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 4, 2018 Cognitive assistants have become a crucial element of the digital business operations ecosystem.
August 16, 2018 This is HFS' first comprehensive assessment of the leading 19 providers in the emerging market for cognitive assistant services.
July 11, 2018 We profile five short-listed players who have been designated as HFS Hot Vendors based on our rigorous assessment.
June 19, 2018 The global market leader in contact centers, Teleperformance, has made the first bold move to shake up an industry in desperate need of a shakeup
June 14, 2018 you’ve Integrated your Digital and Traditional Customer Channels.
May 28, 2018 The report assesses and profiles an exclusive set of 16 providers with broad coverage across multiple elements of the Digital OneOffice
May 9, 2018 Customer Service leaders who think artificial intelligence (AI) stops at chatbots are cutting their careers very short
April 10, 2018 A record of the key findings from the HfS FORA Summit in New York, March 7-8
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