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From insights to action

Great CX starts with listening - and continues with action.

At Touchpoint, we close the loop:

 Ipiphany turns feedback into clear themes, root causes, and quantified impact.

  Touchpoint MX delivers the response via email, SMS, surveys, and loyalty.

✨ Close the CX loop with Touchpoint Group.

Our Customers

Proven by the World’s Top Brands

JP_Morgan
TD_Bank
BMO
Midlands
Verizon
Suncorp
AA_Insurance
iag
Samsung-1
Green-Cross-Health
Uber
vodafone

Our Platforms

Insight - Ipiphany

AI Customer Feedback Analysis

Turn verbatims into decisions leaders can defend. Ipiphany extracts themes, explains root causes, and quantifies the impact on churn, cost, and revenue-so CX and Insights teams can prioritise the top fixes.

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Action - TouchpointMX

Marketing Automation

Act on those insights through coordinated email, SMS, surveys, and loyalty campaigns. MX is ISO 27001-certified and backed by local NZ support, giving regulated enterprises the control and trust they need.

touchpoint mx
Our Core

Commitments

Touchpoint turns customer data into intelligent action through AI - driving smarter decisions, stronger connections, and real ROI.

Vision

To lead in transforming feedback into insights that power smarter, faster customer experience decisions.

Mission

We help businesses unlock customer insights through AI, driving action and measurable impact.

Values

Tenacity, Straight Talking, Ethical, Belief, Can Do, Competent & Dependable, Initiative, Inquisitive 

The story behind Touchpoint Group

Our Journey to Digital Innovation & Customer Success

Explore Touchpoint Group's evolution from email marketing pioneers to leading experts in customer engagement and experience management.

  • 2000

    Touchpoint Group pioneered email marketing automation in New Zealand, quickly establishing itself as a trusted provider for innovative digital engagement solutions.

  • 2003

    As demand for mobile engagement grew, we launched TouchpointMX—an omni-channel automation platform designed to seamlessly connect and optimise customer interactions across every digital touchpoint.

  • 2008

    To meet the growing need for Voice of Customer (VoC) analysis, we developed TouchpointCX—a dedicated platform for comprehensive customer experience management.

  • 2018

    As data complexity increased and the need for actionable insights became clear, we developed Ipiphany—our AI-powered feedback analytics tool designed to unlock deeper understanding from customer data.

  • 2021

    Touchpoint Group is recognised as New Zealand’s leading multi-platform CXM and analytics provider, trusted by industry leaders around the world.

Meet Our Team

Teamwork begins by building trust

Alone we can do so little; together we can do so much

Phil_Norman
Chairman

Phil Norman

Tim-Manning-2
Director

Tim Manning

Frank_VanDerVelden
Executive Officer & Founder

Frank van der Velden

Sunil-Headshot-01
Non-Executive Director

Sunil Rajan

Jon_Edmonds
Chief Executive Officer

Jon Edmonds

Yazad-Karakia-25072024
Head of AI Analytics & CX Strategy

Yazad Karkaria

Andy-Dustin
Head of Engineering & Product

Andy Dustin

Marnie-19052025
Administration Manager

Marnie Simpson

Proof in the Numbers

Grow with Touchpoint Group

100 +
 organisations benchmarked
21 yrs+

CX analytics expertise

60 s

to analyse 120k comments

1 M+

app reviews/year

Case Studies & Success Stories

How leading brands uncovered churn risks and boosted NPS.
Ipiphany - Security

JP Morgan Chase & Co

JP Morgan Chase & Co: Leverage customer feedback and gain greater insights into mobile app performance. Learn more...

Ipiphany - AI-1

Hastings Direct

Hastings Direct: How VoC feedback analyses helps detect and prevent customer churn. Learn more...

Ipiphany - insights to action feature

Tier 1 Bank

How a Tier 1 Bank identified the root cause of a 19 point NPS drop in 24 hours. Learn more...

Need help?

Got a question? Let’s chat.

Phone

 

Email

support@touchpointgroup.com

Location

Auckland, NZ | Sydney, AU | London, UK 

FAQ

We offer two SaaS platforms: Touchpoint MX for email and SMS. Ipiphany for AI customer feedback analytics. We support enterprises in NZ, AU, US, UK.

 

Yes. We are NZ based and provide local support for ANZ customers, with global coverage for others. 

MX is a marketing automation platform for email, SMS, and loyalty. It runs journeys, segmentation, and reporting. 

MX focuses on enterprise journeys, data control, and local support. It suits regulated industries that need auditability and scale. 

Ipiphany is an AI analytics platform that turns text feedback into themes, sentiment, and root-cause drivers you can act on

We operate an ISO 27001-certified information security management system. We can share details on request. 

Most teams can run first journeys in MX or first Ipiphany analysis within days once data and access are set.