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 12, 2021 Vietnam’s leading IT services talent makes it one of APAC’s best-kept secrets
September 16, 2021 How XpertRule's clients are improving CX and EX in tandem.
September 10, 2021 Nevermind the garden variety disruption, but disruptive innovation is what will take you out if you are not paying attention.
August 24, 2021 HGS healthcare bold divestiture will allow it to focus its attention on its consumer experience (CX) and digital services.
August 23, 2021 Helping retailers accelerate their digitalization amid disruption.
August 13, 2021 Analysis of the best providers of CX services firms across execution, innovation, OneOffice, and voice of the customer criteria.
July 27, 2021 Everyone’s ideal work-life balance and working from home experience is different.
July 23, 2021 C-suites must align the whole organization behind customer and employee experience transformation–focusing on business outcome.
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