Executive Research Leader
Melissa Fersht 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.
January 18, 2023 Unlocking new sources of value through digital innovation: Publicis Sapient’s SPEED vision under CEO Nigel Vaz’s leadership.
January 16, 2023 Advancing AI technologies are poised to shake up the outsourcing world.
December 9, 2022 Tech Mahindra doubles down on working from home as a distinct delivery strategy
November 29, 2022 The future of services is about unlocking new sources of value with outcomes-focused partnerships.
November 4, 2022 RCPG companies need a load more sustainability leadership for strategies to cascade throughout organizations and value chains.
November 2, 2022 Balance both the physical and virtual worlds for brand experience.
October 24, 2022 HFS's Melissa goes all in with a Super Sumit panel on how experience is everything!
October 24, 2022 Industry lines are blurring, creating new opportunities, but industry-specific expertise will always be relevant.
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