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.
October 18, 2022 The BPM industry is primed for changes as the current “effort-based” model becomes misaligned for clients.
October 14, 2022 Another quarter ends (Q3 2022) - and another six exciting new HFS Hot Vendors land for you to discover.
October 12, 2022 Metaverse, the new kid on the block is buzz with excitement. So we picked the brains of some experts at the HFS Super Summit 2022.
October 5, 2022 Creating new digital experiences for employees and customers.
September 21, 2022 Not only has experience strategy gotten harder to design, but it is also impossible to do in a silo, without ecosystem partners to assist on the journey.
August 19, 2022 Collaborating across the ecosystem creates customer loyalty in difficult moments.
August 10, 2022 The future of global business services is data-driven.
July 22, 2022 A look at EY's angle on the managed services market opportunity.
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