Melissa O'Brien, Author at Horses for Sources

Melissa O'Brien

Executive Research Leader

Melissa is an Executive Research Leader and Head of Research Operations at HFS Research. Melissa leads HFS’ research initiatives for all things customer experience, including contact center, digital marketing and sales, CX design, and conversational AI. Her industry research focuses on key services dynamics within retail, CPG, travel, and hospitality firms. Melissa also looks after operations across all research coverage areas, helping HFS realize our own version of OneOffice™.

Melissa brings hands-on industry and analyst experience to her role at HFS. She previously led IDC’s Worldwide Customer Experience Management Services program, including analysis of evolving contact center business process delivery and consumer communication trends. Prior to IDC, Melissa held various roles in the contact center BPO industry, including new client implementation, program design, and training development for contact centers in Manila and Cebu, Philippines.  Melissa has led plenary sessions at HFS FORA, NASSCOM, IDC Directions, and various other service provider and industry events.

Melissa graduated with honors from the University of New Hampshire with a BA in English and Communication, and is a member of the Phi Beta Kappa honor society. She is a Boston area native who enjoys traveling, kickboxing, and spending time outdoors, including walking and hiking with her two adorably mischievous hounds.

Get ready to experience the Chief Experience Officer… meet Abby Godee Copy

July 09, 2022 | Melissa O'Brien, Phil Fersht

We’ve talked a lot about the shift to the full-on digital workplace, and now we’re in this “phygital” purgatory where...Read More
A glimpse into the contact center of the future: the digitally enabled contact center

October 06, 2016 | Melissa O'Brien

A glimpse into the contact center of the future: the digitally enabled contact centerRead More

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Retail Embraces the Digital OneOffice and Optimizing the In-Store Experience (NRF report)

February 03, 2017 | Melissa O'Brien

Retail giants and small retail innovators, moving to OneOffice is about enabling the ability to support heightened customer expectations and often strengthening business fundamentals in order to do soRead More

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How Data and Technology Shape our Experiences as Humans, an interview with Kate O’Neill

August 29, 2017 | Melissa O'Brien

Melissa O'Brien interviews Kate O'Neill on her upcoming book and her keynote session at HfS' Future of Operations SummitRead More

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Accenture, IBM, Cognizant, Infosys, Wipro and TCS lead the first Digital OneOffice Blueprint

June 10, 2018 | Phil Fersht, Melissa O'Brien, Anirudh Pillala, Saurabh Gupta

HfS releases the first official blueprint rating of leading service providers offering multi-functional OneOffice capabilitiesRead More

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Concentrix gets up close and personal with Teleperformance with its Convergys acquisition

June 29, 2018 | Phil Fersht, Melissa O'Brien

Just a couple of weeks after Teleperformance splashed $1 billion in Intelent we finally see Convergys gobbled upRead More

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It’s Bots-in-Seats as IBM, Cognizant, Accenture, TCS, Infosys and Tech Mahindra lead the HFS TOP 10 Cognitive Assistants

September 07, 2018 | Phil Fersht, Melissa O'Brien

Chatbots are dead - long live cognitive assistantsRead More

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SYKES acquires Symphony becoming the first call center provider with significant automation capability

October 22, 2018 | Phil Fersht, Melissa O'Brien

Call center provider SYKES disrupts the BPO industryRead More

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Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

March 16, 2019 | Phil Fersht, Melissa O'Brien

Enterprises must navigate the changing of the guard for intelligent customer experience servicesRead More

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Fishing for digital dominance… meet Brian

April 11, 2019 | Phil Fersht, Melissa O'Brien

Brian Whipple, CEO Accenture Interactive, describes the evolution of the world’s premier experience agencyRead More

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Newer posts 1 2 3 4 … 6 Older posts

Get ready to experience the Chief Experience Officer… meet Abby Godee Copy

A glimpse into the contact center of the future: the digitally enabled contact center

Retail Embraces the Digital OneOffice and Optimizing the In-Store Experience (NRF report)

How Data and Technology Shape our Experiences as Humans, an interview with Kate O’Neill

Accenture, IBM, Cognizant, Infosys, Wipro and TCS lead the first Digital OneOffice Blueprint

Concentrix gets up close and personal with Teleperformance with its Convergys acquisition

It’s Bots-in-Seats as IBM, Cognizant, Accenture, TCS, Infosys and Tech Mahindra lead the HFS TOP 10 Cognitive Assistants

SYKES acquires Symphony becoming the first call center provider with significant automation capability

Are call centers cool again? Teleperformance, Concentrix and SYKES lead the first Top Ten for customer engagement operations

Fishing for digital dominance… meet Brian

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By Phil Fersht