
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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Reports by Ivan Kotzev:
Customer Experience Operations Transformation
Apr 01, 2022 | Customer Perspectives by Ivan Kotzev
This report is for end-user (buy-side) organizations who are interested in understanding the current and future shape of the customer experience (CX) operations transformation market as well as the requirements and experiences of their peers. [...]view this reportCX Operations Transformation
Mar 29, 2022 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of CX Operations Transformation consists of 92 pages. [...]view this reportdownload abstractWebhelp - Customer Experience Operations Transformation
Feb 03, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Webhelp's offerings and capabilities in Customer Experience Operations Transformation [...]view this reportdownload abstractTELUS International - Customer Experience Operations Transformation
Jan 28, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes TELUS International's offerings and capabilities in Customer Experience Operations Transformation [...]view this reportdownload abstractCSS Corp - Customer Experience Operations Transformation
Jan 20, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes CSS Corp's offerings and capabilities in Customer Experience Operations Transformation [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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Harvesting the Power of Machine Translation: Webhelp Polyglot
Jun 09, 2022, by Ivan KotzevMachine 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[...]
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Majorel Buys Into Turkey’s CX Services Success Story
Apr 28, 2022, by Ivan KotzevTurkey 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[...]
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Konecta and Comdata Merger Intensifies CXS Top 10 Competition
Apr 19, 2022, by Ivan KotzevAfter 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[...]
Commented Tracking service articles:
Webhelp Acquires Grupo Services to Enter Brazil CX Services
Jun 13, 2022 | Mergers and Acquisitions by Ivan Kotzev
TTEC Announces Q1 2022 Revenues Up 9.2% (Flat Organic) to $588.7m
May 04, 2022 | Financial Results by Ivan Kotzev
Comdata to Merge with Konecta to Strengthen CX Services Positioning
Apr 06, 2022 | Mergers and Acquisitions by Ivan Kotzev
Majorel Opens First CX Services Center in Thessaloniki, Greece
Mar 22, 2022 | New Offerings by Ivan Kotzev
Majorel Announces Q4 2021 Revenues Up 25.7% to €470m
Mar 17, 2022 | Financial Results by Ivan Kotzev