Custom speaking, coaching, and consulting services to meet your needs


Attendees rave
     "This is the most valuable training in Service Excellence I have attended over my 15 years in the industry.  It fits those who are hungry to learn directly from a guru who has walked the talk!"
-Ng Sua Keong, Head, Customer Management, Centre for Innovation and Enterprise
An experienced international speaker comfortable on any stage
SpeakerDemoImage Click play button to watch a short speaking demo from one of my keynotes
I have been priveleged to entertain, educate and motivate audiences from New York to Singapore, San Diego to Amsterdam, Dallas to Kuala Lumpur, Orlando to Toronto, Miami to Helsinki, and from Chicago to Shanghai.
As a qualified member of the National Speakers Association, my message of customer-centricity, touchpoint by touchpoint, has resonated with audiences as intimate as 25 and as vast as several thousand.
Click the image to the left to see a short demo video in a new window.
Event host raves
     "Hank Brigman is a dynamic and engaging speaker. He held our audience's attention with rich content and relevant stories. He is a pleasure to work with and the evaluations of his presentation were outstanding."
-Robert Fortunato, Legal Marketing Association
Three options to meet your needs
I offer three distinctive and customized programs to meet different needs. Whether it is a dynamic keynote, educational breakout or interactive workshops, my program will inform, inspire, entertain and broaden thinking and action on improving customer experiences and touchpoints.
Attendees will leave with ideas and tools to immediately improve customer experiences, whether on an individual, departmental or enterprise level.
Speaking Fee: Call +1 904.466.1805 or email This email address is being protected from spambots. You need JavaScript enabled to view it. for a specific quote.
For more information or a quote, contact me today at 904.466.1805 or This email address is being protected from spambots. You need JavaScript enabled to view it. or visit (opens in a new window)


Big Wins and Great Results with Your Own Customer Experience Coach
Coaching - A cost-effective way to gain valuable expertise, methodologies, tools and secrets. Save time, effort and resources. Your satisfaction is guaranteed.  I provide customized coaching services to customer experience leaders and/or teams, covering strategy, implementation or measurement.
For over ten years I have devoted my professional efforts to learning, applying and developing the discipline of Customer Experience Management. The experiences I draw from to help you includes:
  • As a consultant, generating quantifiable results for organizations small and large - including five in the Fortune 100.
  • As the in-house head of customer experience, helping drive a 15 point improvement in "likelihood to recommend" in 18 months for a $1 billion dollar operating company of a Fortune 50 company. With an original formula, I was also able to correlate this improvement to a $37.5 million incremental increase in annual revenue.
I am passionate about improving customer experiences and touchpoints and want to share my expertise, tools and methodologies to help you accomplish your goals.

Here is a quick overview of what coaching sessions can cover. Below please find an opportunity to download a PowerPoint overview of my two coaching programs, complete with pricing.

The Coach At Your Service program will be tailored to meet your specific needs. It can cover:

  • Mapping – expertise and tools from the methodology for mapping a customer’s touchpoint path along their journey stages (I co-invented the process in 2002). Perfect for better understanding the holistic journey and for identifying low-hanging fruit for immediate action.
  • Internal sales – getting people, from executives to front-line staff, onboard and enthusiastic
  • Early wins – where to focus for critical wins and how to avoid typical political and practical landmines
  • Strategy – from developing values and Identity, to a compelling Experience Strategy, to a comprehensive Customer Experience Management Plan
  • Implementation – how to get the Identity, Strategy and Plan to live across each interaction (touchpoint). Note: This is a KEY to success and the hardest to accomplish.
  • Measurement – measuring success, correlating it to financial metrics, determining ROI
It is my desire to help you see around the corners, avoid typical traps, protect your company from political damage, and maximize success.
     “He led us to the next level of revenue benefits derived from delighting customers. Call Hank. You'll be glad you did.”
-Marie Olesen, CEO, La Jolla Cosmetic Surgery Centre
Two options for more coaching program information:
1. Call me right now at +1.904.466.1805 to ask your questions and explore synergies (of course, there is no cost or obligation). I love this stuff and welcome your call to discuss your situation. BTW, I am in the Eastern time zone – same at New York City. You can also email me: hank @
2. Download – Just complete these two fields and click the “View PPT” button to access a PowerPoint Presentation that includes pricing:
First Name

Email (*)

Like you, I like honesty and hate spam.
Honest details: You will receive a link to a PDF of a short PowerPoint deck that covers my two standard coaching packages, and includes pricing for each. Downloading this PowerPoint subscribes you to my periodic TOUCHPOiNTER Newsletter of tips, tricks and tools from the front lines of Customer Experience Management. You also get access to subscribers’ only resources. Of Course you can unsubscribe anytime. Click to read our really boring privacy policy.
“It is without reservation that I would recommend Hank Brigman to any organization seeking to improve customer experiences – whether to address a tactical problem, or to make a strategic or cultural shift. His work helps restore my faith in the real and tangible benefits coaches can deliver”
Lars Janson, VP Customer Experience


For information on consulting services, visit Customer Experience Strategies, Inc., the consultancy I founded as “hands-on agents of rapid change.” This boutique consultancy works with select clients on a global basis seeking to establish a customer-centric culture as a defendable competitive advantage.


TOUCHPOiNT POWER! gets it right. It shows how mapping touchpoints should be used for building a consistently great Customer Experience.
-Colin Shaw
Founder & CEO, Beyond Philosophy
TOUCHPOiNT POWER! will help you build customer-centricity. Everyone that is committed to driving a service culture will learn a lot from the book.
-John Tschohl
President & Founder, Service Quality Institute; Author of Excellence Through Customer Service
We have found that Brigman’s practical approach to customer-centricity engages and empowers people throughout our organization. Apply TOUCHPOiNT POWER! to differentiate, and to enhance both customer and employee satisfaction and loyalty.
-Lars A. Janson
Vice President Global Customer Experience

Touchpoint: Each interaction – physical, communication, human and sensory – with and within your organization.


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