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 Social Media CX Services.
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.
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Reports by Ivan Kotzev:
Concentrix - Social Media Customer Experience Services
Nov 23, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Concentrix's offerings and capabilities in Social Media Customer Experience Services [...]view this reportdownload abstractWNS - Social Media Customer Experience Services
Oct 19, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes WNS's offerings and capabilities in Social Media Customer Experience Services [...]view this reportdownload abstracttranscosmos - Social Media Customer Experience Services
Oct 14, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes transcosmos' offerings and capabilities in Social Media Customer Experience Services [...]view this reportdownload abstractCSS Corp - Social Media Customer Experience Services
Oct 09, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes CSS Corp's offerings and capabilities in Social Media Customer Experience Services [...]view this reportdownload abstractSYKES - Social Media Customer Experience Services
Oct 09, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes SYKES' offerings and capabilities in Social Media Customer Experience Services [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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Majorel Eyes Growing EU Banking Sector with ISILIS Acquisition
Oct 19, 2020, by Ivan KotzevIn July 2020, Majorel acquired French platform developer ISILIS, specialists in bank account switching. In this blog, I look at the new capability, the company’s focus on the banking and financial services sector, and the evolving CX services needs of EU banks. Specialist in bank accoun[...]
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Online Crisis Management: Lessons from HGS’ Social Care Practice
Aug 28, 2020, by Ivan KotzevAges ago, in the pre-COVID-19, pre-U.S. election, pre-BLM protest times of 2019, the challenges of online reputation management (ORM) seemed to be brand-specific. For example, how Boeing could restore customer confidence in the 737 MAX aircraft. Today, in the second half of 2020, navig[...]
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Positive Outlook from the Egyptian BPS Market
Jul 31, 2020, by Ivan KotzevThe impacts of the pandemic and lockdowns are creating winners and losers in terms of BPS delivery geos. Determining factors include a geo’s ability to manage the health and safety of workers, its success in minimizing economic disruption, and the flexibility of its labor regulat[...]
Commented Tracking service articles:
Concentrix Announces Q3 FY20 Revenues Down 0.2% (Down 0.8% in CC) to $1,163.7m
Sep 29, 2020 | Financial Results by Ivan Kotzev
Startek Announces Q2 2020 Revenues Down 11.5% to $142.2m
Aug 10, 2020 | Financial Results by Ivan Kotzev
Hinduja Global Solutions Announces Q4 FY20 Revenues Up 2.6% (Up 6.4% Organic) to Rs. 13,186m
Jul 31, 2020 | Financial Results by Ivan Kotzev
SYKES Announces Q2 2020 Revenues Up 7.2% (Up 8.2% Organic) to $416.8m
Jun 30, 2020 | Financial Results by Ivan Kotzev
Concentrix Announces Q2 FY20 Revenues Down 8.1% (Down 6.2% in CC) to $1,066.4m
Jun 25, 2020 | Financial Results by Ivan Kotzev