
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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Reports by Ivan Kotzev:
Webhelp - CX Services in Startups & Emerging Brands
Sep 22, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Webhelp's offerings and capabilities in CX services for startups and emerging brands [...]view this reportdownload abstractConcentrix - CX Services in Startups & Emerging Brands
Sep 01, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Concentrix's offerings and capabilities in CX Services for startups & emerging brands [...]view this reportdownload abstractCustomer Experience Operations Transformation
Apr 01, 2022 | Customer Perspectives by Ivan Kotzev
This report is for end-user (buy-side) organizations who are interested in understanding the current and future shape of the customer experience (CX) operations transformation market as well as the requirements and experiences of their peers. [...]view this reportCX Operations Transformation
Mar 29, 2022 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of CX Operations Transformation consists of 92 pages. [...]view this reportdownload abstractWebhelp - Customer Experience Operations Transformation
Feb 03, 2022 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Webhelp's offerings and capabilities in Customer Experience Operations Transformation [...]view this reportdownload abstract
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Latest blog posts by Ivan Kotzev:
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Capita Experience Repositions for Transformative CX Services
Sep 30, 2025, by Ivan KotzevThis 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 KotzevIn 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 KotzevIn 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[...]
Commented Tracking service articles:
Ströer X Acquires AMEVIDA to Expand Sales Services in Germany
Sep 29, 2025 | Mergers and Acquisitions by Ivan Kotzev
Concentrix Announces Q3 FY25 Revenues Up 4.0% (Up 2.6% in CC) to $2,483.3m
Sep 25, 2025 | Financial Results by Ivan Kotzev
Transcom Announces Q2 2025 Revenues Down 3.0% (Down 1.7% Organic) to €175.4m
Aug 21, 2025 | Financial Results by Ivan Kotzev
TELUS Digital Announces Q2 2025 Revenues Up 7.2% (Up 6% in CC) to $699m
Aug 01, 2025 | Financial Results by Ivan Kotzev
TP Announces Q2 2025 Revenues Down 1.2% (Up 1.3% in CC) to €2,503m
Jul 31, 2025 | Financial Results by Ivan Kotzev