Martin Newman

Martin Newman, known as The Consumer Champion, is a globally recognised authority in customer centricity and customer experience who helps organisations place consumers at the heart of everything they do. With four decades of experience transforming multichannel operations for prestigious brands including Burberry, Harrods, and Ted Baker, and as founder of The Customer First Group, he has shaped how leading companies connect with their audiences. His sessions equip teams with practical strategies to drive loyalty, improve customer journeys, and create meaningful commercial impact through genuinely consumer-focused thinking.

Over the past forty years, Martin Newman has transformed how some of the world's most prestigious brands connect with their customers, reshaping multichannel operations for household names including Burberry, Ted Baker, Harrods, and Intersport. Widely recognised as The Consumer Champion, he built and successfully scaled Practicology, a global ecommerce agency, before founding The Customer First Group and Customer Service Action, organisations dedicated to embedding customer-focused thinking at the heart of business strategy. His career reflects a consistent commitment to placing consumers first, turning this principle into measurable commercial success across retail, ecommerce, and brand development.

Martin's credibility stems from both operational expertise and strategic leadership. He has served as a trusted advisor and board member for major brands including The Scout Store, The Mayborn Group, Clearpay, Afterpay, and Marketplacer, guiding companies through complex customer experience challenges and digital transformation. His influence extends through his writing, with books such as "100 Practical Ways to Improve Customer Experience" and "The Power of Customer Experience" offering actionable frameworks used by organisations worldwide. Martin has delivered keynotes at leading global events and facilitated strategic sessions for companies including Toyota, Haleon, Specsavers, Pandora, Adobe, and Meta, translating decades of frontline experience into clear, applicable guidance. His online Mini MBA in Customer Centricity and MBA in a Day workshop have educated thousands of professionals, equipping them with the tools to rethink how their organisations engage with customers.

Martin's sessions help audiences move beyond theory to implement genuine customer-focused change. He equips teams with practical strategies to improve customer journeys, strengthen loyalty, and create meaningful commercial outcomes by embedding consumer needs into every decision. Whether working with leadership teams navigating digital disruption or frontline staff seeking to enhance service delivery, Martin provides clear frameworks that organisations can apply immediately. His approach ensures that customer centricity becomes more than a buzzword, transforming it into a measurable driver of growth, retention, and competitive advantage. Audiences leave his sessions with renewed clarity on how to balance commercial objectives with authentic customer care, creating lasting impact that extends far beyond the event itself.