Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative analyst firms focused on BPO and CX.

Melissa looked back at the key CX trends from 2018 and ahead to what we should be expecting as the key trends for 2019.

https://www.linkedin.com/in/melissa-o-brien/
https://www.hfsresearch.com/

Melissa O'Brien is the Research Vice President for customer engagement, retail and travel at HfS Research - she is based in Boston, Massachusetts. HfS is known globally as one of the most innovative analyst firms focused on BPO and CX. Melissa looked back at the key CX trends from 2018 and ahead to what we should be expecting as the key trends for 2019. https://www.linkedin.com/in/melissa-o-brien/ https://www.hfsresearch.com/

Melissa O'Brien - HfS Research

CX Files features your hosts, CX industry analysts Mark Hillary and Peter Ryan, speaking each week to leading analysts, thinkers, and practitioners focused on managing the Customer Experience (CX). In each episode Mark and Peter talk to their guests about the future of CX, the important trends, and what customers really expect from brands today.

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Melissa O'Brien - HfS Research

Melissa O'Brien - HfS Research