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.
April 3, 2019 Why a One Office approach is critical to driving a touch-less personalized customer experience for airlines.
March 29, 2019 How to make the most of your innovation center visit.
February 14, 2019 Our key takeaways from the FORA AI Roundtable discussion
February 8, 2019 HFS' coverage of Retail's BIG show, where retailers come together to gear up for the hyper-connected economy
January 31, 2019 HFS' Top Ten assessment of the leading 23 customer engagement operations services providers.
December 22, 2018 In the face of digital disruption, organizations across industries are re-thinking how they operate and interact to support the customer experience better.
November 13, 2018 The contact center isn’t really dying; we are witnessing the birth of intelligent customer engagement.
If you don't have an account, Register here |
With the exception of our Horizons reports, most of our research is available for free on our website. Sign up for a free account and start realizing the power of insights now.
Our premium subscription gives enterprise clients access to our complete library of proprietary research, direct access to our industry analysts, and other benefits.
Contact us at ask@hfsresearch.com for more information on premium access.
If you are looking for help getting in touch with someone from HFS, please click the chat button to the bottom right of your screen to start a conversation with a member of our team.