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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 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.

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:

    • TP B2B Sales Combines Emotional Intelligence & AI for Accelerated Sales

      Jun 12, 2025, by Ivan Kotzev

        In May, I visited TP Barcelona, where the company showcased its flagship multilingual operations in Spain and shared its B2B revenue operations as a service, built on a foundation of data-driven sales strategies, integrated sales and marketing processes, and AI-powered sales enablement[...]

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    • TELUS Digital: Driving GenAI Adoption with Fuel iX

      May 27, 2025, by Ivan Kotzev

        At the beginning of May, TELUS Digital officially rolled out its Fuel iX Agent Trainer tool across its 64 global delivery centers and digital studios. NelsonHall spoke with the Fuel iX team to learn about the latest deployments of the enterprise GenAI engine, the target business cases,[...]

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    • Firstsource: Partitioning Business Processes for AI & Agent ‘UnBPO’ Delivery

      Mar 21, 2025, by Ivan Kotzev

        At the end of February, Firstsource announced ‘UnBPO’, which it describes as ‘a transformative shift away from traditional outsourcing models’. NelsonHall spoke with Firstsource CEO Ritesh Idnani and his executive team about this new approach, the drivers and ch[...]

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