Executive Research Leader
Melissa O'Brien 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.
July 26, 2023 Only 6% of consumer goods and retail executives say their companies focus on all the right initiatives.
July 25, 2023 A look at how Wipro performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 25, 2023 A look at how Mphasis performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 25, 2023 A look at how Hitachi Vantara performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 25, 2023 A look at how Hexaware performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 25, 2023 A look at how Genpact performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 25, 2023 A look at how EXL performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 25, 2023 A look at how Teleperformance performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
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