Ivan Kotzev
Ivan is NelsonHall's Customer Management Services (CMS) lead analyst, with global responsibility for CMS research and client support.
Known for his keen analytical ability and knowledge of the latest developments in CMS delivery and transformation, Ivan assists clients worldwide in understanding and getting the most from CMS across areas including analytics, social media, omni-channel integration, and multi-process CMS. Ivan is also a leading voice on how automation is revolutionizing the customer experience.
Ivan is currently working on a major global Digital Marketing Services project. Recently completed projects include Multi-Channel CMS - Delivering Digital Customer Experience, and Transforming Customer Management Services through Analytics.
Ivan also covers CMS within specific industry sectors, and the latest sector-specific study, CMS in Hospitality & Travel, is also in progress.
Ivan has several years of operational and project management experience in customer service and contact centers in the telco and travel industries. His prior roles include Customer Service Operations Manager for a traditional telco, Process Improvement Manager for a BPO contact center, and Launch Consultant for a telesales operation in the online markets space.
Ivan holds a B.A. degree in Journalism and Mass Communications from American University in Bulgaria and an MBA from the Fuqua School of Business, Duke University, North Carolina.
He lives in West London with his family and enjoys city breaks, cinema and good wine.
Contact Ivan Kotzev
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Reports by Ivan Kotzev:
transcosmos - Digital Marketing Services
Sep 22, 2017 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes transcosmos' offerings and capabilities in digital marketing services. [...]view this reportdownload abstractWebhelp - Multi-channel CMS: Delivering Digital Customer Experience
Jul 26, 2017 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Webhelp's offerings and capabilities in multi-channel CMS. [...]view this reportdownload abstractConcentrix - Multi-channel CMS: Delivering Digital Customer Experience
Jun 15, 2017 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Concentrix's offerings and capabilities in Multi-channel CMS. [...]view this reportdownload abstractIntelenet - Multi-channel CMS: Delivering Digital Customer Experience
Jun 15, 2017 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Intelenet's offerings and capabilities in Multi-channel CMS. [...]view this reportdownload abstractSutherland - Multi-channel CMS: Delivering Digital Customer Experience
Jun 14, 2017 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in Multi-channel CMS. [...]view this reportdownload abstract
Latest tweets by Ivan Kotzev:
Follow @Ivan KotzevLatest tweets from our analysts:
- @IvanK_NH Sep 22, 2017.@CapitaCustMgt and @SKODAUK launch video for live showroom stream to potential customers over mobile https://t.co/jwNcbxh7yH @NHInsight
- @IvanK_NH Sep 22, 2017We just published a new #DigitalMarketing profile of #transcosmos now available for program members at https://t.co/ceFykWmqDy
- @IvanK_NH Sep 22, 2017transcosmos & #Dentsu form a new JV for #DigitalMarketing services incl. web & app development, social media, AI https://t.co/o0MlsdF9Pf
- @IvanK_NH Sep 22, 2017Macy's Omnichannel Journey - from Voice to Chatbots #NelsonHall Buyer Intelligence Group Webinar, September 28th https://t.co/8WkwHxqBMj
- @IvanK_NH Sep 21, 2017
Latest blog posts by Ivan Kotzev:
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Customer Experience in China: Teleperformance Welcomes the Digital Leap
Aug 18, 2017, by Ivan KotzevNelsonHall recently attended Teleperformance’s annual analyst event in Xi’an, China. The location was selected to highlight the strong growth of Teleperformance in China, and to showcase latest initiatives to extend its influence in this very distinctive customer experience[...]
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Reshuffle in the European Customer Management Services Market: Comdata Acquires French Provider B2S
Jul 05, 2017, by Ivan KotzevOn June 8th, Italian BPS provider Comdata announced the acquisition of the French group Izium, which includes the CMS provider B2S, for ~€200m. The acquisition will be the first entry for Comdata in France and will lift the company to a top 5 CMS provider in Europe with estimated proforma r[...]
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Closing the Gap in Healthcare: TeleTech’s Approach
Jun 28, 2017, by Ivan KotzevIn April 2017, TeleTech acquired healthcare BPS provider Connextions for $80m. The acquisition makes healthcare the second largest vertical for TeleTech, expected to reach ~21% of their annual revenue at ~$300m. I spoke with TeleTech recently to discuss the acquisition and their focus [...]
Commented Tracking service articles:
Clearlink Acquires Portent to Enhance Digital Marketing Services
Sep 08, 2017 | Mergers and Acquisitions by Ivan Kotzev
TELUS International Acquires Voxpro to Expand Global Footprint
Aug 16, 2017 | Mergers and Acquisitions by Ivan Kotzev
Atento Announces Q2 2017 Revenues Up 5.6% (Up 2.4% in CC) to $473.7m
Aug 15, 2017 | Financial Results by Ivan Kotzev
Convergys Announces Q2 2017 Revenue Down 0.8% (Up 0.2% in CC) to $686.8m
Aug 08, 2017 | Financial Results by Ivan Kotzev
Firstsource Announces Q1 FY18 Revenues Down -1.8% (Up 6.0% in CC) to Rs. 8,777m
Aug 08, 2017 | Financial Results by Ivan Kotzev