The Customer Experience Champion

Martin Newman

As the Consumer Champion and founder of and , Martin is a force for positive change for both consumers and brands.

He is a constant advocate for consumer rights as well as keeping diversity, social responsibility and employee engagement top of the agenda in his media appearances and through all of the content he produces including on his TV channel on YouTube and his Customer Centricity Podcast which can be found on Spotify and Apple respectively.

He appears regularly on BBC TV and Radio, on Sky, ITV, Channel 5 and a host of other media channels such as LBC, The Times and FT to discuss various consumer issues relating to the retail, travel, casual dining, automotive and financial services sectors.

Martin has leveraged his 37 years of experience working in consumer sectors heading up the multichannel operations of some of the world’s leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker to author the bestselling book 100 Practical Ways to Improve Customer Experience, which was shortlisted for the Business Book of the Year Awards. His new book, The Power of Customer Experience is published on the 3rd May 2021.

A successful entrepreneur, following his career in the consumer sector, Martin founded and scaled a global ecommerce and digital consultancy Practicology to 100 people with offices across the UK, EU, Middle East and Asia, and subsequently sold in 2018 to the US company, Pattern. Martin has since set up The Customer First Group and new consumer facing website Customer Service Action.

Martin delivers keynote presentations and chairs many leading industry events around the World. This has included sharing the stage with Sir Tim Berners-Lee, inventor of the World Wide Web, to discuss the future of the Internet and its implications for retailers.

Amongst Martin’s many accolades, he has featured in various industry leader lists including Retail Week’s top 50 eTail Power List for five years in a row. He has also been named in the Retail Insiders top 100 Retail Movers & Shakers list for a number of years consecutively as well as the British Vogue Online Fashion 100.

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.

He is a Non-Executive Chairman of the Scout Store, Chairman of the advisory board for Mayborn Group, is a board advisor to Clearpay, and is a Trustee of In Kind Direct and a member of the prestigious KPMG IPSOS Retail Think Tank.