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 23, 2016 For banks to remain competitive in the current climate, they will need to embrace a “customer first” strategy, with better customer experiences at the
December 22, 2016 This HfS Blueprint Report looks at the innovation and execution capabilities of 14 digital marketing operations service providers in detail.
December 13, 2016 A recent forum at Harvard University discussed how to work toward a vision for the future of health and human services.
November 29, 2016 Where are retail organizations on their journey to achieve intelligent operations?
October 25, 2016 HfS examines where contact center operations are in terms of As-a-Service maturity and how that is likely to change in the next three years.
October 5, 2016 This PoV provides a summary of the key findings from HfS Cognition Event in New York in September 2016.
September 29, 2016 This Blueprint is a spinoff of the previously published Contact Center Operations Blueprint, focusing on the digital elements of contact center BPO.
July 11, 2016 HGS introduced a strategy for optimizing customer experience by guiding people looking for help or support across channels and devices.
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