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.
December 8, 2017 How the travel and hospitality industry is gearing up to support digital customer experience
November 21, 2017 How enterprises can align with a shared vision of creating a better customer experience
November 16, 2017 Tigerspike adds enterprise mobility design and engineering capability for crafting user experiences with Concentrix and clients.
October 31, 2017 Cisco's OneOffice journey to delivering world class customer service
October 3, 2017 Lessons from the Chicago Summit in cultivating a OneOffice culture
September 28, 2017 An analysis of the capabilities of providers of services that support customer experience with clients in the travel and hospitality industry.
August 30, 2017 An in-depth look at how enterprises are investing in and adopting a digital OneOffice-type framework.
August 30, 2017 An in-depth look at how enterprises are investing in and adopting a digital OneOffice-type framework.
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