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 31, 2022 An assessment of the leading services providers to the retail and consumer packaged goods industries.
January 12, 2022 Welcome to a record-breaking HFS OneOffice Hot Vendors report - our first since launch in 2018 to include 10 emerging players.
January 6, 2022 Concentrix recently announced its latest acquisition of global UX/CX design engineering company PK in a significant bid to break into the “design market.
November 8, 2021 The why, what, and how of crafting a trust and safety strategy.
November 4, 2021 Operations leaders are exploring the potential for gig to augment their workforce.
November 4, 2021 Digital-first and human-centered design is the foundation of differentiated CX
October 29, 2021 A guide to strategic considerations for critical trust and safety processes.
October 26, 2021 Hot Vendors are an exclusive group of emerging players, each with a differentiated value proposition for the OneOffice™
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