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Meet the NelsonHall Team

Ivan Kotzev

Ivan Kotzev is NelsonHall's Customer Experience (CX) Services Lead Analyst, with global responsibility for CX Services research and client support.

Within CX services, Ivan covers CX transformation, delivery, and vertical capabilities.

He has been part of NelsonHall's analyst team since 2015, providing the most comprehensive and in-depth coverage of CX Services markets in the world, and is widely regarded as the leading analyst in the CX field. He assists buy-side organizations in understanding vendor capabilities and making critical sourcing decisions; and CX vendor organizations in assessing opportunities and honing their go-to-market strategies. Ivan is a leading voice on how automation and AI are revolutionizing customer experience.

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.

Contact Ivan Kotzev

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    Latest blog posts by Ivan Kotzev:

    • Capita Experience Repositions for Transformative CX Services

      Sep 30, 2025, by Ivan Kotzev

        This month, Capita hosted its inaugural Connect event to showcase the reinvented Capita Experience division. Capita CEO Adolfo Hernandez, Capita Experience CEO Corinne Ripoche, and the management team described the division’s internal transformation and restructuring ov[...]

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    • Tech Mahindra Altavec Empowers Enterprises with Geospatial Analytics

      Jul 17, 2025, by Ivan Kotzev

        In March 2025, Tech Mahindra officially launched its Altavec geospatial data and analytics platform. Altavec provides geospatial data management and operations across large-scale mapping initiatives, a priority area for asset-heavy industries. From spatial data to actionable insight[...]

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    • TP B2B Sales Combines Emotional Intelligence & AI for Accelerated Sales

      Jun 12, 2025, by Ivan Kotzev

        In May, I visited TP Barcelona, where the company showcased its flagship multilingual operations in Spain and shared its B2B revenue operations as a service, built on a foundation of data-driven sales strategies, integrated sales and marketing processes, and AI-powered sales enablement[...]

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