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.
April 30, 2021 A comprehensive view of the global travel, hospitality, and logistics industry trends and their impact on IT and business process services and technology change
April 27, 2021 Digital fluency is required to reap the benefits of emerging technology
April 27, 2021 The concept of profit with a purpose is finding its moment in the sun
April 9, 2021 70:30 is post-pandemic goldilocks ratio of in-office: WFA for contact center services
March 26, 2021 As we begin working-from-anywhere, so we begin consuming from anywhere, adding to the range of data touchpoints and complexity of achieving a 360-degree
March 24, 2021 Firstsource recently announced new partnerships with Zappix and Uniphore to target the healthcare
March 17, 2021 Business leaders on the charge toward OneOffice must rapidly come to terms with new ways to get work done. The race is on.
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