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Melissa O'Brien

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 goods industries, with regard to customer-centric strategies, intelligent operations, and service delivery.