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    Martin Newman - Speaker - By Promotivate Speaker Agency

    Martin Newman

    Conference Speaker Martin Newman - By Promotivate Speaker Agency

    Martin Newman

    Discover proven customer experience strategies from a globally recognised UK authority. Learn how to elevate your CX, master customer-centricity, and drive lasting business success.


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    England

    Europe

    United Kingdom

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      Martin Newman

      The Consumer Champion: Architecting World-Class Omnichannel and Customer-Centric Strategies

      Core Intelligence Domain: Customer Experience & Retail
      Location: London, United Kingdom | Languages: English
      Representation: Represented globally by PSpeakers Global Intelligence

      Martin Newman is globally recognised as one of the foremost authorities on customer-centricity, omnichannel retailing, and digital transformation. As the founder of The Customer First Group and Customer Service Action, he empowers C-suite leaders and global brands to pivot from product-led to genuinely customer-led operational models. Leveraging a proprietary strategic framework forged through decades of senior leadership, he provides unparalleled foresight into the rapidly evolving consumer landscape, ensuring organisations remain agile, relevant, and highly profitable in a disruptive era.

      Pioneering Leadership in Global Retail

      Over a distinguished career spanning nearly four decades, Martin has directed the multichannel and e-commerce operations for some of the world’s most iconic brands. His executive tenure includes serving as Head of Multichannel Operations and driving digital commercial strategies at Burberry, Harrods, Ted Baker, Intersport, and Pentland Brands (encompassing Speedo, Berghaus, and Boxfresh). He has successfully navigated the complexities of international markets, guiding legacy retail giants through comprehensive digital overhauls.

      Beyond his corporate leadership, Martin is an esteemed board-level advisor, non-executive director, and author. His critically acclaimed books, including 100 Practical Ways to Improve Customer Experience and The Power of Customer Experience, serve as definitive guides for commercial leaders seeking to optimise touchpoints across physical and digital environments. He actively campaigns for consumer rights through his platform Customer Service Action, bridging the critical gap between operational boardroom decisions and frontline customer realities.

      Strategic Speaking Themes & Masterclasses

      Martin delivers high-impact, actionable intelligence tailored to board directors, senior leadership teams, and retail professionals. His keynote presentations and advisory sessions cover:

      • The Omnichannel Revolution: Seamlessly integrating physical stores, digital commerce, and customer service to create a unified, frictionless brand ecosystem.
      • Customer-Centric Transformation: Transitioning organisational culture, KPIs, and daily processes to place the consumer at the heart of every commercial decision.
      • The Future of Retail and Consumer Behaviour: Anticipating macro-shifts in buyer expectations, digital innovation, and market disruption across global landscapes.
      • Diversity, Equity, and Inclusion in CX: Designing inclusive customer journeys that cater to a diverse demographic, fostering long-term loyalty and community trust.
      • The ROI of Customer Experience: Demonstrating the direct, measurable correlation between exceptional customer service, commercial growth, and robust profit margins.

      Key Takeaways

      • Proprietary Frameworks: Gain exclusive access to Martin’s battle-tested methodologies for implementing authentic, enterprise-wide customer-first operations.
      • Actionable Insights: Learn how to systematically dismantle operational silos to build cohesive, high-performing omnichannel architectures.
      • Commercial Impact: Understand the vital metrics that link elevated customer satisfaction directly to sustained revenue growth, lifetime value, and brand equity.
      • Strategic Foresight: Equip leadership teams with the agility and vision required to navigate the future of retail, outpace competitors, and adapt to evolving global consumer demands.
      A PSpeakers Global Intelligence Briefing
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      • “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 Newman “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.”
        5 / 5

      • Martin joined our management team last week 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 and Managing Director, Kathmandu

        • Martin Newman Martin joined our management team last week 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.”
        5 / 5

      • “Martin was the opening keynote speaker at Metapack’s annual Delivery Conference, TDC Global 2020. He delivered a great presentation on the roadmap to customer centricity, focussing the audience on a key theme for the day – the importance of putting consumers’ expectations and experience front and centre of their business’s strategy to drive customer engagement . His passion for the subject and energy on stage saw him rate as one of the top speakers of the day.”

        Joanna McDonough, Event Director, Metapack

        • Martin Newman “Martin was the opening keynote speaker at Metapack’s annual Delivery Conference, TDC Global 2020. He delivered a great presentation on the roadmap to customer centricity, focussing the audience on a key theme for the day – the importance of putting consumers’ expectations and experience front and centre of their business’s strategy to drive customer engagement . His passion for the subject and energy on stage saw him rate as one of the top speakers of the day.”
        5 / 5

      • “Martin’s knowledge and experience in the retail space makes him a thought leader. His business knowledge and professional delivery style made the event a winner.”

        Mark Fenton, Itau

        • Martin Newman “Martin’s knowledge and experience in the retail space makes him a thought leader. His business knowledge and professional delivery style made the event a winner.”
        5 / 5

      • "The first word that comes to mind when I think of Martin – Inspirational! He is a leader who personifies customer centricity and is able to articulate it in practical, common sense ways that very few people are able to, yet everyone who interacts with him can easily digest. A leader who is able to engineer the most complex business plans through putting the customer right into the centre of them and help organisations build a customer first culture and business models. If you are looking to build a sustainable business that is future proof ready, designed for the customer of today and tomorrow, Martin is unquestionably the man you want with you every step of the way!"

        Rizwan Rajpoot, Managing Director, Digital Retailing, Al-Futtaim

        • Martin Newman "The first word that comes to mind when I think of Martin – Inspirational! He is a leader who personifies customer centricity and is able to articulate it in practical, common sense ways that very few people are able to, yet everyone who interacts with him can easily digest. A leader who is able to engineer the most complex business plans through putting the customer right into the centre of them and help organisations build a customer first culture and business models. If you are looking to build a sustainable business that is future proof ready, designed for the customer of today and tomorrow, Martin is unquestionably the man you want with you every step of the way!"
        5 / 5