Melissa Fersht, Author at Horses for Sources

Melissa Fersht

Executive Research Leader

Melissa is an Executive Research Leader and Head of Research Operations at HFS Research. Melissa leads HFS’ research initiatives for all things customer experience, including contact center, digital marketing and sales, CX design, and conversational AI. Her industry research focuses on key services dynamics within retail, CPG, travel, and hospitality firms. Melissa also looks after operations across all research coverage areas, helping HFS realize our own version of OneOffice™.

Melissa brings hands-on industry and analyst experience to her role at HFS. She previously led IDC’s Worldwide Customer Experience Management Services program, including analysis of evolving contact center business process delivery and consumer communication trends. Prior to IDC, Melissa held various roles in the contact center BPO industry, including new client implementation, program design, and training development for contact centers in Manila and Cebu, Philippines.  Melissa has led plenary sessions at HFS FORA, NASSCOM, IDC Directions, and various other service provider and industry events.

Melissa graduated with honors from the University of New Hampshire with a BA in English and Communication, and is a member of the Phi Beta Kappa honor society. She is a Boston area native who enjoys traveling, kickboxing, and spending time outdoors, including walking and hiking with her two adorably mischievous hounds.

Digital Customer Service BPO: A Chat with HGS

February 03, 2017 | Melissa Fersht

I recently caught up with Wendy Shlensky of HGS to talk about customer service trends on her blog. Here’s what...Read More
Whatever the fate of the ACA, Consumerism in Healthcare is here to stay

March 16, 2017 | Barbra McGann, Melissa Fersht

Amid all this uncertainty, one thing that is sure not to change is the consumerism that has taken a strong hold within the healthcare industry, which would be the case with or without the ACA.Read More

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#Traveldiaries2017 – Are you creating memorable service experiences for your travel customers?

March 21, 2017 | Melissa Fersht

All the things T&H service buyers and service providers could be doing better to think of ME, the traveler, at the core of their operationsRead More

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WNS Finally “On TRAC” To Automate And Increase The Intelligence Of Business Processes

April 24, 2017 | Reetika Fleming, Melissa Fersht

Buyers Need To Be Proactive In Pushing For Automation And Technology Enablement In Their DealsRead More

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“Igniting Innovation”: KPMG features an experiential approach to digital transformation in its Analyst Day

May 05, 2017 | Christine, Barbra McGann, Melissa Fersht

KPMG looks to bring purpose and passion for helping clients be successful in making innovation a part of the core of their businesses – through a diverse workforce, solutions, and collaboration.Read More

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A Moment of Transformation with the “New Sitel”

May 16, 2017 | Melissa Fersht

Here’s what I learned as one of the analyst community members that spent time with Sitel executives and 70+ clients and prospects at its 2017 Miami Analyst Day and corresponding Customer Summit this weekRead More

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Transforming the Digital Customer Experience—Four Ways to Move from Theory to Practice

May 16, 2017 | Melissa Fersht

Key themes that customer experience oriented companies can take away as they look to implement customer experience strategies within their organizations and in conjunction with their service providersRead More

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Newer posts 1 … 4 5 6

Digital Customer Service BPO: A Chat with HGS

Whatever the fate of the ACA, Consumerism in Healthcare is here to stay

#Traveldiaries2017 – Are you creating memorable service experiences for your travel customers?

WNS Finally “On TRAC” To Automate And Increase The Intelligence Of Business Processes

“Igniting Innovation”: KPMG features an experiential approach to digital transformation in its Analyst Day

A Moment of Transformation with the “New Sitel”

Transforming the Digital Customer Experience—Four Ways to Move from Theory to Practice

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