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.
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Reports by Ivan Kotzev:
Comdata - Digital CX Services
Apr 13, 2018 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Comdata' offerings and capabilities in Digital CX Services [...]view this reportdownload abstractDigital Customer Experience Services: How India Can Lead the World
Feb 15, 2018 | Market Analysis by Ivan Kotzev
NelsonHall’s “Digital Customer Experience Services – How India Can Lead the World” report is based on interviews with CX Services providers and clients with delivery operations in India. This purpose of the study is to identify the client requirements and providers’ best practices to deliver CX services across the d [...]view this reportdownload abstractCustomer Experience Services in Travel, Transport, and Hospitality
Feb 14, 2018 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of customer experience services in the travel, transport, and hospitality sectors consists of 84 pages. [...]view this reportdownload abstractTranscom - Customer Experience Services in Travel, Transport, and Hospitality
Jan 31, 2018 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes Transcom's offerings and capabilities in customer experience services in the travel, transport, and hospitality sector. [...]view this reportdownload abstractIntelenet - Customer Experience Services in Travel, Transport, and Hospitality
Jan 29, 2018 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes Intelenet's offerings and capabilities in customer experience services in the travel, transport, and hospitality sector. [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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Tech Mahindra Populii: Addressing AI Training Hypergrowth
Apr 05, 2024, by Ivan Kotzev -
ResultsCX Advances in Europe with Huntswood Acquisition
Mar 15, 2024, by Ivan Kotzev -
CX Services in 2024: Beyond GenAI
Jan 05, 2024, by Ivan Kotzev
Commented Tracking service articles:
Teleperformance Awarded CX Services Contract by Beko UK
Mar 11, 2024 | Contracts by Ivan Kotzev
Capita Awarded £220m CXS Contract Extension by German Telecom
Feb 28, 2024 | Contracts by Ivan Kotzev
Transcom Announces Q4 2023 Revenues Down 0.9% (Up 3.3% Organic) to €189.7m
Feb 22, 2024 | Financial Results by Ivan Kotzev
ResultsCX Acquires Huntswood to Expand U.K. CX Capabilities and Client Base
Feb 14, 2024 | Mergers and Acquisitions by Ivan Kotzev
Konecta Acquires Bespoke to Expand CX Services in UK
Feb 06, 2024 | Mergers and Acquisitions by Ivan Kotzev