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.
September 16, 2020 HFS shares its key take aways from Infosys’ September 2020 Virtual Analyst and Advisors Event
August 25, 2020 Top BPO leadership has developed a manifesto to lead the industry into the future of services
August 19, 2020 HFS' assessment of the leading service providers in the travel, hospitality and logistics sectors.
August 18, 2020 Embracing hyperconnected food services across retail, CPG, hospitality and logistics
August 3, 2020 How Sun Life uses RDA to eliminate customer service agents’ mundane work and improve CX
July 7, 2020 We present the HFS Hot Vendors Report for Q2 2020. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for
June 26, 2020 A comprehensive view of global retail and CPG trends and their impact on IT and business process services and technology change agents
June 17, 2020 Deloitte’s approach aligns business leaders for maximum impact
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