DEBUG: PAGE=article, TITLE=Our Team,ID=1464,TEMPLATE=analyst

Ivan Kotzev

Ivan is NelsonHall's Customer Experience (CX) Services lead analyst, with global responsibility for CX Services research and client support.

Known for his keen analytical ability and knowledge of the latest developments in CX services delivery and transformation, Ivan assists clients worldwide in understanding and getting the most from CX services across areas including analytics, social media, omni-channel integration, and multi-process CX. Ivan is also a leading voice on how automation is revolutionizing the customer experience.

Ivan is currently working on a major global Digital Marketing Services project. Recently completed projects include Multi-Channel CX - Delivering Digital Customer Experience, and Transforming Customer Management Services through Analytics.

Ivan also covers CX services within specific industry sectors, and the latest sector-specific study, CX Services in Hospitality & Travel, is also in progress.

Ivan has several years of operational and project management experience in customer service and contact centers in the telco and travel industries. His prior roles include Customer Service Operations Manager for a traditional telco, Process Improvement Manager for a BPO contact center, and Launch Consultant for a telesales operation in the online markets space.

Ivan holds a B.A. degree in Journalism and Mass Communications from American University in Bulgaria and an MBA from the Fuqua School of Business, Duke University, North Carolina.

He lives in West London with his family and enjoys city breaks, cinema and good wine.

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:

Latest tweets by Ivan Kotzev:


Latest tweets from our analysts:

meet & follow all our analysts

Latest blog posts by Ivan Kotzev:

  • 9 Key Stages of Adoption for Next Generation Customer Service

    Feb 16, 2018, by Ivan Kotzev

    In our latest CX services research in collaboration with NASSCOM, we identified the 9 key stages of adoption for next generation customer service, as shown in the following infographic.  Insights into the differences across client industries and the best practices applied by vendors are [...]

  • Addressing Political Risks & Regulatory Changes: Priorities for CX Services in 2018

    Jan 17, 2018, by Ivan Kotzev

      In my predictions for the customer experience services industry a year ago, I noted that political risks will replace security concerns as the biggest external threat to the industry. Looking ahead to 2018, regulatory changes and government policies will have a lasting impact on the se[...]

  • CPG’s Digital CX Future: Notes from HGS Forum

    Dec 13, 2017, by Ivan Kotzev

      I recently attended HGS’ forum on the trends and challenges in CX for the European Consumer Packaged Goods (FMCG) market. In the company’s West London center, clients and prospects including Colgate, Danone, L’Oréal, Nespresso, Nomad Foods, and Mars discussed t[...]