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Meet the NelsonHall Team

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 Telecom & Media: A Path to Self-service.

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.

Analyst Relations professionals can visit the NelsonHall AR Portal to learn more about our upcoming projects.

Contact Ivan Kotzev

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    Latest blog posts by Ivan Kotzev:

    • CX Services M&A Activity Hots Up: Why Telus International is Acquiring CCC for €915m

      Dec 10, 2019, by Ivan Kotzev

        Telus International announced last week the acquisition of Competence Call Center (CCC) for ~€915m. The deal marks the biggest M&A in front-office BPO (CX Services) for 2019. It is also one of several investments in the DACH region and part of a global trend for market share a[...]

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    • CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation

      Nov 25, 2019, by Ivan Kotzev

        One of the main challenges facing front-office automation projects is the adoption of commercial terms protecting the interests of both clients and CX services providers. In an industry dominated by traditional per FTE and per hour/minute pricing, to be successful, end-to-end digital t[...]

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    • Entering the Voice Bot Age: Tech Mahindra Launches m.ai.a

      Nov 01, 2019, by Ivan Kotzev

        Voice bots are a tiny part of the customer service and outsourced CX services market today. However, they are significant both in terms of investment and the attention they are receiving from organizations. In both smart home devices (voice assistants) and traditional telephony, voice [...]

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