Establish business priorities using data-driven technology

Touchpoint Group optimises customer engagement by enabling businesses to utilise their customer experience data.

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.

Find out more

ISO 27001

Meet The Management Team

Frank Van der Velden

Frank van der Velden

Chief Executive Officer & Co-Founder

Steve Shearman

Steve Shearman

Non-Executive Director & Co-Founder

Phil Norman

Phil Norman



Sunil Rajan

Non-Executive Director

Denise Faulkner

Denise Faulkner

General Manager, Finance and Administration

Jon Edmonds

Jon Edmonds

General Manager, Digital

Glenn Marvin

Glenn Marvin

Chief Revenue Officer, Sales and Marketing

Masha Ivanhoe

Masha Ivanhoe

Chief Operating Officer

Karen Liesenfeld

Karen Liesenfeld

Chief Information Security Officer

Yazad Karkaria

Yazad Karkaria

Global Head of AI Analytics and CX Strategy

Andy Dustin

Andy Dustin

Head of Platform

Kevin Yang

Kevin Yang

Product Designer

Why join the Touchpoint Group Team?

If you love David Vs Goliath stories, you will love ours!

We’re a small, dynamic, diverse team taking on the giants around the world. We successfully compete with and work with international brands, across multiple industries and multiple time zones

With Touchpoint Group, you will:

  • Work with awesome colleagues from all walks of life
  • Have flexible work hours
  • Be a part of a quality group chat
  • Work in an open-plan office in the heart of Parnell
See our available roles

Contact Us

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