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.
February 1, 2021 Ditch the CRM focus and embrace an omnichannel strategy
January 29, 2021 ASR and NLU are the building blocks for intelligent self-service in the public sector
January 29, 2021 The COVID-19 pandemic’s impact has been profound and far-reaching in travel and hospitality, with executives in these sectors having relatively lower about .
January 20, 2021 This report analyzes service providers developing conversational tools across a defined series of innovation, execution, and voice of customer criteria.
January 15, 2021 We present the HFS Hot Vendors Report for Q4 2020. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for
November 19, 2020 20 enterprise leaders share their strategies for transforming CX and EX in a virtual world
November 13, 2020 Genpact's latest acquisition expands its experience capabilities targeted at digital commerce
November 7, 2020 Services leaders have concluded that the tech shift is not enough to leapfrog to where they need to be in a fully digital environment. In our recent HFS Live to
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