Ivan Kotzev
Ivan Kotzev is NelsonHall's Customer Experience (CX) Services Lead Analyst, with global responsibility for CX Services research and client support.
Within CX services, Ivan covers CX transformation, delivery, and vertical capabilities.
He has been part of NelsonHall's analyst team since 2015, providing the most comprehensive and in-depth coverage of CX Services markets in the world, and is widely regarded as the leading analyst in the CX field. He assists buy-side organizations in understanding vendor capabilities and making critical sourcing decisions; and CX vendor organizations in assessing opportunities and honing their go-to-market strategies. Ivan is a leading voice on how automation and AI are revolutionizing customer 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.
Contact Ivan Kotzev
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Reports by Ivan Kotzev:
TP - CX Services Transformation
Jan 02, 2026 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes TP's offerings and capabilities in CX Services Transformation. [...]view this reportdownload abstractCX Services Transformation
Dec 10, 2025 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of the CX Services Transformation market and industry trends consists of 130 pages. [...]view this reportdownload abstractResultsCX - CX Services Transformation
Nov 21, 2025 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes ResultsCX's offerings and capabilities in CX Services Transformation. [...]view this reportdownload abstractWNS - CX Services Transformation
Nov 19, 2025 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes Atento's offerings and capabilities in CX Services Transformation. [...]view this reportdownload abstractAtento - CX Services Transformation
Nov 14, 2025 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes Atento's offerings and capabilities in CX Services Transformation. [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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CX Services in 2026: AI-Driven Transformation, Governance, Workforce & Operating Models
Jan 08, 2026, by Ivan KotzevHere are my predictions for 2026, which promises to be a defining year in the development of the CX services market. How the CX services market changed in 2025 In January 2025, I made these predictions for the CX services market: Moderate market growth of 3.5–4.5% fo[...]
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Concentrix Acquires SAI Digital to Empower Smart Commerce with AI
Nov 07, 2025, by Ivan KotzevIn September 2025, Concentrix acquired SAI Digital, an enterprise CX transformation provider specializing in ecommerce and marketing automation, based in Vietnam. I spoke with SAI Digital to understand the company’s fit in Concentrix’s technology services portfolio and the [...]
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Capita Experience Repositions for Transformative CX Services
Sep 30, 2025, by Ivan KotzevThis month, Capita hosted its inaugural Connect event to showcase the reinvented Capita Experience division. Capita CEO Adolfo Hernandez, Capita Experience CEO Corinne Ripoche, and the management team described the division’s internal transformation and restructuring ov[...]
Commented Tracking service articles:
iQor to Acquire OP360 to Expand CX Services Capacity
Jan 05, 2026 | Mergers and Acquisitions by Ivan Kotzev
TaskUs Announces Q3 2025 Revenues Up 17% to $298.7m
Nov 07, 2025 | Financial Results by Ivan Kotzev
Firstsource Announces Q2 FY 2026 Revenues Up 20.1% (13.8% in CC) to Rs. 23,122m
Nov 04, 2025 | Financial Results by Ivan Kotzev
Transcom Announces Q3 2025 Revenues Down 0.1% (Up 1.1% Organic) to €181.6m
Oct 28, 2025 | Financial Results by Ivan Kotzev
Ströer X Acquires AMEVIDA to Expand Sales Services in Germany
Sep 29, 2025 | Mergers and Acquisitions by Ivan Kotzev