Executive Research Leader
Melissa O'Brien is an executive research leader and head of the research innovation team for HFS Research. She leads all of HFS’ research initiatives for customer experience, including contact center, digital marketing and sales, CX design, and conversational AI. Her industry research focuses on key services dynamics within travel and hospitality firms. As research innovation team lead, Melissa also oversees the continuous improvement and re-imagination of HFS’ Horizons market assessments and data management hub.
Melissa brings hands-on industry and analyst experience to HFS. She previously led IDC’s Worldwide Customer Experience Management Services program, which included analyzing evolving contact center business process delivery and consumer communication trends. Prior to IDC, she held various roles in the BPO industry, including new client implementation, program design, and training development in Manila and Cebu, the Philippines. Melissa has led plenary sessions at HFS Summits, NASSCOM, IDC Directions, NRF, Phocuswright and various other service provider and industry events.
Melissa graduated with honors from the University of New Hampshire with a bachelor's degree in English and communication and is a Phi Beta Kappa honor society member. She is a Boston area native who enjoys traveling, kickboxing, and spending time outdoors with her adorably mischievous hound dogs.
June 3, 2022 Perigord is enabling physical + digital experiences for healthcare, life sciences and beyond.
April 6, 2022 This report profiles seven players we designated as HFS OneOffice™ Hot Vendors based on our rigorous assessment during Q1 2022.
March 31, 2022 Enterprises are not only looking for vendor services but a better partnership with greater understanding of their requirements.
February 28, 2022 Key takeaways from a global roundtable that explored what firms are doing to re-imagine their CX-related processes.
February 17, 2022 How Arbonne pivoted to working from home during an intense growth phase
January 31, 2022 An assessment of the leading services providers to the retail and consumer packaged goods industries.
January 12, 2022 Welcome to a record-breaking HFS OneOffice Hot Vendors report - our first since launch in 2018 to include 10 emerging players.
January 6, 2022 Concentrix recently announced its latest acquisition of global UX/CX design engineering company PK in a significant bid to break into the “design market.
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