Both Ends of the Line Are Moving: AI, Outcomes, and the Reinvention of the Contact Center
With Subject Matter Experts
Matt Bramson, Founder & CEO, Cloud Strategy Solutions
Matt Sitter, CEO, AFN and Partner, Sixth Wing
How customer expectations, business objectives, and the conversations in between are being radically revalued, and what executives must rethink to keep pace.
The contact center is undergoing a fundamental shift, but not in the way most conversations about AI suggest.
Customer expectations are rising rapidly, demanding faster resolution, greater personalization, and more consistent outcomes. At the same time, businesses are rethinking what they actually need from customer operations, moving away from traditional labor-based models toward accountability, performance, and results. AI is accelerating this change on both ends of the conversation.
But something else has changed as well: the conversations themselves.
Until recently, contact center interactions were treated as operational noise, an overwhelming volume of calls and messages from which humans and CRMs attempted to extract limited insight. In the hands of AI, those same conversations become a strategic asset. Within them lie clear signals of unmet customer needs, friction caused by policies or processes, missed opportunities, brand misalignment, and latent sentiment that were previously impossible to capture at scale.
In this fireside-style discussion, drawing on firsthand experience operating at the intersection of contact center operations, BPO business models, and AI-enabled service delivery, Matt Bramson explores how AI is reshaping the contact center and the BPO models that accompany it, not as a technology story, but as a business one. The conversation will focus on how leaders should rethink service delivery, value creation, and pricing when outcomes—not activity—and insight—not labor—become the primary sources of value.
Topics will include:
• How AI is simultaneously reshaping customer expectations and internal business objectives
• Why traditional contact center and BPO models are under growing pressure
• How conversational data is becoming one of the most valuable—and underutilized—assets in the enterprise
• What “outcomes” really mean in practice, and how AI enables new models of accountability and pricing
• How executives can begin acting differently today, without chasing hype or over-rotating on tools
The session will be a 30-minute moderated conversation followed by audience Q&A.
Both Ends of the Line Are Moving: AI, Outcomes, and the Reinvention of the Contact Center
March 18, 2026
Matt Bramson
Founder & CEO, Cloud Strategy Solutions
Matt Bramson is a Chief Revenue Officer and growth architect who specializes in restructuring businesses to unlock step-change revenue growth, margin expansion, and enterprise value, particularly in complex, services-heavy environments where traditional models are breaking down.
Over the past two decades, Matt has led large-scale transformations across telecom, CPaaS, energy, and AI-enabled services. His work goes beyond incremental optimization, focusing instead on re-architecting go-to-market strategy, pricing, and operating models from the ground up. Increasingly, his work sits at the intersection of human expertise and AI automation, where the economics of services businesses are being fundamentally rewritten. Throughout his career, he has helped infrastructure-heavy technologies cross the chasm from technical viability to commercial inevitability.
Most recently, as Chief Revenue Officer of Frontline Group, Matt led a shift from a traditional contact-center services model to a human–AI hybrid operating system. He developed the Hybrid Performance Index (HPI). This proprietary framework quantifies human and AI contributions across quality, efficiency, and business impact, and embeds it directly into pricing, go-to-market strategy, and customer decision-making. The result was 156% revenue growth and recognition on the Inc. 5000 list.
Earlier chapters of his career include:
• Scaling a CPaaS business by 600% (75% CAGR) without external capital
• Driving 65% revenue growth and EBITDA expansion in smart energy, culminating in a successful investor exit
• Creating more than $2M in new MRR in under 12 months at XO Communications, working directly with Chairman Carl Icahn
Across roles and industries, the pattern is consistent: aligning product, pricing, labor, and technology around outcomes; building durable execution infrastructure; and replacing intuition with measurable performance logic.
Matt works most closely with founders, CEOs, and boards who recognize that their current model will not carry them forward and are ready to build what comes next.
For leaders thinking seriously about outcome-based pricing, human–AI operating models, or re-architecting revenue for scale, Matt is always open to a thoughtful conversation.
Matt Sitter
CEO, AFN and Partner, Sixth Wing
Matt Sitter is the CEO of Advantage Foundry Network (AFN), a global network of CEOs and senior executives committed to leveraging collective intelligence to find opportunity in change. Through AFN, Matt works across industries and sectors—from private equity and healthcare to technology and defense—supporting leaders as they navigate inflection points, rapid growth, and transformational shifts.
He is also a partner at Sixth Wing, where he helps leaders and organizations create clarity, strengthen connection, and lead with intention. His work blends executive coaching, operational insight, and communication strategy, with a particular focus on burnout resilience, networked leadership, and human-centered performance.
Previously, Matt held senior roles at The McChrystal Group and CrossLead, as well as executive positions across the healthcare diagnostics and health tech industries. Whether advising a founder, coaching a CEO, or facilitating alignment within a leadership team, Matt brings a pragmatic, human-centered approach grounded in helping leaders make sense of complexity and lead through change.
