Martin Newman

The Consumer Champion

Martin Newman is a globally renowned keynote speaker, columnist, author, expert and advisor on customer-centric transformation and consumer experience.

Customer Service Action

Empowering positive change for consumers and brands

A platform providing consumers with a voice to help drive improvements in customer service and experience

Who is Martin Newman?

One of the world’s leading authorities on customer centricity, and a force for positive change for 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 has been working in the consumer-facing sector for 40 years, founding and chairing e-commerce consultancy Practicology, and heading up multichannel operations for brands such as Burberry, Ted Baker and Harrods.

A passionate speaker, presenter and author of the award-nominated 100 Practical Ways to Improve Customer Experience, as well as The Power of Customer Experience, Martin offers practical and humorous advice on the challenges facing modern customer-facing businesses and how they need to transform their end-to-end customer experience in the face of a changing market.

Martin Newman

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Martin delivered a fantastic keynote presentation during our member webinar. His insight around consumer behaviour and the implications of this for retailers and brands and how they should go about delivering customer-centric experiences is second-to-none. Not only does he engage and entertain, he educates and provides very pragmatic examples of how businesses can make quick changes to deliver better experiences for customers.

Karen Almond, Buying Director, Associated Independent Stores

We are very much a customer first business but we worked with Martin to really focus down on the core principals of the business and how this affected the customers journey and how people perceived us... Needless to say our head of CX is a pivotal part of the business now. We are really good at this but spending time with Martin pushed us to be best in class.

William Woodhams, CEO, fitzdares

Martin is the most dedicated customer focused professional I know. A man with a mission his energy is infectious. Martin is a consummate professional, motivational leader, market visionary and true customer champion. A veteran of the retail landscape, his passion to do right by the customer is inspirational.

Nadine Neatrour​, eCommerce Director, Revolution Beauty

Martin joined our management team 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, Kathmandu

Martin has an encyclopaedic knowledge of the ecommerce and digital landscape through his work with significant retail brands as a consultant and 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.

Andy Harding, Chief Digital Officer, Arcadia

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.

Retail Week

Martin is an exceptionally strong CEO and business leader. His understanding of the omnichannel landscape is second to none... As a leader, Martin has substantial presence and impact which he uses to high effect, underpinned by a strong retail network.

Alex Fisher, CEO, Oak Furniture Land

Latest blog post

3 Aug

How to empower your customers through an effective channel strategy

My second book is out now

The Power of Customer Experience

The Power of Customer Experience

“As we try and make sense of how to grow our businesses in a disrupted world, Martin has done the thinking for us.”

Andy Rubin, Deputy Chair, Pentland Group

The Power of Customer Experience

Join my Mini MBA in Customer Centricity!

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Partnering with the Oxford College of Marketing and the Oxford College of Leadership and Management, I've created the first-ever Mini MBA in Customer Experience.



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Martin is available for board advisory services, key note presentations, strategy days and workshops.