
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 Content Transformation.
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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Contact Ivan Kotzev
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Reports by Ivan Kotzev:
Majorel - CX Services in Startups & Emerging Brands
Nov 15, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Majorel's offerings and capabilities in CX services for startups and emerging brands [...]view this reportdownload abstractTranscom - CX Services in Startups & Emerging Brands
Nov 02, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Transcom's offerings and capabilities in CX services for startups and emerging brands [...]view this reportdownload abstractTech Mahindra - CX Services in Startups & Emerging Brands
Oct 25, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Tech Mahindra's offerings and capabilities in CX services for startups and emerging brands [...]view this reportdownload abstractGlobal CX Services Market Forecast: 2022 - 2026
Oct 18, 2022 | Market Forecast by Ivan Kotzev
NelsonHall’s updated “CX Services Market Forecast: 2022-2026” consists of 96 pages. This report covers 5 of the main CX services service lines covered by NelsonHall, providing market forecasts and vendor revenue shares for each combination of service line and geography. [...]view this reportdownload abstractTaskUs - CX Services in Startups & Emerging Brands
Oct 17, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes TaskUs' offerings and capabilities in CX services for startups and emerging brands [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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Concentrix B2B Sales Empowering Mid-Market Revenue Generation with High-Impact Interactions
Jan 30, 2023, by Ivan KotzevRevenue generation services are the fastest growing LOBs within CX outsourcing at over 9% CAAGR through 2026 globally (NelsonHall forecast). While the focus of most new revenue generation programs is on the consumer space, enterprise and mid-market client onboarding, sales, and retenti[...]
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2023: The Beginning of CX Services Disruption?
Dec 21, 2022, by Ivan KotzevAs we end a relatively successful and dynamic 2022 for CX services, here’s a look at some developments we expect in the new year. CX services market is slowing down The CX services market had a strong CY 2022, with most top 10 players registering high single-digit organic g[...]
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Tech Mahindra’s Allyis Acquisition Driving Content Transformation Services
Oct 27, 2022, by Ivan KotzevIn January 2022, Tech Mahindra acquired BPS provider Allyis. Allyis offers digital experience, cloud, AI, & engineering, data & analytics, and technical support services and has actively built trust and safety, content moderation, and content enhancement services. The deal comp[...]
Commented Tracking service articles:
Teleperformance to Exit Egregious Content Moderation
Nov 17, 2022 | New Offerings by Ivan Kotzev
Startek Announces Q3 2022 Revenues Down 5.6% (Down 5.7% in CC) to $163.1m
Nov 08, 2022 | Financial Results by Ivan Kotzev
TaskUs Announces Q3 2022 Revenues Up 15.5% to $232.1m
Nov 07, 2022 | Financial Results by Ivan Kotzev
TELUS International Announces Q3 2022 Revenues Up 10.6% (Up 16% in CC) to $615m
Nov 04, 2022 | Financial Results by Ivan Kotzev
Teleperformance Acquires PSG to Enter RPO Services
Oct 27, 2022 | Mergers and Acquisitions by Ivan Kotzev