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 6, 2018 How cognitive technology can break down the barriers between the front and back offices, and drive the OneOffice vision
April 5, 2018 We profile seven short-listed players who have been designated as HfS Hot Vendors based on our rigorous assessment.
March 30, 2018 The role of customer engagement service providers has never been more important or more complicated.
March 23, 2018 This report evaluates key customer engagement services providers operating in the retail industry.
February 2, 2018 This POV previews our Retail and CPG Operations value chain and the in-scope processes and change agents we’ll be examining throughout 2018
January 30, 2018 This POV previews our THL Operations value chain and the in-scope processes and change agents we’ll be examining throughout 2018.
January 2, 2018 IPsoft is upping the ante in service management by combining its Amelia virtual agent with the IPcenter platform under the 1Desk branding
December 12, 2017 Genpact's brand refresh includes investments in AI and design-- now it will have to bring the story together for clients.
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