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.
April 3, 2020 Times of crisis must drive a new digitally optimized customer service model
April 2, 2020 The HFS Hot Vendors may not have the scale and size to be featured in our Top 10 reports, but they have the vision and strategy to impact and disrupt the
April 1, 2020 This report analyzes and rates 13 digital associates products across innovation, execution, and voice of the customer criteria.
March 20, 2020 A new value proposition for Tech Mahindra is “BORN”
March 17, 2020 Will Wipro be the next 'experience agency' to watch?
February 19, 2020 What you need to know about the opportunity (and risk) involved in this hot marketing services area
February 17, 2020 How to select experience agency partners that will help break down your front office silos.
February 14, 2020 Create intelligent interactions by using a human-first approach to designing digital associates.
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