Ivan Kotzev

Ivan is a Lead Analyst at NelsonHall, responsible for CX Services research globally. Ivan 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.

Ivan is currently working on a major global project on Customer Experience Services in Energy and Utilities which will provide a detailed analysis of the vendors' CX services offerings, delivery capabilities, and the extent of the use of digital transformation, automation, analytics, and omnichannel in support of the sectors.

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 B.A. degree 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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