
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:
TELUS International - Content Transformation
Aug 14, 2023 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes TELUS International's offerings and capabilities in Content Transformation [...]view this reportdownload abstractGlobal CX Services Market Forecast: 2023 - 2027
Aug 11, 2023 | Market Forecast by Ivan Kotzev
NelsonHall’s “CX Services Market Forecast: 2023-2027” consists of 80 pages. This report covers five of the main CX services service lines covered by NelsonHall, providing market forecasts and vendor revenue shares for each combination of service line and geography. [...]view this reportdownload abstractWipro - Content Transformation
Jul 03, 2023 | Vendor Analysis by Ivan Kotzev
This vendor assessment analyzes Wipro's offerings and capabilities in content transformation services. [...]view this reportdownload abstractFoundever - Content Transformation
Jun 23, 2023 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Foundever's offerings and capabilities in content transformation. [...]view this reportdownload abstractTech Mahindra - Content Transformation
Jun 19, 2023 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes Tech Mahindra's offerings and capabilities in content transformation. [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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Transcom Employs AI to Reinvent Multilingual CX
Aug 16, 2023, by Ivan KotzevAI-generated text and voice have significant applications in CX services, with multilingual support now offering the most transformative use cases. Transcom has been actively building its capabilities in AI voice with its T:Translate platform and already has live implementations. In[...]
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Movate Moves Aggressively to Capture Generative AI Opportunities
Jul 17, 2023, by Ivan KotzevThe opportunities and applications of generative AI are the most pressing topics for IT and CX managers alike. Movate is moving aggressively in the space by developing a set of offerings and platform accelerators and then piloting with enterprise brands to gain first-mover advantage. I[...]
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Teleperformance on the Offensive with Plan to Acquire Majorel
May 05, 2023, by Ivan KotzevIn the last week of March, Teleperformance made two significant announcements. The first was the planned acquisition of 100% of Majorel shares for a total consideration of €3bn, including €1bn of Teleperformance shares in exchange. The transaction will create a company with $[...]
Commented Tracking service articles:
ibex Announces Q4 2023 Revenues Up 0.6% to $124.4m
Sep 13, 2023 | Financial Results by Ivan Kotzev
Transcom Announces Q2 2023 Revenues Up 1.1% (Up 1.9% Organic) to €174.8m
Aug 24, 2023 | Financial Results by Ivan Kotzev
TELUS International Announces Q2 2023 Revenues Up 6.9% (Up 7% in CC) to $667m
Aug 04, 2023 | Financial Results by Ivan Kotzev
TTEC Announces Q2 2023 Revenues Down 0.6% to $600.4m
Aug 03, 2023 | Financial Results by Ivan Kotzev
Teleperformance Announces Q2 2023 Revenues Down 1.5% (Up 2.5% Like for Like) to €1,954m
Jul 26, 2023 | Financial Results by Ivan Kotzev