Ivan Kotzev
@IvanK_NH
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Research Analyst #NelsonHall. Interested in disruptive technology & #CX transformation. I tweet #CXServices news
United Kingdom
Joined September 2015
New #NelsonHall #CXTransformation #NEAT are now published. 23 vendors featured across capabilities: ➡️Overall ➡️Customer Experience Improvement ➡️Revenue Generation ➡️Cost Optimization. @NHInsight
https://t.co/TBh27nZBG3
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Well done Transcom!
Congratulations to Transcom for being named a #CXServices Transformation Leader in #NelsonHall's 2025 NEAT report. @IvanK_NH comments on this achievement below: https://t.co/5UxoaS3zSt
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.@CapitaPlc awarded 3-year, £33m #CXServices contract extension by a U.K. financial services provider @NHInsight
https://t.co/EzZ2caWQP0
capita.co.uk
Capita has secured a 3-year contract extension worth £33 million with a leading UK financial services provider to continue delivering critical contact centre services.
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Konecta opens 250 people #CXServices site in #Campeche, Mexico 🇲🇽 @NHInsight
https://t.co/yIf0fFYUUb
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New @wnsholdings #CXTransformation profile. Clients looking for a #CXServices vendor w/ deep CX #analytics capability, investments in #GenAI-enabled research & knowledge management, and strong sector-specific automation stack, should consider this profile https://t.co/g9wm7de7X3
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.@TaskUs opens new delivery site in #Noida 🇮🇳 providing #CXServices, trust and safety, and data and #AI training. It has ~15k people in India. @NHInsight
https://t.co/CFHZVZbPDu
news.outsourceaccelerator.com
TaskUs, a global outsourcing firm, has launched a new operations site, HeritEdge, in Noida, India, to meet the growing global demand for outsourced digital services.
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.@tteclife continues to expand in #Egypt 🇪🇬, expects to reach ~3.5k employees by 2029 #CXServices #multilingual @NHInsight
https://t.co/vsRjVasHOO
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Intelcia acquires its 65% stake held by Altice Telecom #CXServices @NHInsight
https://t.co/2qKCQYSADF
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.@GroupAbai to acquire the #CXServices business of @AtentoCorp in #Spain 🇪🇸. Atento has ~6k employees in 12 sites in Spain and supports telecom, BFSI, healthcare, retail, utilities, and public sector clients. Atento will focus on LATAM & U.S. @NHInsight
https://t.co/qKsgiTuuA6
atento.com
The company signs an agreement with ABAI for the sale of its Spanish traditional-services subsidiary, to concentrate its efforts on its key markets and consolidate its leadership in the AI-based...
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HGS UK awarded place on the Crown Commercial Service Outsourced Services Framework 🇬🇧 #CXServices
https://t.co/3tKAstcG77
hgs.com
HGS UK has been recognised by the Crown Commercial Service Framework as a trusted partner in delivering citizen-centric customer experience.
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A new @NHInsight Vendor Evaluation & Assessment Tool (#NEAT) by @MikeS_NH analyzes the performance of vendors offering operational transformation services enabled by #GenAI: https://t.co/Bf6Y9d2NJY
#OperationalTransformation #BPS
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Congrats to @Tech_Mahindra for being recognized as a Leader for the 4th year in a row in #NelsonHall's #CXServices Transformation 2025 #NEAT. @IvanK_NH comments on this achievement below: https://t.co/x6Scizn7Xl
#CX #CXTransformation #DigitalCX
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.@Conectys opened its first #CXServices center in #Cairo 🇪🇬. Its 15th site globally @NHInsight
https://t.co/B0amhDBmUk
conectys.com
Conectys announces an MoU with Egypt’s ITIDA, formalising our presence as a global BPO provider in the region.
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New ResultsCX #CXTransformation profile. Clients looking for a vendor with specialized domain #CXServices in regulated industries, such as complaints remediation in BFSI and a strong social media CX practice, should consider this profile. https://t.co/WEJIdxYuR8
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Akhila Harinarayan has launched a new NelsonHall project for #SAPEcosystemServices. Project participation is open, without charge, to all relevant vendors. It will be essential reading for buyers of #SAPservices: https://t.co/KmOSP9Zrxh
#ITservices
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The November edition of @NHInsight's #CXServices Insights newsletter is now available. It provides a round-up of current and upcoming research and thought leadership, plus news from around the industry and more... https://t.co/YB8VYPuEbI
#CX
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.@CapitaPlc awarded three-year extension for the joint contract by Hart District Council, Havant Borough Council, South Oxfordshire District Council, and Vale of White Horse District Council. Scope includes #CXServices, revenue and benefits, land charges https://t.co/3QNm0VCDqr
capita.com
Hart District Council, Havant Borough Council, South Oxfordshire District Council, and Vale of White Horse District Council have extended their Capita contract.
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New Atento #CXTransformation profile. Clients looking for a #CXServices vendor with a strong #GenAI-powered employee management stack, revenue generation tools, & a strong analytics practice, should consider this profile on Atento. @AtentoMexico @NHInsight
https://t.co/ONPi0XPF7f
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.@GauravP_NH's PoV on subcontracting costs for Indian IT firms is featured in @moneycontrolcom: https://t.co/Fl5W29p3qo
#ITservices
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New Bosch Service Solutions #CXTransformation profile. Clients looking for a vendor with strong sector-specific offerings in mobility, connected services, manufacturing, domain-specific CoEs, portfolio of implementations in #ConversationalAI & #GenAI, should consider this profile
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