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 CX Services in Telecom & Media: A Path to Self-service.
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.
Analyst Relations professionals can visit the NelsonHall AR Portal to learn more about our upcoming projects.
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:
Infosys - CX Services in Telecom and Media
Apr 03, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Infosys offerings and capabilities in CX Services in Telecom and Media. [...]view this reportdownload abstracttranscosmos - CX Services in Telecom and Media
Mar 24, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes transcosmos offerings and capabilities in CX Services in Telecom and Media. [...]view this reportdownload abstractAtento- Cognitive CX Services
Feb 05, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Atento's offerings and capabilities in Cognitive CX Services. [...]view this reportdownload abstractHGS - Cognitive CX Services
Jan 27, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes HGS' offerings and capabilities in Cognitive CX Services. [...]view this reportdownload abstractTeleperformance - Cognitive CX Services
Jan 17, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Teleperformance's offerings and capabilities in Cognitive CX Services. [...]view this reportdownload abstract
Latest tweets by Ivan Kotzev:
Follow @Ivan KotzevLatest tweets from our analysts:
Latest blog posts by Ivan Kotzev:
-
WAH CX Delivery Extending Beyond North America: Lessons from Transcom
Feb 28, 2020, by Ivan KotzevAs businesses brace for the effects of the Covid-19 virus, one direct impact is already happening: the mandatory shift to work-at-home (WAH) in China created the world’s biggest remote working experiment. In CX services, this health hazard is putting the WAH model top of mind for[...]
-
Teleperformance Optimizes its Go-to-Market with Digital Integrated Business Services
Feb 14, 2020, by Ivan KotzevAt the end of January 2020, NelsonHall attended Teleperformance’s global analyst meeting in Mumbai. Here are some insights into the company’s progress since the Intelenet acquisition in October 2018 and the formation of Teleperformance Digital Integrated Business Services ([...]
-
CX Services M&A Activity Hots Up: Why Telus International is Acquiring CCC for €915m
Dec 10, 2019, by Ivan KotzevTelus International announced last week the acquisition of Competence Call Center (CCC) for ~€915m. The deal marks the biggest M&A in front-office BPO (CX Services) for 2019. It is also one of several investments in the DACH region and part of a global trend for market share a[...]
Commented Tracking service articles:
Concentrix Announces Q1 FY20 Revenues Up 1.3% (Up 0.7% in CC) to $1,188.6m
Mar 24, 2020 | Financial Results by Ivan Kotzev
TTEC Announces Q4 2019 Revenues Up 10.1% to $461.3m
Mar 04, 2020 | Financial Results by Ivan Kotzev
Atento Announces Q4 2019 Revenues Down 1.1% (Up 4.8% in CC) to $417.2m
Mar 03, 2020 | Financial Results by Ivan Kotzev
Teleperformance Announces Q4 2019 Revenues Up 11.1% (Up 8.4% in CC) to €1,439m
Feb 20, 2020 | Financial Results by Ivan Kotzev
Transcom Announces Q4 2019 Revenues Down 0.8% to €141.8m
Feb 14, 2020 | Financial Results by Ivan Kotzev