Melissa O’Brien is Research Director, Contact Center, Omnichannel Operations and BPO at HfS Research.
Her research coverage includes customer experience management services, exploring ties with marketing operations and developing thought leadership around intelligent automation for contact center and vertically-specific customer engagement business processes. In addition, she focuses on key dynamics within the retail and consumer packaged good industries, with regards to customer-centric strategies, intelligent operations and service delivery.
Prior to HfS, Melissa spent four and a half years at IDC leading the Worldwide Customer Experience Management Services program. Her role at IDC included analysis of evolving contact center business process delivery and consumer communication trends, delivering reports, presentations and custom consulting projects including market forecasts and in-depth competitive assessments. This included leading plenary sessions at NASSCOM, IDC Directions, and various other service provider and industry events.
Melissa previously worked within the BPO industry as Client Services Manager at PSG Global Solutions, an outsourced recruiting services business. Melissa held various roles at PSG Global, including new client implementation, program design, and training, including development and delivery of the original training program in their Manila and Cebu, Philippines offices.
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.
Melissa is a Boston area native and lives just outside the city with her husband and adorably mischievous Bluetick Coonhound. She enjoys various outdoor activities, traveling, and has recently become a kickboxing fanatic.