
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:
Tech Mahindra - CX Services Transformation
Jul 15, 2025 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes Tech Mahindra's offerings and capabilities in CX Services Transformation [...]view this reportdownload abstractArmatis - CX Services Transformation
Jul 14, 2025 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes Armatis' offerings and capabilities in CX Services Transformation [...]view this reportdownload abstractGlobal CX Services Market Forecast: 2025 - 2029
Jul 07, 2025 | Market Forecast by Ivan Kotzev
NelsonHall’s updated “CX Services Market Forecast: 2025-2029” consists of 89 pages. This report covers 5 of the main CX services service lines covered by NelsonHall, providing market forecasts and vendor revenue shares for each combination of service line and geography. [...]view this reportdownload abstractTP - Conversational Commerce
Jun 17, 2025 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes TP's offerings and capabilities in Conversational Commerce [...]view this reportdownload abstractFoundever - Conversational Commerce
Jun 10, 2025 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes Foundever's offerings and capabilities in Conversational Commerce [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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Tech Mahindra Altavec Empowers Enterprises with Geospatial Analytics
Jul 17, 2025, by Ivan KotzevIn March 2025, Tech Mahindra officially launched its Altavec geospatial data and analytics platform. Altavec provides geospatial data management and operations across large-scale mapping initiatives, a priority area for asset-heavy industries. From spatial data to actionable insight[...]
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TP B2B Sales Combines Emotional Intelligence & AI for Accelerated Sales
Jun 12, 2025, by Ivan KotzevIn May, I visited TP Barcelona, where the company showcased its flagship multilingual operations in Spain and shared its B2B revenue operations as a service, built on a foundation of data-driven sales strategies, integrated sales and marketing processes, and AI-powered sales enablement[...]
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TELUS Digital: Driving GenAI Adoption with Fuel iX
May 27, 2025, by Ivan KotzevAt the beginning of May, TELUS Digital officially rolled out its Fuel iX Agent Trainer tool across its 64 global delivery centers and digital studios. NelsonHall spoke with the Fuel iX team to learn about the latest deployments of the enterprise GenAI engine, the target business cases,[...]
Commented Tracking service articles:
Concentrix Announces Q2 FY25 Revenues Up 1.5% (Up 1.5% in CC) to $2,417.4m
Jun 26, 2025 | Financial Results by Ivan Kotzev
TP Acquires Agents Only to Expand AI Training Services
Jun 18, 2025 | Mergers and Acquisitions by Ivan Kotzev
TaskUs Announces Q1 2025 Revenues Up 22.1% to $277.8m
May 09, 2025 | Financial Results by Ivan Kotzev
ibex Announces Q3 2025 Revenues Up 11% to $140.7m
May 08, 2025 | Financial Results by Ivan Kotzev
TP Announces Q1 2025 Revenues Up 2.8% (Up 1.6% like for like) to €2,613m
Apr 30, 2025 | Financial Results by Ivan Kotzev