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.
September 11, 2019 How the highest performing organizations across the Global 2000 companies are rethinking operations and transforming interactions to support the customer
September 10, 2019 How a leading sportswear company partnered to evolve its omnichannel platform from back to front
August 1, 2019 This report examines 16 CX design, marketing and sales operations service providers across a defined set of innovation, execution, and voice of the customer
July 26, 2019 Showcasing why talent and culture are so important to CX partnering strategy, through a glimpse into Teleperformance University and the Athens multi-lingual
July 11, 2019 Design leaders in banking share their ideas on using experience innovation to transform CX
July 5, 2019 We present the HFS Hot Vendors Report for Q2 2019. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for
July 4, 2019 At our June 19 executive roundtable in New York to discuss the potential of integrated automation for elevating customer experience, it was clear that the of is
July 1, 2019 HFS Research talks with Chris Caldwell, President of Concentrix Corporation, about the combination of two contact center titans and its implications on the
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