Ivan Kotzev
Ivan is NelsonHall's Customer Experience (CX) Services lead analyst, with global responsibility for CX Services research and client support.
Ivan is responsible for CX Services research globally. He covers CX Services research in the areas of transformation, delivery, and vertical capabilities. Ivan has been part of NelsonHall's analyst team since 2015, providing comprehensive and in-depth coverage of CX Services markets in the world. He assists both buy-side and vendor organizations in assessing opportunities and supplier capability across CX Services.
His current project is Content Transformation.
Prior to joining NelsonHall, Ivan worked for seven years in customer experience operations and project management for telecom, BPS, and new economy companies in Eastern Europe, U.S., and India. Ivan holds a BA in Journalism and Mass Communications from American University in Bulgaria and an MBA from Duke University, North Carolina. Currently residing in London with his family, Ivan enjoys city breaks, cinema, and wine tasting.
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Reports by Ivan Kotzev:
Transforming Customer Management Services through Analytics
Oct 04, 2016 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of the role of analytics in customer management services consists of 68 pages. [...]view this reportdownload abstractGenii Analytics - Transforming Customer Management Services through Analytics
Sep 30, 2016 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Genii Analytics' offerings and capabilities in transforming CMS through analytics. [...]view this reportdownload abstractWNS - Transforming Customer Management Services Through Analytics
Sep 28, 2016 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes WNS' offerings and capabilities in transforming CMS through analytics. [...]view this reportdownload abstractCSS Corp - Transforming CMS Through Analytics
Sep 19, 2016 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes CSS Corp's offerings and capabilities in transforming CMS through analytics. [...]view this reportdownload abstractIntelenet Global Services - Transforming CMS Through Analytics
Sep 19, 2016 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Intelenet Global Services' offerings and capabilities in transforming CMS through analytics. [...]view this reportdownload abstract
Latest tweets by Ivan Kotzev:
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Latest blog posts by Ivan Kotzev:
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Tech Mahindra Populii: Addressing AI Training Hypergrowth
Apr 05, 2024, by Ivan Kotzev -
ResultsCX Advances in Europe with Huntswood Acquisition
Mar 15, 2024, by Ivan Kotzev -
CX Services in 2024: Beyond GenAI
Jan 05, 2024, by Ivan Kotzev
Commented Tracking service articles:
Teleperformance Awarded CX Services Contract by Beko UK
Mar 11, 2024 | Contracts by Ivan Kotzev
Capita Awarded £220m CXS Contract Extension by German Telecom
Feb 28, 2024 | Contracts by Ivan Kotzev
Transcom Announces Q4 2023 Revenues Down 0.9% (Up 3.3% Organic) to €189.7m
Feb 22, 2024 | Financial Results by Ivan Kotzev
ResultsCX Acquires Huntswood to Expand U.K. CX Capabilities and Client Base
Feb 14, 2024 | Mergers and Acquisitions by Ivan Kotzev
Konecta Acquires Bespoke to Expand CX Services in UK
Feb 06, 2024 | Mergers and Acquisitions by Ivan Kotzev