about martin newman

Speaker | Educator | Author | Advisor
Leading positive change for consumers and brands

Martin Newman speaking at events

Martin Newman

Martin Newman, known as the Consumer Champion, is a globally renowned authority in the fields of Customer Centricity and Customer Experience. With a career spanning four decades in the consumer-facing sector, Martin is leading positive change for both consumers and brands.

As the Founder of The Customer First Group and Customer Service Action, Martin has played a pivotal role in shaping the customer-focused landscape. Throughout his career, Martin has revolutionised multichannel operations for brands like Burberry, Ted Baker, Intersport, and Harrods and scaled and sold global e-commerce agency Practicology.

With his wealth of experience, influential books, advisory roles, educational programs, and captivating speaking engagements, Martin continues to shape the landscape of customer-centric transformation for brands and businesses around the world.

Martin Newman
The Customer First Groupthe consumer focus logoServe MeterCustomer service action logoMartin Newman logo

Expertise

Media

Martin appears regularly on BBC TV and Radio, on Sky, ITV, Channel 5 and a host of other media channels such as LBC, The Times and FT to discuss consumer issues relating to the retail, travel, CPG, hospitality, automotive and financial services sectors.

Speaking

Martin's reputation as a captivating speaker in the realms of customer experience and customer centricity is unmatched. He has graced the stages of prestigious global events, captivating audiences with his insightful keynotes and strategic sessions.

Acknowledgements

Amongst Martin’s many accolades, he has been featured in various industry leader lists, including Retail Week’s top 50 eTail Power List five years in a row. He has also been named consecutively in the Retail Insiders top 100 Retail Movers & Shakers list, as well as the British Vogue Online Fashion 100 and Top 50 Retail Influencers 2022 and 2023.

Judge

Martin judges numerous industry awards such as the World Retail Awards, the Customer Experience Awards, the Retail Insider Awards, the RTIH awards, the PayPal eTail Awards, the Online Retail Awards of Australia and the Great British Entrepreneur awards.

Martin Newman
Martin Newman speaking at events

Educator

Through his collaboration with the Oxford Professional Education Group, Martin educates and empowers businesses worldwide with his online Mini MBA in Customer Centricity. Additionally, he conducts bespoke workshops and strategy days and offers an in-house MBA in a day.

Author

Martin's profound knowledge and insights have led him to become an acclaimed author. He has penned two influential books, "100 Practical Ways to Improve Customer Experience” and "The Power of Customer Experience", offering invaluable guidance to businesses striving to enhance their customer-centric strategies.

Advisor

Martin is a trusted board advisor and member for esteemed brands such as The Scout Store, The Mayborn Group, In Kind Direct, Wiggle, White Stuff, Afterpay, Marketplacer and a Trustee of In Kind Direct.

What is Customer Centricity?

Customer Centricity is more than simply ensuring a good customer experience. It is putting the customer at the heart of all that you do. It touches every part of the business and everyone from the CEO to the Front line. Customer centric businesses start by ensuring they create a great employee experience, creating an environment and culture for them to thrive.

They understand that just transacting with customers is not enough and that they need to become service providers, leveraging technology to empower customers, to deliver the end-to-end experience they require. By doing this and by demonstrating genuine purpose, and the right values, by being truly diverse and inclusive and by walking the talk on social responsibility, any business can begin to build a more emotional connection with its customers and, in doing so, start to turn them into fans of the brand. Customer centric brands also obsess with turning data into actionable insight, and they do this by measuring what really matters.

Martin Newman speaking at events

WHAT PEOPLE ARE SAYING

"Incredibly engaging (and humorous) keynote!Thank you for an outstanding presentation. You captivated the audience and provided a real practical step-by-step guide to putting the customer at the heart of a multichannel business. We’ve had great feedback – real great content – and appreciate you joining us. Cannot stress how worthwhile you were. 100% recommend booking for CX focused keynote presentations."

The Retail Week

“Martin joined our management team last week for our annual two day strategy review. He is truly an expert on customer centricity in a multichannel environment. He stretched us and challenged us through engaging presentations as well as helped us articulate key strategies with a focus on digital and customer centricity.”

Xavier Simonet

CEO and Managing Director, Kathmandu

“Martin was the opening keynote speaker at Metapack’s annual Delivery Conference, TDC Global 2020. He delivered a great presentation on the roadmap to customer centricity, focussing the audience on a key theme for the day – the importance of putting consumers’ expectations and experience front and centre of their business’s strategy to drive customer engagement . His passion for the subject and energy on stage saw him rate as one of the top speakers of the day.”

Joanna McDonough

Event Director, Metapack

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