
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 Start-Ups and Emerging Brands.
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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Reports by Ivan Kotzev:
Atento - CX Services in BFSI
Apr 21, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Transcom's offerings and capabilities in CX Services in BFSI. [...]view this reportdownload abstractTranscom - CX Services in BFSI
Apr 20, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Transcom's offerings and capabilities in CX Services in BFSI. [...]view this reportdownload abstractAlorica - CX Services in BFSI
Apr 19, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Alorica's offerings and capabilities in CX Services in BFSI. [...]view this reportdownload abstractConcentrix - CX Services in BFSI
Apr 12, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Concentrix's offerings and capabilities in CX Services in BFSI. [...]view this reportdownload abstractMajorel - CX Services in BFSI
Apr 12, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Majorel's offerings and capabilities in CX Services in BFSI. [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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Majorel and Sitel Group to Merge, Scaling CX Transformation
Jul 07, 2022, by Ivan KotzevOn June 20, Majorel and Sitel Group announced a planned merger, expected to close in Q4 2022 or Q1 2023. The combined company will have an estimated $6.4bn in revenues for 2022, placing it in the Top 3 global CX players. There, it will compete with Concentrix (estimated revenues of ~$6[...]
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Harvesting the Power of Machine Translation: Webhelp Polyglot
Jun 09, 2022, by Ivan KotzevMachine translation has been one of the fastest developing areas of AI in the last five years and has quickly become a target investment for CX services players. As the technology evolves from statistical analysis to the use of neural networks, CX services companies start to benefit at[...]
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Majorel Buys Into Turkey’s CX Services Success Story
Apr 28, 2022, by Ivan KotzevTurkey has been a success story for nearshore European CX services for several years. At the start of 2022, Majorel officially acquired Mayen Telekomünikasyon Hizmetleri A.Ş. (Mayen), an independent Turkish BPO. In this blog, I review the growth of Turkey's CX services and it[...]
Commented Tracking service articles:
TTEC Opens 450 Agent CX Services Center in Overland Park, KS
Jul 05, 2022 | New Offerings by Ivan Kotzev
Sitel to Merge with Majorel to Expand CX Services Positioning
Jun 20, 2022 | Mergers and Acquisitions by Ivan Kotzev
Webhelp Acquires Grupo Services to Enter Brazil CX Services
Jun 13, 2022 | Mergers and Acquisitions by Ivan Kotzev
TTEC Announces Q1 2022 Revenues Up 9.2% (Flat Organic) to $588.7m
May 04, 2022 | Financial Results by Ivan Kotzev
Comdata to Merge with Konecta to Strengthen CX Services Positioning
Apr 06, 2022 | Mergers and Acquisitions by Ivan Kotzev