
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 CX Services in BFSI.
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:
Genpact - Social Media Customer Experience Services
Mar 03, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Genpact's offerings and capabilities in Social Media Customer Experience Services [...]view this reportdownload abstractONE CONTACT - Social Media Customer Experience Services
Feb 25, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes ONE CONTACT's offerings and capabilities in Social Media Customer Experience Services [...]view this reportdownload abstractSocial Media CX Services
Feb 23, 2021 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of Social Media CX Servicesconsists of 91 pages. [...]view this reportdownload abstractTeleperformance - Social Media Customer Experience Services
Feb 22, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Teleperformance's offerings and capabilities in Social Media Customer Experience Services [...]view this reportdownload abstractMajorel - Social Media Customer Experience Services
Feb 15, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Majorel's 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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Five CX Services Trends in 2021
Jan 13, 2021, by Ivan Kotzev2020 was a very disruptive year for CX services, marked by supply problems in the first half and a massive shift to WAH. It also proved to clients the key role of their CX services suppliers and the major benefits of outsourcing. The year started several trends and accelerate multiple [...]
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Gig Work: From Stopgap to Pillar of WNS’ CX Services Model
Dec 15, 2020, by Ivan KotzevIn a year when the U.S. stock market pushed to a record high, the U.K. had its worst recession in 300 years, and entire sectors shut down for weeks, business planning has become less reliable while demand fluctuates unexpectedly and inconsistently. The supporting industry of CX service[...]
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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[...]
Commented Tracking service articles:
TTEC to Acquire Avtex to Expand CX Technology Capabilities
Mar 01, 2021 | Mergers and Acquisitions by Ivan Kotzev
Teleperformance Announces Q4 2020 Revenues Up 14.2% (Up 23.3% in CC) to €1,644m
Feb 25, 2021 | Financial Results by Ivan Kotzev
SYKES Announces Q4 2020 Revenues Up 5.9% (Up 4.5% Organic) to $450.5m
Feb 23, 2021 | Financial Results by Ivan Kotzev
TELUS International Announces Q4 2020 Revenues Up 62.3% to $442.3m
Feb 23, 2021 | Financial Results by Ivan Kotzev
IBEX Global Announces Q2 2021 Revenues Up 8.7% to $117.2m
Feb 18, 2021 | Financial Results by Ivan Kotzev