Melissa O'Brien - HfS Research

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/