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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 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 Start-Ups and Emerging Brands.

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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    Latest blog posts by Ivan Kotzev:

    • Harvesting the Power of Machine Translation: Webhelp Polyglot

      Jun 09, 2022, by Ivan Kotzev

        Machine translation has been one of the fastest developing areas of AI in the last five years and has quickly become a target investment for CX services players. As the technology evolves from statistical analysis to the use of neural networks, CX services companies start to benefit at[...]

    • Majorel Buys Into Turkey’s CX Services Success Story

      Apr 28, 2022, by Ivan Kotzev

        Turkey has been a success story for nearshore European CX services for several years. At the start of 2022, Majorel officially acquired Mayen Telekomünikasyon Hizmetleri A.Ş. (Mayen), an independent Turkish BPO. In this blog, I review the growth of Turkey's CX services and it[...]

    • Konecta and Comdata Merger Intensifies CXS Top 10 Competition

      Apr 19, 2022, by Ivan Kotzev

        After several months of speculation, Konecta and Comdata announced their planned merger, creating a $2bn CX services provider that positions it in the global top 10. The deal is a strategic move to respond to the growing market demand for CX transformation capabilities, greater technol[...]

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