DEBUG: PAGE=article, TITLE=Our Team,ID=1464,TEMPLATE=analyst

Ivan Kotzev

Ivan is NelsonHall's Customer Experience (CX) Services lead analyst, with global responsibility for CX Services research and client support.

Ivan is a Lead Analyst at NelsonHall, responsible for CX Services research globally. Ivan 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.


Current project summary:

Ivan is currently working on a major global project on Digital Customer Experience which will provide a detailed analysis of the overall customer experiences services market, together with identification of best practice and the way in which the use of automation, omnichannel, analytics, and new delivery models are transforming customer experience.


Summary of last project:

His latest project, Customer Experience Services in the Travel, Transportation, and Hospitality evaluated vendors' CX services offerings, delivery capabilities, and the extent of the use of automation, analytics, and omnichannel in support of the sector.


More about Ivan:

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 B.A. degree 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.

Contact Ivan Kotzev

Only NelsonHall clients have access to our analysts and advisors for their expert advice and opinion. To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.

Reports by Ivan Kotzev:

Latest tweets by Ivan Kotzev:

  

Latest tweets from our analysts:

meet & follow all our analysts

Latest blog posts by Ivan Kotzev:

  • Teleperformance to Acquire Intelenet, Makes Strategic Bet on India & Analytics

    Jun 15, 2018, by Ivan Kotzev

      After several months of media speculation, Teleperformance officially announced yesterday an agreement to acquire Intelenet Global Services from the private equity Blackstone for a total consideration of $1bn. Boost for Indian market The deal will expand Teleperformance’s t[...]

  • The End of Telecoms Sector Dominance in CX Services?

    May 01, 2018, by Ivan Kotzev

      For many years, the telecoms sector has been the dominant market for customer experience (CX) services providers. However, over the last few years, consolidation, flat performance, decreasing margins caused by market saturation, new digital models and competitors, and unfavorable regul[...]

  • Aegis & StarTek Expand Globally with ~$700m Merger

    Mar 20, 2018, by Ivan Kotzev

      Last week Aegis Global and StarTek announced the creation of a combined company. The merger will see Aegis majority owner PE Capital Square Partners swap shares with the NYSE listed StarTek, to reach a ~55% stake in the merged company. The deal is expected to close by Q3 2018. Here I l[...]

close