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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:
Teleperformance - Cognitive CX Services
Jan 17, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Teleperformance's offerings and capabilities in Cognitive CX Services. [...]view this reportdownload abstractSYKES- Cognitive CX Services
Jan 10, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes SYKES' offerings and capabilities in Cognitive CX Services. [...]view this reportdownload abstractSutherland - Cognitive CX Services
Jan 06, 2020 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in Cognitive CX Services. [...]view this reportdownload abstractCognitive Customer Experience Services
Dec 13, 2019 | Market Analysis by Ivan Kotzev
NelsonHall's market analysis of cognitive customer experience services industry and trends consist of 71 pages plus detailed appendices. [...]view this reportdownload abstractComdata - Cognitive CX Services
Dec 13, 2019 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Comdata's offerings and capabilities in Cognitive CX Services. [...]view this reportdownload abstract
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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 KotzevIn 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 KotzevIn 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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Tech Mahindra Populii: Addressing AI Training Hypergrowth
Apr 05, 2024, by Ivan KotzevPopulii is Tech Mahindra’s enterprise gig marketplace for data collection, user studies, and microtasks. NelsonHall recently spoke with Populii executives about the platform’s current capabilities and growth plans in support of the exploding AI data training market. Huma[...]
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