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Meet the NelsonHall Team

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.

Analyst Relations professionals can visit the NelsonHall AR Portal to learn more about our upcoming projects.

Contact Ivan Kotzev

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    Latest blog posts by Ivan Kotzev:

    • Online Crisis Management: Lessons from HGS’ Social Care Practice

      Aug 28, 2020, by Ivan Kotzev

        Ages 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 Kotzev

        The 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[...]

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    • ‘Work from Anywhere’ for CX Services: Q&A with Tech Mahindra’s Ritesh Idnani

      Jul 10, 2020, by Ivan Kotzev

        If there is a silver lining to the pandemic with respect to CX services, it is the changing perception of clients and providers on the pace of digital transformation and the role of frontline staff. In a conversation with Ritesh Idnani, President of Tech Mahindra, we discuss the compan[...]

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