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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 Operations 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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    • Concentrix Acquires PK to Enhance IT-CX Intersection Play

      Nov 24, 2021, by Ivan Kotzev

        This week, Concentrix announced its agreement to acquire PK, a U.S. CX design engineering firm, for ~$1.6bn from PE Carlyle Group. PK will add significant scale and IT capabilities in CX transformation and will enhance Concentrix’s play in the fast-growing intersection of cloud t[...]

    • Vodafone NZ’s Automation Journey with Tech Mahindra

      Oct 26, 2021, by Ivan Kotzev

        Humble beginnings Tech Mahindra and Vodafone New Zealand began their partnership in 2017 with a proof of concept for leveraging RPA in billing for one customer segment. Following its success, it evolved to a complete revamp of the telecom’s CX operating model using automation.[...]

    • Tech Mahindra Orchestrating CX Transformation: Interview with Birendra Sen

      Sep 16, 2021, by Ivan Kotzev

        Earlier this summer, I spoke with Birendra Sen, Business Leader, Tech Mahindra Business Process Services, on the building blocks of customer experience transformation and lessons from the pandemic. What are the main customer experience objectives for companies in 2021 and 2022? B[...]

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