Brigman was the first to define touchpoint on Wikipedia. Brigman also co-invented Touchpoint Mapping®, the process of mapping Touchpoints along customer lifecycle stages that now forms a basis from most Customer Experience Management (CEM) methodologies. Brigman has worked with many organizations, including five Fortune 100 companies, delivering quantifiable improvements to customer touchpoints and experiences, and top line revenue.
As a consultant, coach, speaker, trainer and author, Brigman has advanced his practical approach to improving the quality and profitability of customer relationships, touchpoint by touchpoint. When people the world over have a question about touchpoints, they contact Hank Brigman.