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.
February 3, 2020 We present the HFS Hot Vendors Report for Q4 2019. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for
January 24, 2020 A recent HFS roundtable in New York City supported by Wipro discussed the “straight to digital” trend from a Why? What? and How? perspective
January 7, 2020 Integrated automation can enable a OneOffice experience by breaking down silos across an enterprises’ customers and employees
December 20, 2019 This report analyzes and rates 17 service providers serving the Retail and CPG industries across innovation, execution, and voice of the customer criteria.
December 10, 2019 How the Greater Toronto Airports Authority is reimagining and modernizing operations to become an experience focused business
October 23, 2019 The most recent example of front office investment is Infosys’ acquisition of Eishtec, a 1,400-person contact center firm based in Ireland
October 3, 2019 HFS POV on Sutherland's human-centered design and on-demand solution that enterprises can use to become more agile with their omnichannel efforts.
September 24, 2019 Can Concentrix disrupt the traditional CX services model with its Solv Crowdsourcing solution?
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