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 16, 2024 A look at how Cognizant performed in the HFS Horizons: Customer Experience Service Providers, 2024
April 30, 2024 Randstad Digital is poised to make its mark in the digital transformation landscape.
April 17, 2024 Nordic F&A leaders must prioritize tech modernization and transformation with the right talent and partners.
April 1, 2024 The pivotal shift from global to generative business services.
March 8, 2024 This report assesses how well service providers help clients embrace innovation through customer experience and realize value.
February 14, 2024 Complexities in our operations are hindering CX + EX.
February 13, 2024 Enterprise leaders see GenAI’s potential but face a readiness gap. There are several challenges to address.
February 1, 2024 Cogram offers an AI-driven solution, streamlining meeting productivity across multiple platforms.
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