Journey Focus / Management
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About The Author
Hank Brigman is passionate about helping organizations consistently deliver outstanding journey outcomes for customers, employees and the bottom line. A customer experience innovator, Brigman co-invented a mapping methodology, developed an original formula correlating Net Promoter to revenue, added “touchpoint” to Wikipedia, authored the best seller “TOUCHPOiNT POWER! and has given keynotes for conferences on five continents. In-house and as a consultant, his work worldwide has positively impacted companies in the billions (USD).