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.

Genpact gets Right to the Point to bring the front and back office together… as OneOffice

October 20, 2019 | Phil Fersht, Melissa O'Brien

Did you hear the one about the GE finance captive spinoff which ended up as a Top 6 AI Services firm...Read More
Digital Associates finally have their flaming platform

April 12, 2020 | Phil Fersht, Melissa O'Brien, Emily Coates

HFS examines the world of chatbots and their more sophisticated cousins, Digital AssociatesRead More

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Without a Virtual OneOffice Organization, you won’t survive this Pandemic Economy

August 30, 2020 | Phil Fersht, Melissa O'Brien, Sarah Little

Creating a true OneOffice experience is the very foundation of operating as a digital or virtual organization, where there are no stovepipes, no silos, no breakpoints that prevent processes functioning end-to-end and data to flow freely across the organizRead More

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HFS Vision 2025 is here: The New Dawn to become a OneOffice Organization

December 07, 2020 | Phil Fersht, Reetika Fleming, Melissa O'Brien, Tom Reuner, Saurabh Gupta, Elena Christopher, Sarah Little

HFS Unveils its Vision 2025: The New Dawn to become a OneOffice OrganizationRead More

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The 9-to-5 job is officially dead… Work-from-Anywhere becomes our new reality

February 18, 2021 | Phil Fersht, Melissa O'Brien

OneOffice is the mindset to put real digital transformation into action, and there has never been a burning platform like the Work-From-Anywhere (WFA) revolution to force this changeRead More

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Getting chatbot fatigue? Then upgrade to digital associates…

April 17, 2021 | Phil Fersht, Melissa O'Brien

HGS analyst Melissa O'Brien gets to the point on chatbots and digital associatesRead More

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Unleashing cultural innovation is dictating the emerging work environment

June 19, 2021 | Phil Fersht, Melissa O'Brien

Much can be achieved in a pure remote model, but it's simply not sustainable for a healthy, energizing work environment in the medium-long termRead More

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Sitel buys SYKES. Now a CX juggernaut triumvirate emerges with Teleperformance and Concentrix

June 22, 2021 | Phil Fersht, Melissa O'Brien

While scaling up to compete with Teleperformance and Concentrix is clearly the game-plan, Sitel/SYKES needs to focus on the value of the parts and integrate at speedRead More

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Teleperformance, Concentrix, Telus, Sitel/Sykes and Tech Mahindra kept the CX lights on during the Pandemic

August 21, 2021 | Phil Fersht, Melissa O'Brien

The Pandemic has driven the imperative to manage the intersection between traditional BPO delivery and digital capabilityRead More

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Can virtual assistants help to heighten the value of customer interactions? CSS Corp looks to Yodaa for wisdom.

July 18, 2017 | Melissa O'Brien

CSS is piloting Yodaa across 3 clients and 1 client has already gone live with the virtual assistant.Read More

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Newer posts 1 2 3 4 5 6 Older posts

Genpact gets Right to the Point to bring the front and back office together… as OneOffice

Digital Associates finally have their flaming platform

Without a Virtual OneOffice Organization, you won’t survive this Pandemic Economy

HFS Vision 2025 is here: The New Dawn to become a OneOffice Organization

The 9-to-5 job is officially dead… Work-from-Anywhere becomes our new reality

Getting chatbot fatigue? Then upgrade to digital associates…

Unleashing cultural innovation is dictating the emerging work environment

Sitel buys SYKES. Now a CX juggernaut triumvirate emerges with Teleperformance and Concentrix

Teleperformance, Concentrix, Telus, Sitel/Sykes and Tech Mahindra kept the CX lights on during the Pandemic

Can virtual assistants help to heighten the value of customer interactions? CSS Corp looks to Yodaa for wisdom.

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By Phil Fersht