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.
August 9, 2017 The HfS Buyers' Guide offers a view on the services capabilities of Concentrix
July 7, 2017 These DumbOffice failures could seriously take some of these airlines over the edge and put them out of business.
July 6, 2017 Customer experience pros share tips for redesigning digitally driven front-office outcomes
June 7, 2017 IPsoft has a bold ambition to evolve Amelia into a core AI platform, that sits at the intersection of systems of record, systems of engagement and data If it
May 29, 2017 A buyer focused view of services capabilities of Teleperformance
March 27, 2017 Your customer experiences depend on having security integrated into all aspects of your business processes.
March 20, 2017 A look at IPsoft's Amelia and the emerging trend of virtual agents.
February 24, 2017 An evaluation of how service providers’ emerging capabilities are aligned to the OneOffice Framework.
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