaction into a seamless customer journey.

The discussion will focus on practical lessons for breaking down organizational silos, identifying high-impact use cases, and integrating AI across existing platforms to scale securely and effectively. Attendees will leave with actionable insights on moving from isolated pilots to cohesive, brand-aligned strategies that orchestrate channels and teams in real time—transforming both the contact center and the broader CX ecosystem into a connected engine for loyalty, efficiency, and measurable business growth.


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