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Melissa O'Brien

Melissa O'Brien

Research Vice President
HFS Research
Melissa O'Brien is Research Vice President, Customer Engagement, Retail and Travel Strategies at HfS Research. Melissa leads HfS’ research initiatives for digital front office services, including customer engagement operations, digital marketing, cognitive agents 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.

Speaking in:

Monday Jan 14
11:00 - 11:30 AM
Stage 6, EXPO Hall, Level 3
Today’s shoppers expect rewarding, engaging and safe experiences. Digital natives are creating new business models by leveraging disruptive technologies. Brands are establishing direct-to-consumer propositions. Retail’s leaders have... Read more