Martin newman
Leading Customer Experience Keynote Speaker
Martin is one of the world's most sought-after speakers in customer experience and customer centricity, who has taken centre stage at many leading global events and presented keynotes and strategic sessions for some of the world's biggest brands. such as Toyota. GSK. Pandora. Meta and more. Martin not only entertains. inspires and educates, but he also delivers actionable insight for any business audience.
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Martin Newman
Martin Newman is a globally recognised Consumer Champion, keynote speaker, educator, and author with over four decades of experience in consumer-focused industries. As the founder of The Customer First Group and Customer Service Action, Martin is committed to driving positive change for both consumers and businesses, empowering organisations to build trust and long-term relationships through customer-centric strategies.
Martin has revolutionised multichannel operations for some of the world’s most prestigious retail brands, including Burberry, Ted Baker, Harrods, and Intersport. His leadership has shaped the retail landscape by delivering innovation, operational excellence, and customer-first approaches.
In addition to his corporate roles, Martin founded the global e-commerce consultancy Practicology, scaling it into a 100-person operation across multiple continents before successfully selling the business in 2018. His influence extends to board advisory positions for notable organisations like Scout Store, Clearpay, The Mayborn Group, and Wiggle, guiding them on strategic initiatives.
As an engaging keynote speaker and event chair, Martin has shared stages with global innovators, including Sir Tim Berners-Lee, and inspired audiences at events for brands like Toyota, Adobe, Meta, and Specsavers. His career has earned him multiple accolades:
- Featured in Retail Week’s Top 50 eTail Power List for five consecutive years.
- Named in Retail Insiders Top 100 Retail Movers & Shakers.
- Recognised in British Vogue’s Online Fashion 100.
- 100 Practical Ways to Improve Customer Experience, shortlisted for the Business Book of the Year Award 2019.
- The Power of Customer Experience, a comprehensive guide to building customer-focused businesses.
These services are designed to help businesses optimise their customer experience, foster growth, and stay ahead in today’s competitive market.
Martin Newman
Martin Newman is a globally recognised Consumer Champion, keynote speaker, educator, and author with over four decades of experience in consumer-focused industries. As the founder of The Customer First Group and Customer Service Action, Martin is committed to driving positive change for both consumers and businesses, empowering organisations to build trust and long-term relationships through customer-centric strategies.
Martin has revolutionised multichannel operations for some of the world’s most prestigious retail brands, including Burberry, Ted Baker, Harrods, and Intersport. His leadership has shaped the retail landscape by delivering innovation, operational excellence, and customer-first approaches.
In addition to his corporate roles, Martin founded the global e-commerce consultancy Practicology, scaling it into a 100-person operation across multiple continents before successfully selling the business in 2018. His influence extends to board advisory positions for notable organisations like Scout Store, Clearpay, The Mayborn Group, and Wiggle, guiding them on strategic initiatives.
As an engaging keynote speaker and event chair, Martin has shared stages with global innovators, including Sir Tim Berners-Lee, and inspired audiences at events for brands like Toyota, Adobe, Meta, and Specsavers. His career has earned him multiple accolades:
- Featured in Retail Week’s Top 50 eTail Power List for five consecutive years.
- Named in Retail Insiders Top 100 Retail Movers & Shakers.
- Recognised in British Vogue’s Online Fashion 100.
- 100 Practical Ways to Improve Customer Experience, shortlisted for the Business Book of the Year Award 2019.
- The Power of Customer Experience, a comprehensive guide to building customer-focused businesses.
These services are designed to help businesses optimise their customer experience, foster growth, and stay ahead in today’s competitive market.
Retail Week
Keynote Speaking Services
Martin Newman, is one of the World’s leading authorities in customer centricity and customer experience. Elevate your event, dinner, in-house strategy day, or workshop with Martin's transformative insights and dynamic keynote presentations. With a profound understanding of the ever-evolving landscape of customer expectations, Martin crafts engaging and impactful keynotes that resonate with diverse audiences.
experienced and trusted keynote speaker
As a sought-after keynote speaker, Martin brings a wealth of experience from his 40+ years in retail and consumer facing brands. His expertise extends beyond theory, as he draws from real-world examples and success stories that captivate and inspire. Whether you are navigating the challenges of digital transformation, cultural change, honing your customer engagement strategies, or seeking innovative approaches to drive customer lifetime value and sustainable business success. Martin's keynotes are tailored to meet your specific needs.
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creating powerful insights to businesses
Each keynote is a masterclass, blending thought leadership with practical strategies. Martin Newman doesn't just speak; he ignites conversations, sparks ideas, and leaves a lasting impact. Discover the power of a keynote speaker who doesn't just share knowledge but transforms it into actionable insights, guiding any business towards a customer centric and more profitable future.
For 1-hour keynotes
Martin Newman, a retail expert with over 40 years of experience, delivers compelling and educational keynotes that offer insights on customer centricity and retail trends, actionable steps for immediate improvement, and are tailored to audience needs.
For Virtual Keynotes
Martin Newman’s virtual keynotes are engaging and interactive, providing expert knowledge on customer experience and retail trends, practical and implementable advice, and customised content for online audiences.
For UK Events
Martin Newman provides UK events with captivating presentations, in-depth industry insights, actionable advice, and tailored content specifically designed for UK audiences.
For International Events
Martin Newman’s international keynotes are engaging and memorable, offering global industry insights, actionable guidance for immediate impact, and customised content for diverse audiences worldwide.
"MBA in a Day" Sessions
Martin Newman’s "MBA in a Day" sessions provide an intensive learning experience, offering practical insights and strategies, customised learning paths, and an interactive format designed to deliver immediate, impactful results.
Topics
Here are some of Martin’s core topics, but if you have something else in mind, get in touch. Martin always tailors his content to you and your audience so you never see the same presentation twice.
Customer Centricity:
The Building Blocks of Future Success
We all talk a good game when it comes to ‘being customer centric’ or ‘putting the customer at the heart of all we do.’ But what does that really mean? To be truly customer centric you must think about all that you do and not just the experience the customer sees. How you treat your own colleagues, your culture, your approach to diversity and inclusion and the environment, your values and purpose as an organisation, how you use technology to empower both your colleagues and your customers, how you move from transacting to building relationships and how you measure what good looks like. These are all building blocks to being a customer centric business. Martin brings case studies from around the world of brands that do all of this well and what the outcome is.
Turning customers into fans:
How to achieve an emotional connection with your brand
99% of businesses have customers; they don’t have fans. That is because we still look at customers as a cost centre rather than a profit centre. Often great at bringing them in the door through acquisition marketing but have little to no focus on retaining them and building their lifetime value. Martin will demonstrate how the most successful companies have been able to create an emotional connection with their customers to the point where they are fans of their brand rather than seeing themselves as customers.
The 10 NEW ROIS: GUARANTEE SUSTAINABLE COMMERCIAL SUCCESS
In this engaging presentation, Martin challenges the conventional ROI model and introduces ten fresh metrics that truly matter to consumers and foster lasting value for businesses. Align with customer values, build trust, and embrace social responsibility to guarantee commercial success. Uncover practical strategies and real-life examples from successful brands as Martin delves into each of the 10 New ROIs. Learn how to reshape your business mindset and practices, from personalised customer engagement to leveraging actionable insights for performance improvement. Join Martin in reimagining success with customer-centric models that drive loyalty and growth and sustainable growth.
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Culture Eats Strategy for Breakfast:
Winning The Hearts and minds of both colleagues and customers
You can have the best-looking strategy on paper, but if you have a poor culture, it won’t be worth the paper it’s written on. Martin will bring practical examples of businesses with great cultures to help you plan how to improve yours’, so that you drive engagement with both your employees and your customers and build a more sustainably successful business.
The New Retail playbook:
Getting Ready for The Next Phase of Digital Evolution and The Metaverse
We all want to know what’s coming next. Martin has a track record of predicting what’s coming down the line and how we should be planning for it now. Bringing a realistic view of how consumers will adopt digital, omnichannel, the metaverse and more to help you plan your roadmap for transforming your business to meet customer needs now and in the future.
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Measuring What Really Matters:
Turning data into actionable insight and Customers into Fans
Almost all the KPIs we measure tell us nothing about how to improve our business. They are outputs and measures, not inputs, that drive actionable insight. Conversion rates, average order values, units per transaction, dwell time, abandonment rates, unique visitors, returning visitors, returns rates and so on. These are the ‘how’, not the ‘why’. Martin will bring insight of all the inputs and ways to capture the insight that can help to transform your businesses. From NPS and CSAT to the voice of the customer and the voice of our colleagues, demonstrating how the most successful brands and paying attention to the insight that really matters.
why BOOK martin?
Knowledgeable
Martin brings his wealth of KNOWLEDGE to life. Drawing on his 40 years of experience working with consumer-facing brands.
Educational
Martin EDUCATES his audience with real-life examples, facts and frameworks so that the audience leaves with practical ways to start implementing what they have learnt.
ACTIONABLE INSIGHT
In a rapidly changing market, Martin has his finger on the pulse of consumers' behaviours, wants and needs offering up-to-date ACTIONABLE INSIGHT.
delivers
Martin’s DELIVERS time and time again. Martin’s client list includes major corporations, CEOs, conferences, leading brands and associations from around the globe, regularly receiving five stars and top speaker.
INSPIRing and EMPOWERing
Martin INSPIRES and EMPOWERS his audience to create positive change for their consumers, employees and the environment.
ENGAGing
Martin will ENGAGE with your audience at all levels. Customer Centricity affects every part of your business, from the CEO to frontline staff.
HUMORous and STRATEGic
Martin brings the perfect blend of HUMOUR and STRATEGY. Your audience will be captivated and entertained.
EXPERTise
Martin is an EXPERT in customer experience and customer centricity. The author of two best-selling books, creator of the Mini MBA in Customer Centricity and TOP 50 Retail Influencer, you will be in good hands.
BUSINESS experience
Martin has scaled and sold a successful global BUSINESS and draws on his wealth of experience building and scaling a consumer focussed business.
DIVERSE
Martin’s content is DIVERSE, rooted in retail but RELEVANT to all consumers facing businesses and B2B.
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upcoming events
Customer Centricity Masterclass
Join this insightful masterclass and learn the key building blocks that define what being a customer-centric business really means.
Strathclyde Business School
A two day in person Customer Centricity course in Glasgow with Martin and Professor Spiros Gounaris. New dates released soon.
MBA in a Day
Martin hosts his MBA in Day for YPO Scotland on 7th March. A strategic workshop for business leaders.
Retail Fest
Martin is back at Retail Fest for a keynote at their US conference on January 24-26 at Manchester Grand Hyatt, San Diego.
book martin now
Complete our contact form with your enquiry details, including the type of event, potential dates and audience, and we will get back to you to discuss more details.