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.

Ivan is a Lead Analyst at NelsonHall, responsible for CX Services research globally. Ivan 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.


Current project summary:

Ivan is currently working on a major global project on Customer Experience Services in Energy and Utilities which will provide a detailed analysis of the vendors' CX services offerings, delivery capabilities, and the extent of the use of digital transformation, automation, analytics, and omnichannel in support of the sectors.


Summary of last project:

His latest project, Digital Customer Experience is an in-depth analysis and forecast of the overall customer experiences services market, identifying clients' current and future needs, best transformational practices and models, major industry trends and challenges, and the maturity of the application of digital technology and frameworks.


More about Ivan:

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 B.A. degree 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

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:

  • Concentrix VOC: Measuring CX Transformation

    May 03, 2019, by Ivan Kotzev

    Despite 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[...]

  • Proactive Social Media Engagement: Best Practices from Startek & Aegis

    Apr 17, 2019, by Ivan Kotzev

    Consumers are evolving their preferred ways of interacting on social media: ‘spontaneous’ stories are replacing produced content, transparency and privacy are driving the spread of private groups and influencing regulatory push, and machine learning is personalizing conversational co[...]

  • Chat Services: Teleperformance’s Playbook & Targets

    Mar 27, 2019, by Ivan Kotzev

      In NelsonHall’s 2017 report, ‘Multi-Channel CMS – Delivering Digital Customer Experience’, I forecast that the chat channel, in all its forms, would become 18% of the global CX services outsourcing market by 2020, growing by 30% CAGR. What fuels this sizable gro[...]

close