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 Telecom & Media: A Path to Self-service.
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
Only NelsonHall clients have access to our analysts and advisors for their expert advice and opinion. To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.
Reports by Ivan Kotzev:
Wipro- CX Services in Retail and CPG
Aug 15, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Wipro's offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstractHGS - CX Services in Retail and CPG
Aug 07, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes HGS' offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstractCapita - CX Services in Retail and CPG
Jul 23, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Capita's offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstractTech Mahindra - CX Services in Retail and CPG
Jul 17, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Tech Mahindra's offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstractComdata- CX Services in Retail and CPG
Jul 16, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Comdata's offerings and capabilities in CX Services in Retail and CPG [...]view this reportdownload abstract
Latest tweets by Ivan Kotzev:
Follow @Ivan KotzevLatest tweets from our analysts:
Latest blog posts by Ivan Kotzev:
-
Teleperformance Optimizes its Go-to-Market with Digital Integrated Business Services
Feb 14, 2020, by Ivan KotzevAt the end of January 2020, NelsonHall attended Teleperformance’s global analyst meeting in Mumbai. Here are some insights into the company’s progress since the Intelenet acquisition in October 2018 and the formation of Teleperformance Digital Integrated Business Services ([...]
-
CX Services M&A Activity Hots Up: Why Telus International is Acquiring CCC for €915m
Dec 10, 2019, by Ivan KotzevTelus International announced last week the acquisition of Competence Call Center (CCC) for ~€915m. The deal marks the biggest M&A in front-office BPO (CX Services) for 2019. It is also one of several investments in the DACH region and part of a global trend for market share a[...]
-
CSS Corp Addresses Commercial Challenges of Cognitive CX Transformation
Nov 25, 2019, by Ivan KotzevOne of the main challenges facing front-office automation projects is the adoption of commercial terms protecting the interests of both clients and CX services providers. In an industry dominated by traditional per FTE and per hour/minute pricing, to be successful, end-to-end digital t[...]
Commented Tracking service articles:
Teleperformance Announces Q4 2019 Revenues Up 11.1% (Up 8.4% in CC) to €1,439m
Feb 20, 2020 | Financial Results by Ivan Kotzev
Transcom Announces Q4 2019 Revenues Down 0.8% to €141.8m
Feb 14, 2020 | Financial Results by Ivan Kotzev
TTEC Acquires Serendebyte to Strengthen RPA Advisory and Implementation Capabilities
Feb 10, 2020 | Mergers and Acquisitions by Ivan Kotzev
Hinduja Global Solutions Completes Sale of India Domestic CX Services Business to Altruist Technologies
Feb 07, 2020 | Mergers and Acquisitions by Ivan Kotzev
Firstsource Announces Q3 FY20 Revenues Up 6.9% (8.3% in CC) to Rs 10,534.8m
Feb 04, 2020 | Financial Results by Ivan Kotzev