# Touchpoint: what it is and how it works · Zorraquino
> A touchpoint is a specific interaction between a person and an organisation, brand or service.
URL: https://www.zorraquino.com/en/dictionary/touchpoint

# Touchpoint

A touchpoint is a specific interaction between a person and an organisation, brand or service

What it means, how it is used and where it comes up, with its related concepts.

[The whole glossary](https://www.zorraquino.com/en/dictionary)

## What it is and how it works

It can take place on a website, in a conversation, during a delivery or in a physical space. Analysing it requires understanding the moment in the journey and the need it must meet. Optimising an isolated touchpoint does not guarantee that the whole experience is consistent.

Topics

[Experience and service design](https://www.zorraquino.com/en/dictionary/category/experiencia-y-diseno-de-servicios)

## Related concepts

- [Customer experience](https://www.zorraquino.com/en/dictionary/internet/customer-experience.html)
- [Phygital experience](https://www.zorraquino.com/en/dictionary/digital-marketing/phygital-experience.html)
- [Experience friction](https://www.zorraquino.com/en/dictionary/experience-friction)