The Customer Experience Champion
An internationally known expert on customer experience, multichannel operations and e-commerce, Martin has a strong understanding of customer-centric transformation and how it is vital to survive in this disruptive age.
During his 37-year career, he has developed a keen eye for customer needs and behaviours through building and selling his own successful company, Practicology, and heading up multichannel operations for brands including Burberry, Speedo, Ted Baker, Intersport and Harrods.
Having founded and sold the successful e-commerce consultancy brand Practicology, he has since launched The Customer First Group, a new venture which drives customer-centric transformation across consumer-facing brands through investment, presentations, strategy days and advisory services.
Martin has been listed on Retail Week’s top 50 eTail Power List for five consecutive years, as well as being named in British Vogue’s Online Fashion 100. He’s presented at events all over the world including the British Retail Consortium, Retail Week Live and the World Retail Conference.
Martin’s new book, 100 Practical Ways to Improve Customer Experience, is shortlisted for the 2019 Business Book Awards. Pulling ideas from nearly half a century of experience, alongside his interactions with the brightest and best in business, Martin comes down hard on static ‘traditional’ customer experience and explores the end-to-end process you need to transform into a brand that delivers.
With a varied range of experience and insight, Martin has sat on the advisory board of several retailers including clothing chain White Stuff and online bike specialists Wiggle. He’s also a member of the KPMG IPSOS Retail Think Tank.