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 Retail & CPG: Transforming the Buying Experience.
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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Contact Ivan Kotzev
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Reports by Ivan Kotzev:
Tech Mahindra - CX Services in Retail and CPG
Jul 17, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Tech Mahindra's offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstractComdata- CX Services in Retail and CPG
Jul 16, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Comdata's offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstractSitel - CX Services in Retail and CPG
Jul 05, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Sitel's offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstractSYKES- CX Services in Retail and CPG
Jul 03, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes SYKES' offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstractAlorica- CX Services in Retail and CPG
Jul 01, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Alorica's offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstract
Latest tweets by Ivan Kotzev:
Follow @Ivan KotzevLatest tweets from our analysts:
- @IvanK_NH Jul 19, 2019Sign up for #NelsonHall Buyer Intelligence Group for access to buy-side resources https://t.co/zhtDPU47IS
- @IvanK_NH Jul 18, 2019RT @MikeS_NH: 20-year-old hacker arrested in relation to #DataBreach that took personal details of 70% of the population of Bulgaria. Via N…
- @IvanK_NH Jul 18, 2019New #NelsonHall vendor profile of @TechMBPS #CXServices in Retail and CPG covering sector capabilities, technology… https://t.co/MP4WB7yQSV
- @IvanK_NH Jul 17, 2019Check out #NelsonHall blogs on @TietoCorp & @EVRY_ASA, @hcltech and #crowdtesting https://t.co/KwAYepPP0k via @NHInsight
- @IvanK_NH Jul 17, 2019.@AtentoCorp opens 1k people #CXServices center in #Madrid, its 2nd in the city and 15th in Spain https://t.co/d5158MfHin #CX @NHInsight
Latest blog posts by Ivan Kotzev:
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Will Crowdsourced Customer Service Get Solv(ed)?
Jun 26, 2019, by Ivan KotzevCrowdsourcing and different types of freelanced customer support models pre-date the current household names using these models in leisure and travel, personal transportation, and delivery services. Many of these early attempts died out because of poor business models, or remain effect[...]
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Seizing the Automation Opportunity: Alorica’s Automated Discovery Process
May 28, 2019, by Ivan KotzevOne of the first stumbling blocks of business process transformation is identifying meaningful automation opportunities. A typical process will have a management consultant, system expert, or Lean Six Sigma specialist to monitor manual processes for a set time, collect performance data, and make[...]
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Concentrix VOC: Measuring CX Transformation
May 03, 2019, by Ivan KotzevDespite the evolution of contact center technology (think conversational AI), the spread of digital channels (think smart speakers), and the dramatic change in the ways companies interact with customers (think mobile-first), the industry KPIs for measuring the impact of these transformations rem[...]
Commented Tracking service articles:
Groupe Bruxelles Lambert to Acquire Webhelp
Jul 09, 2019 | Mergers and Acquisitions by Ivan Kotzev
Concentrix Announces Q2 FY19 Revenues Up 136.3% (Up 139.3% in CC) to $1,161m
Jun 25, 2019 | Financial Results by Ivan Kotzev
VXI Awarded CX Services Contract Expansion by Consumer and Merchants Retailer
Jun 14, 2019 | Contracts by Ivan Kotzev
Hinduja Global Solutions Announces Q4 FY19 Revenues Up 28.0% (Up 22.5% in CC) to Rs. 12,846m
May 31, 2019 | Financial Results by Ivan Kotzev
Atento Announces Q1 2019 Revenues Down 10.9% (Up 2.0% in CC) to $436.7m
May 20, 2019 | Financial Results by Ivan Kotzev