Ivan Kotzev
Ivan is NelsonHall's Customer Experience (CX) Services lead analyst, with global responsibility for CX Services research and client support.
Ivan is a Lead Analyst at NelsonHall, responsible for CX Services research globally. Ivan 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.
Current project summary:
Ivan is currently working on a major global project on Customer Experience Services in Energy and Utilities which will provide a detailed analysis of the vendors' CX services offerings, delivery capabilities, and the extent of the use of digital transformation, automation, analytics, and omnichannel in support of the sectors.
Summary of last project:
His latest project, Digital Customer Experience is an in-depth analysis and forecast of the overall customer experiences services market, identifying clients' current and future needs, best transformational practices and models, major industry trends and challenges, and the maturity of the application of digital technology and frameworks.
More about Ivan:
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 B.A. degree 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:
iQor- CX Services in Energy and Utility
Jan 18, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes iQor's offerings and capabilities in CX Services in Energy and Utility. [...]view this reportdownload abstractCX Services in Energy & Utility
Jan 11, 2019 | Customer Perspectives by Ivan Kotzev
NelsonHall's client perspective of CX Services in Energy & Utility consists of 24 pages. [...]view this reportdownload abstractWNS- CX Services in Energy and Utility
Jan 04, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes WNS' offerings and capabilities in CX Services in Energy and Utility. [...]view this reportdownload abstractCX Services in Energy and Utility
Dec 18, 2018 | Market Analysis by Ivan Kotzev
The global CX services market (excluding collections) for the energy and utility sector is ~7% of the global industry and is growing at ~3.0% CAAGR (against a market average of 5.1%). Europe is the biggest market at (~40%), followed by North America. The sector revenues in APAC are growing faster than the overall market, at ~4.8% CAAGR througho [...]view this reportdownload abstractAlorica- CX Services in Energy and Utility
Dec 14, 2018 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Alorica's offerings and capabilities in CX Services in Energy and Utility. [...]view this reportdownload abstract
Latest tweets by Ivan Kotzev:
Follow @Ivan KotzevLatest tweets from our analysts:
- @IvanK_NH Jan 22, 2019TLC Associates opens 500-ppl contact center in El Paso, TX, its 2nd in the city. Has locations in Iowa, Florida, Ne… https://t.co/nApFKmnMzF
- @IvanK_NH Jan 21, 2019Thanks @TeleDIBS for #chat briefing today. Exciting growth plans for chat support with voice to chat solution, dedi… https://t.co/n0pp1Th3Nr
- @IvanK_NH Jan 21, 2019With the #BPS and especially #CXServices also heating up in the country. BACCO claims 20% growth y/y to $300m… https://t.co/X3BYeBsoxR
- @IvanK_NH Jan 18, 2019In #CXServices news: Transcom's acquisition in Germany, FusionBPO's in the U.S., expansions by transcosmos in Indon… https://t.co/P0IbrJf3Dw
- @IvanK_NH Jan 18, 2019.@STARTEKGlobal opens new center in Tegucigalpa, #Honduras, its 3rd in the country https://t.co/HZYPPPjGYV @NHInsight #CXServices #CX
Latest blog posts by Ivan Kotzev:
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Enabling CX Digitalization: A Look at CSS Corp's Yodaa
Dec 20, 2018, by Ivan KotzevIn this vlog Ivan Kotzev looks at CSS Corp’s digital experience suite Yodaa and how it unifies the company’s analytics, automation, and multichannel tools and models for digitalizing support.[...]
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Highlights from Alorica’s Analyst Day, November 2018 (vlog)
Nov 30, 2018, by Ivan KotzevIvan Kotzev shares highlights from Alorica's recent analyst day, including current CX initiatives and focus areas, business growth, and investment priorities.[...]
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The CX Consulting Race: New Players, New Models, and Tech Mahindra’s Example
Nov 06, 2018, by Ivan KotzevNelsonHall has recently published a report on Digital Customer Experience Services, and one of the trends explored is the evolving competition in customer experience (CX) consulting. The traditional ecosystem includes distinct players with clear-cut roles: Big five management con[...]
Commented Tracking service articles:
Concentrix Announces Q4 FY18 Revenues Up 82.0% (up 84.3% in CC) to $972.3m
Jan 10, 2019 | Financial Results by Ivan Kotzev
Everise Acquires Trusource Labs to Expand in IoT CX Services
Dec 04, 2018 | Mergers and Acquisitions by Ivan Kotzev
Hinduja Global Solutions Announces Q2 FY19 Revenues Up 22.9% (Up 7.4% in CC) to Rs. 11,586m
Nov 02, 2018 | Financial Results by Ivan Kotzev
TTEC Announces Q2 2018 Revenues Down 1.0% (Down 3.4% Organic) to $349.9m
Aug 07, 2018 | Financial Results by Ivan Kotzev
Atento Announces Q2 2018 Revenues Down 0.1% (Up 7.2% in CC) to $473.4m
Jul 30, 2018 | Financial Results by Ivan Kotzev