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.
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
June 8, 2020 "Digital Brain" SCM solution helps retail and CPG companies become more intelligent and dynamic
June 2, 2020 How five companies are using digital associates to create better experiences for stakeholders
May 4, 2020 Mars, Inc shares its response to today’s paradigm shock
April 29, 2020 Cognizant doubles down on Salesforce marketing cloud and CX with Lev acquisition
April 20, 2020 Front office services are set to be hardest hit, but providers are leveraging previous investments to rise to the challenge
April 6, 2020 From pilot tests to "bot bashing" -- How TD Bank integrates digital associates in the workplace
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