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.
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Reports by Ivan Kotzev:
TCS - Customer Experience Services in Travel, Transport, and Hospitality
May 14, 2018 | Vendor Analysis by Ivan Kotzev
This NelsonHall assessment analyzes TCS' offerings and capabilities in customer experience services in the travel, transport, and hospitality sector. [...]view this reportdownload abstractAtento - Digital Customer Experience Services
May 03, 2018 | Vendor Analysis by Ivan Kotzev
This NelsonHall vendor assessment analyzes Atento's offerings and capabilities in Digital CX Services. [...]view this reportdownload abstractComdata - 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 abstract
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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[...]
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TELUS Digital: Driving GenAI Adoption with Fuel iX
May 27, 2025, by Ivan KotzevAt the beginning of May, TELUS Digital officially rolled out its Fuel iX Agent Trainer tool across its 64 global delivery centers and digital studios. NelsonHall spoke with the Fuel iX team to learn about the latest deployments of the enterprise GenAI engine, the target business cases,[...]
Commented Tracking service articles:
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
Concentrix Announces Q2 FY25 Revenues Up 1.5% (Up 1.5% in CC) to $2,417.4m
Jun 26, 2025 | Financial Results by Ivan Kotzev
TP Acquires Agents Only to Expand AI Training Services
Jun 18, 2025 | Mergers and Acquisitions by Ivan Kotzev