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.
May 23, 2016 Cognizant has invested significantly in ReD Consulting, a human sciences consultancy that can complement Cognizant's transformation capability.
May 9, 2016 The San Francisco Infosys Confluence Summit has taken on a cultish culture, vaguely reminiscent of Salesforce’s Dreamforce.
April 29, 2016 Analysis of the Contact Center Operations market, including 18 service providers.
April 5, 2016 Facebook messenger could become the next linchpin in enterprise omnichannel communication.
April 4, 2016 HfS shares our experience attending the first Indo-US BPO Summit, where India's BPO elite gathered to talk about change in the industry.
March 30, 2016 Key considerations and advice for service buyers seeking a provider to help implement a social customer experience strategy.
March 11, 2016 The Sykes acquisition of ClearLink adds digital marketing and sales generation to its portfolio poses integration and talent alignment challenges.
March 1, 2016 HfS explores strategies for developing omnichannel communication and suggestions for moving the dialogue forward in the future.
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