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.
May 29, 2017 A buyer focused view of services capabilities of Teleperformance
March 27, 2017 Your customer experiences depend on having security integrated into all aspects of your business processes.
March 20, 2017 A look at IPsoft's Amelia and the emerging trend of virtual agents.
February 24, 2017 An evaluation of how service providers’ emerging capabilities are aligned to the OneOffice Framework.
December 23, 2016 For banks to remain competitive in the current climate, they will need to embrace a “customer first” strategy, with better customer experiences at the
December 22, 2016 This HfS Blueprint Report looks at the innovation and execution capabilities of 14 digital marketing operations service providers in detail.
December 13, 2016 A recent forum at Harvard University discussed how to work toward a vision for the future of health and human services.
November 29, 2016 Where are retail organizations on their journey to achieve intelligent operations?
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