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.
November 19, 2020 20 enterprise leaders share their strategies for transforming CX and EX in a virtual world
November 13, 2020 Genpact's latest acquisition expands its experience capabilities targeted at digital commerce
November 7, 2020 Services leaders have concluded that the tech shift is not enough to leapfrog to where they need to be in a fully digital environment. In our recent HFS Live to
October 16, 2020 HFS recently attended Mphasis’ Virtual Analyst and Advisor Day to check how this dynamic mid-tier growth firm has been faring during this cruddy year.
October 15, 2020 We present the HFS Hot Vendors Report for Q3 2020. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for
October 7, 2020 Concentrix aims to endure as a WAH leader
October 2, 2020 Creative Drive and N3 are the latest additions to Accenture's CX portfolio
September 28, 2020 HFS’ Digital Roundtable points to the need for sustaining momentum and driving a culture of genuine process change to achieve post-pandemic digital success.
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