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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:

    • Movate AI to Drive Enterprise Reinvention at Scale with AI-First Framework

      Sep 03, 2024, by Ivan Kotzev

        In August, NelsonHall spoke with the leadership of Movate AI to discuss the market expectations and challenges of AI integration, their in-house holistic framework, target applications, existing deployments, and how the company plans to build commercial relationships around this AI rei[...]

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    • ArvatoConnect Focused on Results-Driven CX with Consumer Duty

      Jul 03, 2024, by Ivan Kotzev

        In July 2023, the U.K. Financial Conduct Authority (FCA) introduced Consumer Duty, a set of rules and guidelines to drive companies to deliver good outcomes for customers. By the end of July 2024, firms are required to ensure the application of Consumer Duty to closed products and serv[...]

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    • Alorica’s Evolution from Services to Digital-First Play

      Jun 25, 2024, by Ivan Kotzev

        In May, Alorica announced the appointment of Mike Clifton and Max Schwendner as Co-Chief Executive Officers. Prior, Mike was the company’s Chief Growth and Transformation Officer, and Max was President Business Services and Chief Financial Officer. I spoke with them earlier this [...]

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