We redesign howyour customers feel.
From the hold music on a support line to the texture of a receipt — every moment is an opportunity to earn trust or lose it. We find every one.
Cases that moved
the needle.
Each engagement below was awarded or cited in the industry. We include the metric it moved, not the brief it answered.
Caldwell & Marsh
Reimagining the checkout as a closing ritual, not a transaction.
repeat purchase rate within 90 days
A 14-store menswear chain was losing customers at the point of purchase. The checkout felt rushed, clinical, impersonal — the opposite of the brand's positioning as a considered, unhurried retailer.
CX Impact Award — Retail, 2024
Meridian Collection
Rewriting the emotional signature of a 9-property hotel group.
NPS increase across all properties in 6 months
A boutique hotel group had consistent 4-star ratings but flat NPS scores. Guests couldn't articulate what made the stay special — because nothing did. Every touchpoint was competent but forgettable.
Hospitality Design Award — Guest Journey, 2024
Orion Analytics
Turning a 15-point NPS drop into the agency's most complete CX rebuild.
NPS swing in two quarters post-engagement
A Series B analytics platform watched its NPS fall from 47 to 32 in a single quarter. The product hadn't changed. The customer success team hadn't changed. The problem was invisible — until we mapped it.
Webby Award — B2B SaaS Experience, 2025
Your customers are already
telling you something.
The map is not the territory — but it's where we begin.
Pure
intention.
Audit
We walk every customer path your brand creates — digital, physical, human. We document what we find with the precision of a forensic investigator and the eye of a design critic.
Map
Journey maps built on real observation, not assumption. We plot the emotional arc alongside the functional one — because the feeling is the product.
Redesign
We rewrite each touchpoint with specific, testable language, sensory cues, and timing. Every change is traceable back to a customer moment that mattered.
Embed
We train the people who deliver the experience. Because the best journey map is worthless if the front desk associate hasn't internalized why the greeting takes exactly seven seconds.
What the work
actually produced.
NPS in 6 months
Hotel Group
"Touchpoint found seven moments in our guest journey that no one on our team had ever named — let alone optimized. Each one was costing us a return visit.
Margaret Holloway
VP of Guest Experience
Meridian Collection
Begin the
conversation.
Listening comes before scoping. Tell us what you're experiencing — we'll tell you what we see.
The Touchpoint
Audit Framework
The 24-page framework our team uses at the start of every engagement. Map your own touchpoints, score emotional resonance, and identify the three moments most likely costing you repeat business.