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.
December 14, 2015 LiveOps Cloud Platform and Agent Services have split up, allowing each to solidify the brands independently, and to re-focus resources and investments.
December 14, 2015 Contact center service provider NexGen Agency has carved out a niche for social media engagement.
December 10, 2015 HfS shares insights from our recent Buyers Working Summit in Harvard Square with the full outsourcing and services marketplace.
November 20, 2015 The role of contact center agents is changing as a result of automation, so we share what service providers can do to develop the right talent.
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