The story behind Touchpoint Group
Touchpoint Group emerged as one of NZs first email marketing automation providers
Our offering quickly expanded to mobile and TouchpointMX was created as an omni-channel automation tool
With a growing need to analyse VoC feedback, TouchpointCX was born as a dedicated CXM platform
The greater the data disparities grew and performance insights recognised in data collected, Ipiphany our AI feedback analytics tool was developed
Touchpoint Group is recognised as NZs only multi-platform CXM & analytics provider, servicing industry leaders world-wide
Touchpoint Group, the brain-child of Frank van der Velden and Steve Shearman, was established in 2000. Launched after the sale of Web Masters in 1999, Frank & Steve saw the power the internet provided for businesses and the masses alike to communicate in a far more effective and dynamic way.
Touchpoint Group was formed as the vehicle to develop data driven customer centric products. In 2000 this was email only, which grew to multi-channel communications, encompassing mobile in 2003. This formed the foundation for the automated marketing platform, TouchpointMX. In the early days of the Global Financial Crisis, Touchpoint began working with major retail banks, this experience became the basis for the dedication to data security and customer privacy, now firmly embedded in the company’s DNA.
During the Financial Crisis, banking customer relationships were severely damaged. Our banking customers wished to repair these relationships and using TouchpointMX we experimented extensively with customer feedback using the survey module. This was so effective we decided to build a Voice of Customer product, TouchpointCX, which enabled the automation of data collection, while providing case management features, reporting and analytics.
Touchpoint Group’s data repository grew exponentially, while customers were asking for more effective ways to analyse their data, their preference being without expensive data analysts! Steve Shearman has always maintained a keen interest in technology developments in artificial intelligence and neural networks. Driven by the benefits of automation he was eminently suited to lead our newest project for Touchpoint Group. The NZ Government Innovation Agency, Callaghan Foundation, backed the proposed project with funding and in just 18 months Touchpoint Ipiphany was born. It proved the hypothesis that AI could indeed do most of the heavy lifting in finding root cause more effectively than humans from customer data.
Touchpoint Group is the only business world-wide that offers a seamless 3 suite platform of customer centric solutions that really drive business impact. Our expertise in gathering the data, marketing to the customer and analysing results for over 20 years, gives our clients the reassurance we are the best in the market.
Touchpoint Group, trusted by customer centric organisations worldwide
Certified by the world’s most trusted security management system
Touchpoint Group is ISO 27001 certified. All our platforms are tested and audited against the highest security standards worldwide.
ISO 27001 is a worldwide recognised information security management system which is favoured by those in the banking and financial sector due to its strict controls and regular auditing procedures.
"If you need to analyse, organise and understand key themes from unstructured customer comments, as well as the degree of impact they have on key metrics you are surveying on, then this is the tool you need."
Adrian S
Digital Business Banking Director
Barclays Bank, UK
"It is refreshing to see such a commitment to information security and privacy reflected within systems, technology and culture at Touchpoint Group."
Simon J
Managing Director
Resilient IT, NZ
"TouchpointMX has been partners with Harvey Norman PhotoCentre since 2008, providing a valuable service and digital solutions to help us achieve our marketing goals."
Alpesh L
Digital Marketing Specialist
Harvey Norman PhotoCentre
"Ipiphany enabled us to read tens of thousands of lines of unstructured text from our third party delivery company quickly and efficiently. Providing us with an overview of areas we can improve our customer experience and B2B relationship."
Megan B
Head of Marketing
Tortilla, UK
"Touchpoint Group is a HUGE asset to The Midland Group. Assisting us with websites for 3 of our products and providing us with a personalised marketing CMS through TouchpointMX."
Adam B
International Marketing Manager
The Midland Group
"The Touchpoint team were so helpful and professional, offering suggestions, guidance and technical support the entire journey. They were responsive and highly organised, delivering the project on time and to budget. We couldn’t recommend them more highly!"
Sarah C
Digital Marketing Lead
Green Cross Health
Meet The Management Team
Chief Executive Officer & Co-Founder
Chief Technology Officer & Co-Founder
Chairman
Non-Executive Director
Denise Faulkner
General Manager, Finance and Administration
Chief Information Security Officer
Chief Revenue Officer, Sales and Marketing
General Manager, Digital
Why join the Touchpoint Team?
If you love David Vs Goliath stories, you will love ours!
We are a small dynamic, diverse team taking on the world giants that work with international brands across multiple industries (and we are winning!)
With Touchpoint Group, you will:
- Work with awesome colleagues from all walks of life
- Have flexible work hours
- Be apart of a quality group chat
- Work in an open-plan office in the heart of Parnell
- Be apart of fun monthly socials
Contact Us
Fill out your details in our contact form and we’ll help answer your questions!