Ivan Kotzev
@ivankotzev.bsky.social
Research Analyst #NelsonHall. Interested in disruptive technology & #CX transformation. I tweet #CXServices news. More at https://reimagine.nelson-hall.com/programs/customer-experience-services
New Bosch Service Solutions #CXTransformation profile.
Clients looking for a #CXServices vendor with strong sector-specific offerings in mobility, connected services, manufacturing, domain-specific CoEs, portfolio of implementations in #ConversationalAI & #GenAI, should consider this profile.
Clients looking for a #CXServices vendor with strong sector-specific offerings in mobility, connected services, manufacturing, domain-specific CoEs, portfolio of implementations in #ConversationalAI & #GenAI, should consider this profile.
November 11, 2025 at 7:44 PM
New Bosch Service Solutions #CXTransformation profile.
Clients looking for a #CXServices vendor with strong sector-specific offerings in mobility, connected services, manufacturing, domain-specific CoEs, portfolio of implementations in #ConversationalAI & #GenAI, should consider this profile.
Clients looking for a #CXServices vendor with strong sector-specific offerings in mobility, connected services, manufacturing, domain-specific CoEs, portfolio of implementations in #ConversationalAI & #GenAI, should consider this profile.
Overview of the third quarter for public #CXServices players:
☑️ Strong growth in BFSI; consistent recovery in travel; solid performance in U.S. healthcare (most vendors)
☑️ Robust demand for AI training & data annotation services
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More details => #NelsonHall portal
☑️ Strong growth in BFSI; consistent recovery in travel; solid performance in U.S. healthcare (most vendors)
☑️ Robust demand for AI training & data annotation services
1/2
More details => #NelsonHall portal
November 10, 2025 at 10:40 PM
Overview of the third quarter for public #CXServices players:
☑️ Strong growth in BFSI; consistent recovery in travel; solid performance in U.S. healthcare (most vendors)
☑️ Robust demand for AI training & data annotation services
1/2
More details => #NelsonHall portal
☑️ Strong growth in BFSI; consistent recovery in travel; solid performance in U.S. healthcare (most vendors)
☑️ Robust demand for AI training & data annotation services
1/2
More details => #NelsonHall portal
New @nhinsight.bsky.social blog: "Concentrix Acquires SAI Digital to Empower #SmartCommerce with #AI"
I spoke with SAI Digital to understand the fit in Concentrix’s technology services portfolio and the increasing focus on utilizing AI within marketing.
reimagine.nelson-hall.com/articles/1312
I spoke with SAI Digital to understand the fit in Concentrix’s technology services portfolio and the increasing focus on utilizing AI within marketing.
reimagine.nelson-hall.com/articles/1312
November 7, 2025 at 2:58 PM
New @nhinsight.bsky.social blog: "Concentrix Acquires SAI Digital to Empower #SmartCommerce with #AI"
I spoke with SAI Digital to understand the fit in Concentrix’s technology services portfolio and the increasing focus on utilizing AI within marketing.
reimagine.nelson-hall.com/articles/1312
I spoke with SAI Digital to understand the fit in Concentrix’s technology services portfolio and the increasing focus on utilizing AI within marketing.
reimagine.nelson-hall.com/articles/1312
New Transcom #CXTransformation profile.
Outsourcing clients looking for a #CXServices vendor with a strong #AIVoice and machine translation, suite of #GenAI-powered agent assist tools, and mature talent management practice, should consider this profile.
research.nelson-hall.com/search/?&avp...
Outsourcing clients looking for a #CXServices vendor with a strong #AIVoice and machine translation, suite of #GenAI-powered agent assist tools, and mature talent management practice, should consider this profile.
research.nelson-hall.com/search/?&avp...
November 5, 2025 at 2:17 PM
New Transcom #CXTransformation profile.
Outsourcing clients looking for a #CXServices vendor with a strong #AIVoice and machine translation, suite of #GenAI-powered agent assist tools, and mature talent management practice, should consider this profile.
research.nelson-hall.com/search/?&avp...
Outsourcing clients looking for a #CXServices vendor with a strong #AIVoice and machine translation, suite of #GenAI-powered agent assist tools, and mature talent management practice, should consider this profile.
research.nelson-hall.com/search/?&avp...
The new Movate #CXTransformation profile is now online on the @nhinsight.bsky.social portal.
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research.nelson-hall.com/search/?&avp...
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research.nelson-hall.com/search/?&avp...
November 4, 2025 at 5:34 PM
The new Movate #CXTransformation profile is now online on the @nhinsight.bsky.social portal.
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research.nelson-hall.com/search/?&avp...
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research.nelson-hall.com/search/?&avp...
New Conduent #CXTransformation profile is published at
@nhinsight.bsky.social portal.
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research.nelson-hall.com/sourcing-exp...
@nhinsight.bsky.social portal.
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research.nelson-hall.com/sourcing-exp...
November 3, 2025 at 6:38 PM
New Conduent #CXTransformation profile is published at
@nhinsight.bsky.social portal.
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research.nelson-hall.com/sourcing-exp...
@nhinsight.bsky.social portal.
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research.nelson-hall.com/sourcing-exp...
TDCX with a new brand identity and logo.
#CXServices @nhinsight.bsky.social
www.tdcx.com/about/news-a...
#CXServices @nhinsight.bsky.social
www.tdcx.com/about/news-a...
November 1, 2025 at 12:03 PM
TDCX with a new brand identity and logo.
#CXServices @nhinsight.bsky.social
www.tdcx.com/about/news-a...
#CXServices @nhinsight.bsky.social
www.tdcx.com/about/news-a...
Andrew Efstathiou recently completed a global market assessment of how #GenAI and #processautomation are transforming #banking #operations. He shares some of the high-level findings in a new @nhinsight.bsky.social blog post: sowo.kr/8aaTooWW
#Fintech #EthicalAI
#Fintech #EthicalAI
October 28, 2025 at 5:54 PM
Andrew Efstathiou recently completed a global market assessment of how #GenAI and #processautomation are transforming #banking #operations. He shares some of the high-level findings in a new @nhinsight.bsky.social blog post: sowo.kr/8aaTooWW
#Fintech #EthicalAI
#Fintech #EthicalAI
Tech Mahindra launches a new brand and visual identity.
#CXServices #ITServices #DigitalTransformation
@nhinsight.bsky.social
www.techmahindra.com/insights/pre...
#CXServices #ITServices #DigitalTransformation
@nhinsight.bsky.social
www.techmahindra.com/insights/pre...
October 24, 2025 at 4:57 PM
Tech Mahindra launches a new brand and visual identity.
#CXServices #ITServices #DigitalTransformation
@nhinsight.bsky.social
www.techmahindra.com/insights/pre...
#CXServices #ITServices #DigitalTransformation
@nhinsight.bsky.social
www.techmahindra.com/insights/pre...
New Firstsource #CXTransformation profile. Clients looking for a #CXServices vendor w/ strong #AI-powered technology portfolio addressing CX sub-processes for BFS, healthcare, telecom & strong revenue generation capability, should consider this profile.
research.nelson-hall.com/search/?&avp...
research.nelson-hall.com/search/?&avp...
October 22, 2025 at 11:36 AM
New Firstsource #CXTransformation profile. Clients looking for a #CXServices vendor w/ strong #AI-powered technology portfolio addressing CX sub-processes for BFS, healthcare, telecom & strong revenue generation capability, should consider this profile.
research.nelson-hall.com/search/?&avp...
research.nelson-hall.com/search/?&avp...
My new #NelsonHall vendor assessment analyzes
Concentrix's offerings and capabilities in CX Services Transformation: sowo.kr/SeJVEJ23
#CXServices #CX #AI #GenAI #agenticAI
Concentrix's offerings and capabilities in CX Services Transformation: sowo.kr/SeJVEJ23
#CXServices #CX #AI #GenAI #agenticAI
October 21, 2025 at 8:24 PM
My new #NelsonHall vendor assessment analyzes
Concentrix's offerings and capabilities in CX Services Transformation: sowo.kr/SeJVEJ23
#CXServices #CX #AI #GenAI #agenticAI
Concentrix's offerings and capabilities in CX Services Transformation: sowo.kr/SeJVEJ23
#CXServices #CX #AI #GenAI #agenticAI
New #NelsonHall #CXTransformation #NEAT are now published. 23 vendors featured across capabilities:
➡️Overall
➡️Customer Experience Improvement
➡️Revenue Generation
➡️Cost Optimization.
@nhinsight.bsky.social
reimagine.nelson-hall.com/neat-reports...
➡️Overall
➡️Customer Experience Improvement
➡️Revenue Generation
➡️Cost Optimization.
@nhinsight.bsky.social
reimagine.nelson-hall.com/neat-reports...
October 21, 2025 at 4:34 PM
New #NelsonHall #CXTransformation #NEAT are now published. 23 vendors featured across capabilities:
➡️Overall
➡️Customer Experience Improvement
➡️Revenue Generation
➡️Cost Optimization.
@nhinsight.bsky.social
reimagine.nelson-hall.com/neat-reports...
➡️Overall
➡️Customer Experience Improvement
➡️Revenue Generation
➡️Cost Optimization.
@nhinsight.bsky.social
reimagine.nelson-hall.com/neat-reports...
New Alorica #CXTransformation profile. Clients looking for a vendor with strong CCaaS expertise, mature talent management practice, active investments in next-gen #ConversationalAI, and advanced #AIVoice capability, should consider this profile.
research.nelson-hall.com/search/?&avp...
research.nelson-hall.com/search/?&avp...
October 9, 2025 at 8:48 PM
New Alorica #CXTransformation profile. Clients looking for a vendor with strong CCaaS expertise, mature talent management practice, active investments in next-gen #ConversationalAI, and advanced #AIVoice capability, should consider this profile.
research.nelson-hall.com/search/?&avp...
research.nelson-hall.com/search/?&avp...
New Startek #CXTransformation profile is online. Clients looking for a #CXServices vendor with a mature #GenAI talent management stack, sizable investments in #AI training, and a dedicated mid-market CXS offering should consider this profile.
research.nelson-hall.com/search/?&avp...
research.nelson-hall.com/search/?&avp...
October 6, 2025 at 11:11 AM
New Startek #CXTransformation profile is online. Clients looking for a #CXServices vendor with a mature #GenAI talent management stack, sizable investments in #AI training, and a dedicated mid-market CXS offering should consider this profile.
research.nelson-hall.com/search/?&avp...
research.nelson-hall.com/search/?&avp...
New @nhinsight.bsky.social blog: 'Capita Experience Repositions for Transformative #CXServices' from this month's inaugural Connect event to showcase the reinvented Capita Experience division.
#CXTransformation #GenAI #AI
research.nelson-hall.com/blogs/?avpag...
#CXTransformation #GenAI #AI
research.nelson-hall.com/blogs/?avpag...
September 30, 2025 at 1:40 PM
New @nhinsight.bsky.social blog: 'Capita Experience Repositions for Transformative #CXServices' from this month's inaugural Connect event to showcase the reinvented Capita Experience division.
#CXTransformation #GenAI #AI
research.nelson-hall.com/blogs/?avpag...
#CXTransformation #GenAI #AI
research.nelson-hall.com/blogs/?avpag...
Thanks Capita Experience for the kind hospitality today in #Sofia and the great overview of the multilingual #CXServices operations for DACH markets across #telecom & #BFSI sectors. Strong growth in a short time span with ambitious plans for expansion and offerings diversification.
September 29, 2025 at 4:14 PM
Thanks Capita Experience for the kind hospitality today in #Sofia and the great overview of the multilingual #CXServices operations for DACH markets across #telecom & #BFSI sectors. Strong growth in a short time span with ambitious plans for expansion and offerings diversification.
Jeanine Crane-Thompson has published a new @nhinsight.bsky.social blog post – 'Beyond Vaporware: How GenAI Dominated HR Tech 2025' sowo.kr/e9XzTfxr
#GenAI #AgenticAI #AI #EOR #HR #HRTech2025
#GenAI #AgenticAI #AI #EOR #HR #HRTech2025
September 26, 2025 at 7:32 PM
Jeanine Crane-Thompson has published a new @nhinsight.bsky.social blog post – 'Beyond Vaporware: How GenAI Dominated HR Tech 2025' sowo.kr/e9XzTfxr
#GenAI #AgenticAI #AI #EOR #HR #HRTech2025
#GenAI #AgenticAI #AI #EOR #HR #HRTech2025
TELUS Digital launches a new brand identity and integrates WillowTree and Gerent brands under TELUS Digital.
#CXTransformation #CXServices #DigitalTransformation
@nhinsight.bsky.social
news.outsourceaccelerator.com/telus-digita...
#CXTransformation #CXServices #DigitalTransformation
@nhinsight.bsky.social
news.outsourceaccelerator.com/telus-digita...
September 24, 2025 at 3:57 AM
TELUS Digital launches a new brand identity and integrates WillowTree and Gerent brands under TELUS Digital.
#CXTransformation #CXServices #DigitalTransformation
@nhinsight.bsky.social
news.outsourceaccelerator.com/telus-digita...
#CXTransformation #CXServices #DigitalTransformation
@nhinsight.bsky.social
news.outsourceaccelerator.com/telus-digita...
Thanks Capita for yesterday’s inaugural Capita Connect event in London. Great to see Capita Experience reinvented to build toward the new paradigm of AI-first #CXServices. Highlights include:
✅ #GenAI-powered Agent Assist deployments
✅ Rapid prototyping team Catalyst Lab
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✅ #GenAI-powered Agent Assist deployments
✅ Rapid prototyping team Catalyst Lab
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September 19, 2025 at 5:36 AM
Thanks Capita for yesterday’s inaugural Capita Connect event in London. Great to see Capita Experience reinvented to build toward the new paradigm of AI-first #CXServices. Highlights include:
✅ #GenAI-powered Agent Assist deployments
✅ Rapid prototyping team Catalyst Lab
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✅ #GenAI-powered Agent Assist deployments
✅ Rapid prototyping team Catalyst Lab
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THX TTEC for the #CXServices in #Travel, #Transportation & #Hospitality briefing. Strengths: deep and diverse sector client mix, sector-specific learning practice, AI-powered insights assistant, industry assets for automation, summarization, translation + managed services, innovation democratization
September 15, 2025 at 5:05 PM
THX TTEC for the #CXServices in #Travel, #Transportation & #Hospitality briefing. Strengths: deep and diverse sector client mix, sector-specific learning practice, AI-powered insights assistant, industry assets for automation, summarization, translation + managed services, innovation democratization
Overview of Q2 for public #CXServices players:
☑️Bifurcated market with significant variations by geography & client sectors, driven by macroeconomic headwinds
☑️Growth in healthcare (most vendors), certain public sector markets (U.S. and U.K.), partial recovery in travel & ecommerce
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☑️Bifurcated market with significant variations by geography & client sectors, driven by macroeconomic headwinds
☑️Growth in healthcare (most vendors), certain public sector markets (U.S. and U.K.), partial recovery in travel & ecommerce
1/2
September 12, 2025 at 4:00 PM
Overview of Q2 for public #CXServices players:
☑️Bifurcated market with significant variations by geography & client sectors, driven by macroeconomic headwinds
☑️Growth in healthcare (most vendors), certain public sector markets (U.S. and U.K.), partial recovery in travel & ecommerce
1/2
☑️Bifurcated market with significant variations by geography & client sectors, driven by macroeconomic headwinds
☑️Growth in healthcare (most vendors), certain public sector markets (U.S. and U.K.), partial recovery in travel & ecommerce
1/2
New TELUS Digital #CXTransformation profile. Clients looking for a vendor with a dedicated #GenAI and #agenticAI development platform with proprietary CX applications, strong trust and safety practice, & mature #AI operations, should consider this profile.
research.nelson-hall.com/search/?&avp...
research.nelson-hall.com/search/?&avp...
September 11, 2025 at 3:15 PM
New TELUS Digital #CXTransformation profile. Clients looking for a vendor with a dedicated #GenAI and #agenticAI development platform with proprietary CX applications, strong trust and safety practice, & mature #AI operations, should consider this profile.
research.nelson-hall.com/search/?&avp...
research.nelson-hall.com/search/?&avp...
Thanks Centrecom for the #CXServices in #Travel, #Transportation & #Hospitality briefing. Strengths include: portfolio of flagship airlines, B2B sales and in-person business development, marketing campaigns and creative work, ticketing, on-site airport services, system UAT, and social media support.
September 5, 2025 at 9:18 AM
Thanks Centrecom for the #CXServices in #Travel, #Transportation & #Hospitality briefing. Strengths include: portfolio of flagship airlines, B2B sales and in-person business development, marketing campaigns and creative work, ticketing, on-site airport services, system UAT, and social media support.
New InfosysBPM #CXTransformation profile. Clients looking for
a vendor with an advanced CX operations transformation framework, strong technical support and product support expertise, and experience in virtual assistants, should consider this profile.
research.nelson-hall.com/search/?&avp...
a vendor with an advanced CX operations transformation framework, strong technical support and product support expertise, and experience in virtual assistants, should consider this profile.
research.nelson-hall.com/search/?&avp...
September 4, 2025 at 9:40 PM
New InfosysBPM #CXTransformation profile. Clients looking for
a vendor with an advanced CX operations transformation framework, strong technical support and product support expertise, and experience in virtual assistants, should consider this profile.
research.nelson-hall.com/search/?&avp...
a vendor with an advanced CX operations transformation framework, strong technical support and product support expertise, and experience in virtual assistants, should consider this profile.
research.nelson-hall.com/search/?&avp...
September 3, 2025 at 9:58 PM