Core Customer Experience Problem:

Inconsistent and/or negative customer touchpoints inhibit the ability to get and keep desired customers and employees, negatively impacting financial metrics.

We solve this problem.

Typical Initial Engagements:

For information on the type of engagements clients typically start with, click here.



Get & Keep More Customers, Touchpoint by Touchpoint, foreword by renowned thought-leaders Peppers & Rogers. This “how to” book is set to revolutionize how organizations approach and benefit from Customer Experience Management. Click the cover for more information in a new window.

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Each interaction – communication, physical, human and sensory – with and within your organization. Source: Hank Brigman, President and the first to define touchpoint on Wikipedia
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puzzleExpertise to Drive Rapid Change

hank34Hank Brigman, Founder, President & TOUCHPOiNT Strategist
Hank Brigman is recognized as an innovator and expert in the rapidly growing discipline of Customer Experience Management (CEM). Hank co-founded and served as President/CEO of an early and pioneering CEM research consultancy where he co-invented their mapping methodology. This original process for inventorying, mapping, evaluating and improving individual customer interactions – or touchpoints – now forms the foundation of many CEM methodologies today.

As a consultant and in-house with a global Fortune 100 company, Hank has delivered quantifiable results improving customer experiences and touchpoints.

The first to define “touchpoint” on Wikipedia, Hank is known as the touchpoint guru. Whether helping your organization reap the benefits of solving the core customer experience problem or speaking around the world on the topic, Hank’s passion for CEM comes through.

You may have heard Hank say, “I love this stuff.” Hank has invested his love and knowledge of CEM in TOUCHPOiNT Power! Get & Keep More Customers, Touchpoint by Touchpoint (William Henry Publishing, 2013), his “how to” guide to customer-centricity. With a foreword by Peppers & Rogers, Hank’s first book is revolutionizing how organizations are approaching customer touchpoints.

A former professional golfer, Hank still enjoys golf and has recently taken up surfing.

For information on Hank’s book, TOUCHPOiNT Power! in a new window, click

For information in a new window on having Hank wow the audience at your next event, click

david34David Wisnom, Identity Strategist
David Wisnom's background in developing identity/branding strategies covers the spectrum of brands such as Varian Medical Systems, Microsoft, Kellogg's, Mechanics Bank, Wagner SprayTech, Intuit, McDonald's, Gatorade and Coca-Cola. In the course of his more than 20-year career, David worked closely with industry icons Walter Landor and Primo Angeli, among others, who individually mentored his professional development. Ultimately, this culminated in the development of his own brand identity philosophy, an approach detailed in the book he co-authored, Before the Brand: Creating the Unique DNA of an Enduring Brand Identity (published by McGraw-Hill). The book's most recent translation is into Turkish.

David’s experience includes serving as Managing Director of the San Francisco office of FutureBrand, the global strategic branding firm. His clients included Microsoft, Stanford Hospitals & Clinics, Avery-Dennison, Dreyer's Grand Ice Cream, Western Digital, AMD and Cadence Design.

Earlier, David spent nine years as Executive Director of Brand Identity for Landor Associates, the world's leading strategic branding firm. In 1993, he established a new Landor office in Chicago. He was also responsible for developing branding programs for clients that included McDonald's, Coors Brewing, Gatorade, Target Stores, Keebler, Amoco, Braun-Oral-B, BlueCrossBlueShield, Pennzoil and Gerber Baby Food.

David spends his rare free time with his wife, two kids and lab, fly fishing and cycling.

Intelligence Strategist
We partner with respected research organizations aligned with our intellectual property, that meet our clients' need for impeccable research acumen, and for those clients that need it, provide global multi-language services.
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