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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

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Latest blog posts by Ivan Kotzev:

  • 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[...]

  • Parsing the Customer Journey: How WNS Translates Data to Insights

    Mar 12, 2018, by Ivan Kotzev

      NelsonHall recently visited WNS’ Analytics CoE in Bangalore. Research & analytics (R&A) services are key activities for WNS, as a first point of entry into new clients, and also as a higher margin activity in existing accounts. Readers of NelsonHall’s Quarterly Upda[...]

  • How Indian CX Services' Channel Mix Will Change by 2020

    Feb 22, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we have mapped how Indian CX services channel mix will change by 2020, as shown in the following infographic.  NelsonHall’s Customer Experience Services program delivers the most comprehensive insight for buyers and [...]

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