W. H. "Hank" Brigman Biography

W. H. “Hank” Brigman is recognized as an innovator and expert in the rapidly growing discipline of Customer Experience Management (CEM). Recently named one of 12 “customer service” experts to track in 2011, Hank was the first to define “touchpoint” on Wikipedia. 

As co-founder and President/CEO of the pioneering CEM research consultancy, Touchpoint Metrics™, Hank co-invented their renowned Touchpoint Mapping^® CEM research methodology.  This original process for inventorying, mapping, evaluating and improving individual customer interactions – or touchpoints – now forms the foundation of many CEM methodologies today

William Henry "Hank" Brigman

As a Customer Experience Management practitioner, Hank has driven quantifiable customer-centricity improvements for organizations large and small, B2B and B2C, and international and local.  Hank’s proven track record of results covers several Fortune 100 firms, including GE, Johnson & Johnson, Microsoft, Travelers and AT&T. In working with Small Medium Enterprises, Hank has helped medical device companies improve their experiences with medical practices, as well as having helped multiple individual professional practices improve their client or patient experiences.

Key success drivers include Hank’s ability to help organizations define their experience strategy. Hank’s Valued Touchpoint Workshops™ are known for their ability to close the strategy to touchpoint gap – getting the experience strategy to consistently live across all customer Touchpoints.  Applying success metrics across both relationships and transactions, Hank is able to quantify the impact of his customer experience work and correlate those improvements to key financial metrics.

As a qualified member of the National Speakers Association and as a Customer Experience Management thought leader, Hank has shared his knowledge in speeches and programs worldwide.  Hank has shared his expertise through presentations throughout North and South America, in China, Singapore, Malaysia and Europe. Hank’s upcoming book, Touchpoint Power! Get & Keep More Customers, Touchpoint by Touchpoint™ will be published Summer, 2011.

After graduating from Eastern Michigan University, Hank enjoyed a three-year stint as a professional golfer on a variety of mini tours. He also completed Northwest Outward Bound.