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.