About
Highly respected change agent and business transformation expert with a passion for…
Articles by Maurice
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#TPAustralia: Leadership and Innovation in Customer Experience
#TPAustralia: Leadership and Innovation in Customer Experience
In today's ever changing business environment any company seeking a partner to manage their customer experience needs…
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Australian Brands Decline on Good Customer Experience: Lack of Empathy or too much Apathy?
Australian Brands Decline on Good Customer Experience: Lack of Empathy or too much Apathy?
Market research specialists, Roy Morgan, recently published their annual view on the best brands for customer service…
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Which Channels Do Australian Customers Prefer For Customer Service?
Which Channels Do Australian Customers Prefer For Customer Service?
In my recent blog I explored statistics focused on customer loyalty in Australia from the recent Teleperformance CX…
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What Drives Loyalty In Australian Consumers?
What Drives Loyalty In Australian Consumers?
Each year, the Teleperformance CX Lab speaks to consumers all over the world to understand more about how customers…
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Coaching V Teaching part 2
Coaching V Teaching part 2
In my previous post, I asked the question; Why is it that we as managers default to teaching as opposed to coaching?…
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Coaching V Teaching
Coaching V Teaching
I'm constantly challenged by how managers confuse teaching as coaching. When I ask managers to list all the activities…
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Activity
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Today’s shoppers are redefining value, and businesses are rethinking how they deliver it. In this article, Maurice Zicman unpacks how retailers are…
Today’s shoppers are redefining value, and businesses are rethinking how they deliver it. In this article, Maurice Zicman unpacks how retailers are…
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Excited to announce that TP has secured the top spot in the 2025 Frost Radar™ for Customer Experience Management in Asia-Pacific, surpassing over 200…
Excited to announce that TP has secured the top spot in the 2025 Frost Radar™ for Customer Experience Management in Asia-Pacific, surpassing over 200…
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Retail is no longer just about transformation – it’s about keeping pace with customers who are evolving faster than ever. From AI-powered service…
Retail is no longer just about transformation – it’s about keeping pace with customers who are evolving faster than ever. From AI-powered service…
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Experience
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Education
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Honors & Awards
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Director and Board Member
Lacrosse Victoria
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Division 2 Best and fairest
Lacrosse Victoria
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Best and Fairest winner - Division 3
Lacrosse Victoria
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Rookie of the Year
The Forum Corporation
Awarded to the individual with highest performance in their first year
Languages
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Spanish
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Portuguese
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Recommendations received
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LinkedIn User
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I’m excited to share that I’ve joined Emapta as its new Global Experience Officer. The moment I stepped into the Tasmania Room for my first meeting,…
I’m excited to share that I’ve joined Emapta as its new Global Experience Officer. The moment I stepped into the Tasmania Room for my first meeting,…
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TP Reach Technical field service support faces pressure to scale, expand, and increase efficiency. How can you enhance field support to meet…
TP Reach Technical field service support faces pressure to scale, expand, and increase efficiency. How can you enhance field support to meet…
Shared by Maurice Zicman
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To my colleagues at Carenet Health, Reflecting on the incredible journey we've shared over the past couple of years fills me with gratitude. Our…
To my colleagues at Carenet Health, Reflecting on the incredible journey we've shared over the past couple of years fills me with gratitude. Our…
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There are some interesting points of view from Maurice Zicman from TP in this article about onshore vs offshore call centres for Telstra: 1)…
There are some interesting points of view from Maurice Zicman from TP in this article about onshore vs offshore call centres for Telstra: 1)…
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In this AI powered digital world we live in, consumers still want human to human empathy based interactions, video is poised to become a competitive…
In this AI powered digital world we live in, consumers still want human to human empathy based interactions, video is poised to become a competitive…
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🎉 I’m inspired, proud and absolutely thrilled for Melissa Teo, Karen Shepherd, Danique Gowdy, Emily Boscoe, Mariana Karavias and Robin, our small…
🎉 I’m inspired, proud and absolutely thrilled for Melissa Teo, Karen Shepherd, Danique Gowdy, Emily Boscoe, Mariana Karavias and Robin, our small…
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Couldn't be prouder of this bunch!! They bring their best selves to the grind everyday and their liveliest selves when it is time to let their hair…
Couldn't be prouder of this bunch!! They bring their best selves to the grind everyday and their liveliest selves when it is time to let their hair…
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There has been a lot of media attention on AI this week, and I played a part yesterday. I was honoured to be interviewed by Tom Connell at Sky News…
There has been a lot of media attention on AI this week, and I played a part yesterday. I was honoured to be interviewed by Tom Connell at Sky News…
Liked by Maurice Zicman
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📘 Member News | TP in the Philippines TP in the Philippines has partnered with the Commission on Elections (COMELEC) to support the Special…
📘 Member News | TP in the Philippines TP in the Philippines has partnered with the Commission on Elections (COMELEC) to support the Special…
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A week ago, my youngest niece from my Father’s side of the family gave me a handmade crochet frog for my birthday - a simple act filled with pure…
A week ago, my youngest niece from my Father’s side of the family gave me a handmade crochet frog for my birthday - a simple act filled with pure…
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🎉 Happy 60th Birthday, Singapore! Today, we celebrate six decades of resilience, innovation, and progress. From a small island nation to a global…
🎉 Happy 60th Birthday, Singapore! Today, we celebrate six decades of resilience, innovation, and progress. From a small island nation to a global…
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Thank you, team, for the heartwarming birthday surprise. I loved the unique, creative, and energetic video. I’m truly blessed to have such an amazing…
Thank you, team, for the heartwarming birthday surprise. I loved the unique, creative, and energetic video. I’m truly blessed to have such an amazing…
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Laura Downing, Vice President of Business Development at TP, was recognized as one of the Top 50 Women Leaders of Nashville for 2025! A global…
Laura Downing, Vice President of Business Development at TP, was recognized as one of the Top 50 Women Leaders of Nashville for 2025! A global…
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Last Day to Register! What’s Shaping the Future of Australian Contact Centers? Date: Tuesday, July 29 Time: 12 PM AEST Hosted by SMAART…
Last Day to Register! What’s Shaping the Future of Australian Contact Centers? Date: Tuesday, July 29 Time: 12 PM AEST Hosted by SMAART…
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