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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.

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Latest blog posts by Ivan Kotzev:

  • Reshuffle in the European Customer Management Services Market: Comdata Acquires French Provider B2S

    Jul 05, 2017, by Ivan Kotzev

    On 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[...]

  • Closing the Gap in Healthcare: TeleTech’s Approach

    Jun 28, 2017, by Ivan Kotzev

      In 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 [...]

  • Virtual Assistant I Am! CSS Corp Looks to Yodaa

    Jun 12, 2017, by Ivan Kotzev

    The idea that the future model of customer experience includes a high level of automation is already widespread. A whole ecosystem of developers and vendors is catering to an emerging mass market of bots and virtual assistants. And users and brands are discovering more applications of automated [...]