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  3. Martin Newman
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Martin Newman

Global Speaker and Thought Leader
Country or state 
United Kingdom
Available to 
Global
Fee 
Languages 
English
Volunteer:
Yes

Personal Details

Bio

One of the world's leading authorities on customer centricity, Martin is a force for positive change for both consumers and brands.

With his finger on the pulse of consumer behaviour, wants and needs he is a leading authority on customer experience and customer centricity. Helping consumer-facing businesses and brands to future proof their businesses by putting the customer at the heart of all they do. Championing consumers, brands and businesses.

Martin delivers keynote presentations and chairs many leading industry events around the World. He has shared stages with innovators and entrepreneurs alike, including Sir Tim Berners-Lee, inventor of the World Wide Web, to discuss the future of the internet and its implications for retailers.

Martin has been named Top Retail Influencer of the year 2022. He has worked for over 35 years, leading the multichannel operations for some of the world’s most recognisable retail brands. These include Burberry, Intersport, Pentland Brands(Speedo, Berghaus), Harrods and Ted Baker. Following his career in the consumer sector, Martin founded global ecommerce and digital consultancy Practicology, which was sold in 2018 after having scaled up to a global staff of 100 in offices across the UK, EU, Middle East and Asia. Martin has since set up The Customer First Group and two new consumer facing websites Customer Service Action and ServeOmeter.

Martin judges numerous industry awards such as the World Retail Awards, the Customer Experience Awards, the Retail Insider Awards, the PayPal eTail Awards, the Online Retail Awards of Australia and the Great British Entrepreneur Awards. Martin’s counsel also encompasses roles as a NonExecutive Director, Chairman and Board Advisor, working with the Boards of consumer-facing businesses on their key strategic questions and challenges. He is also a board advisor to Clearpay, a Non-Executive Chairman at Scout Store as well as a Trustee of In Kind Direct and a member of the prestigious KPMG IPSOS Retail Think Tank.

Martin is the author of the bestselling books The Power of Customer Experience and 100 Practical Ways to Improve Customer Experience, seen as definitive within the sector and was shortlisted for the Business Book of the Year Award 2019.

Martin also runs his own Mini MBA in Customer Centricity in partnership with Oxford College of Leadership and Management and Oxford College of Marketing.

Current position (3)

Global Speaker and Thought Leader

Founder

Customer Service Action

Founder

Servomiter

Achievements (1)
RETHINK Retail's Top Retail Influencers 2022
Degrees (1)
Marketing
Chartered Institute of Marketing
1999 to 2019

Presentations

Presentations (6)
Customer Centricity: The Building Blocks of Future Success
The New Retail playbook: Guaranteeing Success in a Post-Pandemic World
Culture Eats Strategy for Breakfast: Winning The Hearts of Consumers and Employees
The New Retail playbook: Getting Ready for The Next Phase of Digital Evolution and The Metaverse
Measuring What Really Matters: Turning data into actionable insight and Customers into Fans
MBA in a Day: Customer Centricity Full-Day workshop
  • All (26)
  • Videos (6)
  • Photos (19)
  • One sheet (1)
Martin Newman showreel 2020
Martin's full keynote - Retail Global Australia 2022
Martin's interview on BBC Watchdog
Martin Newman discusses Arcadia and the high street on Sky News
Book Martin, Consumer Champion and expert in Customer Centricity
Martin Newman on BBC World News discussing Black Friday - 2015
This speaker hasn't uploaded any slides yet.
Martin Newman One Sheet
This speaker hasn't uploaded any press information yet.

E-courses (1)

Mini MBA in Customer Centricity
Mini MBA in Customer Centricity
paid

Books & Articles (3)

100 Practical Ways to Improve Customer Experience
Kogan Page ,
2018
The Power of Customer Experience
Kogan Page ,
2021
Customer Centric Transformation White Paper

Expertise (18)

Retail
Technology
Leadership
Hospitality
Business
Customer Experience Customer centricity Retail Employee Engagement Diversity and Inclusion Social Responsibility Culture Entrepreneurship Technology Experential Retail Omnichannel E-commerce The Future of Retail

Awards & certifications (9)

Retail Insider & K3 Top 100 Movers and Shakers in Retail
2017
Retail Week top 50 etail Power List
2014
K3 top 100 Movers & Shakers in Multi Channel
2013
Retail Week top 50 etail Power List
2013
Retail Week top 50 etail Power List
2012
British Vogue Online Fashion 100
2011
Retail Week top 50 etail Power List
2011
K3 Movers and Shakers in multi channel
2011
Retail Week top 50 etail Power List
2010

Reviews

Testimonials (7)
  • Incredibly engaging (and humorous) keynote! Cannot stress how worthwhile you were. 100% recommend booking for CX focussed keynote presentations.
    Retail Week
  • Martin’s knowledge and experience in the retail space make him a thought leader. His business knowledge and professional delivery style made the event a winner.
    Mark Fenton - Itau
  • Martin is the most dedicated customer focussed professional I know. A man with a mission and his energy is infectious.
    Nadine Neatrour, Revolution Beauty
  • Martin was the opening keynote speaker at Metapacks’s annual Delivery Conference, TDC Global 2022. His passion for the subject and energy on stage saw him rate one of the top speakers of the day.
    Joanna McDonough, Event Director, Metapack
  • If you are looking to build a sustainable business that is future proof ready, designed for the customer of today and tomorrow, Martin is unquestionably the man you want with you every step of the way.
    Rizwan Rajpoot - Managing Director, Al-Futtaim
  • Martin was booked to speak about how brands can better understand consumer behaviour at our national conference but the Coronavirus lockdown meant we pivoted to an online Virtual Summit instead. Whilst some people struggle to have an impact on screen, Martin's keynote presentation was fun, engaging and incredibly thought-provoking. Our audience valued his real, practical advice backed by hot-off-the-press research and data. At a time when businesses need to truly wow their customers, I would recommend Martin to speak at any event - either live or online.
    Amalia Brightley-Gillott, Managing Director, Family Business Place
  • I have known Martin for over 8 years and have had the pleasure of working closely with him on a number of large transformation projects covering IT systems transformation as well as organisational change programmes. Martin has an encyclopaedic knowledge of the ecommerce and digital landscape through his work with some of the most significant retail brands, both as a consultant but more importantly, as a practitioner. His understanding of the levers that influence retail performance is vast and he has a unique ability to seamlessly transition between strategic thinking and detailed operational execution. However, his biggest strength is his ability to see everything through the eyes of your customer and his constant challenge to his clients and partners is to focus on delivering the very best customer experience. That isn’t easy for most people and yet Martin can explain the hardest concepts in the easiest of terms.
    Andy Harding, Chief Digital Officer, Arcadia
Recommendations
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One of the world's leading authorities on customer centricity.

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