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 3, 2024 The sweeping impacts Project 2025 will have on the telecommunications industry.
November 26, 2024 Top priorities for THL firms include new business models, ESP and data.
November 21, 2024 Firstsource is helping clients embrace the agentic AI opportunity.
November 20, 2024 GenAI plus customer data platforms highlight the potential power of “and”
September 25, 2024 Infosys continues to move the needle on AI by targeting use cases beyond IT organizations.
August 30, 2024 HFS’ 2024 Pulse data and state-of-the-market summary for Travel, Hospitality and Logistics are here!
August 22, 2024 Accenture's acquisition of ANSR deepens India's GCC growth, blending innovation with operational agility for enterprises.
August 19, 2024 HFS, with Tech Mahindra, recently hosted a roundtable session to discuss the importance of dreaming and doing for GenAI success.
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