Melissa O’Brien Research Vice President Customer Engagement, HFSResearch

Melissa O’Brien is Research Vice President, Customer Engagement, at HFSResearch. Melissa leads HFS’ research initiatives for digital front office services, including customer engagement operations, digital marketing, cognitive assistants and CX design and consulting – digging into the trends and change agents that are driving customer experience across the enterprise. In addition, her industry research focuses on key dynamics within retail, CPG, travel and hospitality with regards to customer-centric strategies, intelligent operations and service delivery.