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.
May 1, 2019 WNS and its clients describe “co-creating” on the path to transformation.
April 10, 2019 Accenture Interactive’s latest and largest buy of Droga5 Signals a Capability Shift to OneOffice and beyond but are the enterprises ready?
April 9, 2019 HFS Research attended Atos’ 2019 Global Analyst Summit in Boston. We believe Atos needs to move much faster with its integration efforts, and have a crisper
April 8, 2019 We present the HFS Hot Vendors Report for Q1 2019. The HFS Hot Vendors are an exclusive group of emerging players with a differentiated value proposition for
April 3, 2019 Why a One Office approach is critical to driving a touch-less personalized customer experience for airlines.
March 29, 2019 How to make the most of your innovation center visit.
February 14, 2019 Our key takeaways from the FORA AI Roundtable discussion
February 8, 2019 HFS' coverage of Retail's BIG show, where retailers come together to gear up for the hyper-connected economy
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