Orlando Hampton — CEO

I've spent over 25 years in contact centers. Not studying them. Running them, building them, and breaking them so I could figure out what actually works. I wasn't just in the room when this industry changed. I was usually the one opening the door. In 1999, while at Providian Financial, I was among the first people in the United States to offshore customer service operations to India. Before there was a playbook, I was standing up contact centers in Mumbai and Bangalore figuring it out from scratch. I've since built and operated centers in Pittsburgh, San Francisco, Philadelphia, Manhattan, Bangalore, Mumbai, Makati, and Cebu. I've been on the front lines of every major shift this industry has gone through: ACDs, outsourcing, offshoring, and now AI. Not as an observer. As someone who had to make those calls when the outcome wasn't clear yet. At JPMorgan Chase Card Services, I ran domestic and international BPO operations while building captive locations across Asia. Then I joined Afiniti as employee number three. Almost nobody was applying AI to contact center outcomes at scale yet. I closed our very first customer and went on to be the number two sales contributor on our largest deals. As Chief Customer Officer, I recruited and led the teams managing our biggest accounts. We weren't theorizing about AI. We were deploying it inside live enterprise operations before most companies had an AI strategy. Most companies don't have an AI problem right now. They have an execution problem. They buy tools. They stand up pilots. They announce transformations. And then the contact center operates almost exactly the same way it did before, except now there's a dashboard nobody trusts. That's the gap I work in. At Invisible Technologies, I help enterprise companies move from AI experimentation to real operational change. We're not replacing humans with bots. We're building the scaffolding that lets humans and AI work together in ways that actually scale. The companies getting this right aren't the ones with the biggest AI budgets. They're the ones who understand that AI without process architecture is just expensive noise. I write and speak about: AI in contact centers, what's real and what's not The gap between automation and transformation How leaders should think about human-AI collaboration Building AI-native organizations without burning down what works If you're trying to figure out where AI actually fits in your customer experience operation, not theoretically but practically, let's talk.

Stackforce AI infers this person is a SaaS expert specializing in AI-driven contact center solutions.

Location: Atlanta, Georgia, United States

Experience: 31 yrs 3 mos

Skills

Ai
Contact Center Strategy
Board Level
Executive Management
Business Relationship Management
Customer Experience
Global Operations
Quality Management

Career Highlights

Pioneered AI integration in contact centers.
Transformed operations from legacy to AI-native.
Led growth of a $2B unicorn company.

Work Experience

Invisible Technologies

SVP Enterprise Technology, AI Contact Center (7 mos)

Usher's New Look

Member Board of Directors (1 yr 11 mos)

IGNITE Worldwide

Member Board Of Directors (4 yrs 10 mos)

National Kidney Foundation

Board Member (3 yrs)

The WICT Network

Board Member (3 yrs 11 mos)

Afiniti

Chief Customer Officer (17 yrs 2 mos)

JPMorgan Chase & Co.

Sr. Business Operations Manager (4 yrs 10 mos)

Providian Financial Corporation

Vice President (4 yrs 9 mos)

Reese Teleservices

Sr. Clients Services Manager (3 yrs 7 mos)

Orlando Hampton

CEO

Atlanta, Georgia, United States31 yrs 3 mos experience

Highly StableAI Enabled

Key Highlights

Pioneered AI integration in contact centers.
Transformed operations from legacy to AI-native.
Led growth of a $2B unicorn company.

Stackforce AI infers this person is a SaaS expert specializing in AI-driven contact center solutions.

Contact

Skills

Core Skills

AiContact Center StrategyBoard LevelExecutive ManagementBusiness Relationship ManagementCustomer ExperienceGlobal OperationsQuality Management

Other Skills

Process ImprovementNew Business DevelopmentStrategic ThinkingMarketing StrategyLeadershipBusiness DevelopmentPublic SpeakingOutsourcingTelemarketingIVRWorkforce ManagementVendor ManagementBusiness AnalysisPerformance ManagementCustomer Acquisition

About

Experience

Invisible technologies

SVP Enterprise Technology, AI Contact Center

Sep 2025 – Present · 7 mos · New York, New York, United States · Remote

Most contact centers aren't running an AI strategy. They're running AI tourism: impressive demos, disconnected pilots, and containment rates below 25% that send three out of four customers to a human anyway. That's the gap I work in.
At Invisible, I help enterprise organizations move from legacy contact center operations to what I call AI-native: a model where AI handles high-frequency, process-definable interactions at scale, human agents focus on the work that actually requires judgment, and the whole system learns continuously from 100% of interactions instead of a 1.5% QA sample.
The companies getting this right aren't the ones with the biggest AI budgets. They're the ones who understood that AI without process architecture is just expensive noise, and built the data infrastructure first.
My work spans the full transformation journey across financial services, insurance, healthcare, and telecom, from initial maturity assessment through production deployment of Invisible's Temporal platform, which operates as a mesh layer across existing enterprise infrastructure rather than replacing it.
The results we produce move containment rates from the low 20s to the low 70s while holding customer satisfaction flat. That's what the infrastructure investment produces when it's done right.
I also write and speak on AI contact center transformation, the future of human-AI collaboration, and what it actually takes to move an enterprise operation from scarcity to abundance.

AIContact Center StrategyProcess ImprovementCustomer Experience

Usher's new look

Member Board of Directors

May 2024 – Present · 1 yr 11 mos · Atlanta Metropolitan Area · Hybrid

Usher’s New Look® (UNL) is a non-profit organization that transforms the lives of under-resourced youth through a comprehensive program which develops passion-driven, global leaders. Founded in 1999 by Usher Raymond IV and his mother Jonetta Patton, who were inspired after witnessing the dire narratives of Atlanta teens in a courtroom. As a result, UNL was created to tackle systemic barriers that prevent teens from graduating from high school and college.
Since its formation, Usher’s New Look has become a catalyst for under-resourced youth around the world to find their spark (passion), graduate, and reach their full potential. With unique mentorship and leadership programming designed to help teens see past their circumstances, discover their potential and unlock their purpose, UNL is creating a global network of leaders. To date, we’ve touched the lives of more than 50,000 youth!

New Business DevelopmentStrategic ThinkingBoard Level

Ignite worldwide

Member Board Of Directors

Jun 2021 – Present · 4 yrs 10 mos · Seattle, Washington, United States · Remote

Started in 1999, IGNITE (Inspiring Girls Now In Technology Evolution) is a nonprofit 501(c)(3) organization that introduces school girls from grades 5-12 to technology careers via panel discussions, job shadowing, mentoring and field trips throughout the school year to visit the work places of professional women in Science, Technology, Engineering and Math (STEM) careers.
IGNITE has educated and empowered over 80,000 young women from grades 5-12 to pursue education and careers in STEM. In the Seattle School District alone, female participation in technology classes soared from 10% to 50% since the start of the IGNITE program. IGNITE is a program that works for any school: in addition to over 35 chapters formed across the United States, IGNITE has international chapters in Ghana, Nigeria, and Uganda.

Marketing StrategyLeadershipBoard Level

National kidney foundation

Board Member

Oct 2020 – Oct 2023 · 3 yrs · Remote

The National Kidney Foundation is revolutionizing the fight to save lives by eliminating preventable kidney disease, accelerating innovation for the dignity of the patient experience, and dismantling structural inequities in kidney care, dialysis, and transplantation.

Board Level

The wict network

Board Member

Jan 2020 – Dec 2023 · 3 yrs 11 mos · Washington, District of Columbia, United States · Remote

The WICT Network is dedicated to empowering women leaders who light the way for others and create a lasting legacy of diversity, equity and inclusion. We provide a unique peer-to-peer and business-to-business network like no other. Our member resources, educational events, and diversity research helps ensure we are market leaders – but our most important asset is YOU.

Strategic ThinkingLeadershipBoard Level

Afiniti

Chief Customer Officer

Mar 2008 – May 2025 · 17 yrs 2 mos · Atlanta Metropolitan Area

Joined Afiniti as the 3rd employee in the US. Helped to grow the business from $0 in revenue to a $2B unicorn with +2K employees, Afiniti provides an award-winning contact center software solution that uses AI to make optimal pairings between customers and customer service agents. These optimal pairings directly improve customer experience which can be precisely measured based on the positive impact to sales and retention performance. The solution is industry agnostic and works across sectors, from finance to healthcare to telecommunication to travel, by optimizing phone, chat, email and retail channels.

Marketing StrategyBusiness DevelopmentPublic SpeakingExecutive ManagementBusiness Relationship Management

Jpmorgan chase & co.

Sr. Business Operations Manager

May 2003 – Mar 2008 · 4 yrs 10 mos · New York, New York, United States · On-site

Responsible for global Acquisitions Telemarketing, Apply-by-Phone and Lending Operations. Managed +10.000 vendor telephone service representatives and 200 global employees. Responsible for the placement and performance of $300M in annual vendor spend in the US, Philippines, India, and Latin America.
Migrated apply-by-phone and telemarketing work from domestic to global providers, reducing operating expenses by 50%, while improving performance.
Established Lending Operations in Mumbai, India resulting in 100k incremental accounts valued at $13.5M in profit.

Board Level

Providian financial corporation

Vice President

Aug 1998 – May 2003 · 4 yrs 9 mos · San Francisco, California, United States · On-site

Managed telemarketing quality and training teams supporting outbound and inbound calling. Led RFP project to outsource quality monitoring function to a 3rd party agency resulting in a 300% increase in productivity with no increase in expense. Planned and coordinated multiple vendor summits designed around clear communication with our strategic partners. Direct management responsibility for 70,000 hours of OBTM per month for the PVN Classic and PVN Platinum cards.

Executive ManagementGlobal OperationsBusiness Relationship Management

Reese teleservices

Sr. Clients Services Manager

Jan 1995 – Aug 1998 · 3 yrs 7 mos · Pittsburgh, Pennsylvania, United States · On-site

Promoted 5 times in 3 years moving from TSR - Supervisor - Trainer - IT Project Manager - Account Manager - Sr. Account Manager. Received the “Top Trainer” award from AT&T after designing and implementing “Win-back” training that was eventually rolled out across their entire vendor network and internal operations. Responsible for the growth of the Providian Credit Card account from monthly hours of 3K to nearly 50K during my tenure as Account Manager.

Executive ManagementLeadershipBusiness Relationship Management