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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Contact Ivan Kotzev
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Reports by Ivan Kotzev:
WNS- Customer Experience Operations Transformation
Jan 05, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes WNS' offerings and capabilities in Customer Experience Operations Transformation [...]view this reportdownload abstractConcentrix - Customer Experience Operations Transformation
Dec 15, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Concentrix's offerings and capabilities in Customer Experience Operations Transformation [...]view this reportdownload abstractComdata Group - Customer Experience Operations Transformation
Dec 03, 2021 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Comdata Group's offerings and capabilities in Customer Experience Operations Transformation [...]view this reportdownload abstractCX Services in BFSI
Jun 03, 2021 | Market Analysis by Ivan Kotzev
NelsonHall’s market analysis of the CX Services in BFSI report consists of 96-pages. [...]view this reportdownload abstractGlobal CX Services Market Forecast: 2021 - 2025
Jun 02, 2021 | Market Forecast by Ivan Kotzev
NelsonHall’s updated “CX Services Market Forecast: 2021-2025” consists of 82 pages. This report covers 4 of the main CX services service lines covered by NelsonHall, providing market forecasts and vendor revenue shares for each combination of service line and geography. [...]view this reportdownload abstract
Latest tweets by Ivan Kotzev:
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Latest blog posts by Ivan Kotzev:
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ArvatoConnect Focused on Results-Driven CX with Consumer Duty
Jul 03, 2024, by Ivan Kotzev -
Alorica’s Evolution from Services to Digital-First Play
Jun 25, 2024, by Ivan Kotzev -
Tech Mahindra Populii: Addressing AI Training Hypergrowth
Apr 05, 2024, by Ivan Kotzev
Commented Tracking service articles:
Concentrix Announces Q1 FY24 Revenues Up 46.8% (Up 2.8% in CC) to $2,402.7m
Mar 26, 2024 | Financial Results by Ivan Kotzev
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