HomeWho We Are Melissa Archambault

Melissa | Archambault

Research Director, Customer Engagement Strategies


Melissa is a customer experience advocate with more than 20 years of experience working in global organizations, with an emphasis on the software and telecommunications sectors. She is a thought leader and research analyst for SiriusDecisions’ Customer Engagement Strategies research and advisory service, which helps clients formalize and extend their support for post-sale customer experience as well as define and build a customer engagement function in their organization.

Prior to joining SiriusDecisions, Melissa served as the vice president of customer integration and self-serve strategies for Cablevision, a provider of digital TV, voice and high-speed internet services with local media and programming properties. She was responsible for customer experience strategies for 3.1 million homes across New York, New Jersey and Connecticut and for disseminating a total, consistent and resonant service message across all aspects of marketing, leveraging intelligence to make improvements to the customer journey. Melissa has also served as vice president for global customer experience, loyalty and insights at CA Technologies, a leading innovative enterprise software company. While at CA Technologies, Melissa was responsible for establishing the voice of the customer and customer experience programs, including customer loyalty champions, customer advisory councils and a variety of customer experience improvement programs.

Melissa’s experience also includes an extensive background in marketing strategies including, go-to-market, implementing marketing automation platforms, and creating and implementing launch management best practices.

Melissa received a Bachelor of Science in Communications and Retail Marketing from Long Island University, in Upper Brookville, New York. She is Net Promoter® certified.