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.
July 7, 2016 Born-in-the-cloud enterprises are turning to service providers like Cognizant with a growth agenda, and changing the nature of BPO partnerships.
July 5, 2016 This PoV summarizes the most valuable ideas we captured during our recent event in San Francisco
July 1, 2016 Welcome to the TWITCH family, Tech Mahindra! Tech Mahindra has quietly accelerated to a formidable position in the IT services industry.
June 20, 2016 HfS view on HP+CSC's opportunity to address the IT and operations plumbing necessary to enable the fast-emerging digital enterprise.
June 2, 2016 Alorica is acquiring EGS to bolster its mandate for “insanely great customer service.”
June 1, 2016 How does the latest retail trend fit into the omnichannel picture?
May 23, 2016 Capgemini begins to emphasize integrating the ODIGO interaction platform with business process services.
May 23, 2016 Cognizant has invested significantly in ReD Consulting, a human sciences consultancy that can complement Cognizant's transformation capability.
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