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Martin Newman speaker

Martin Newman

Renowned authority in Customer Centricity and Customer Experience

Martin is one of the world’s leading authorities on customer centricity and a force for positive change for consumers and brands.

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What Martin Newman's clients say

Here is some of the feedback from audiences and clients who have worked with Martin.
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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 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 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’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

"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 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 and his thought leadership in this area will undoubtedly pave the way for companies and retailers to truly understand ‘how’ to be Customer First and sustain their long term business profitability."

Nadine Neatrour, 
eCommerce Director, 
Revolution Beauty

"Martin was booked to speak about how brands can better understand consumer behaviour at our national conference but the Coronavirus lockdown meant we pivoted to an online Virtual Summit instead. Whilst some people struggle to have an impact on screen, Martin's keynote presentation was fun, engaging and incredibly thought-provoking. Our audience valued his real, practical advice backed by hot-off-the-press research and data. At a time when businesses need to truly wow their customers, I would recommend Martin to speak at any event – either live or online."

Amalia Brightley-Gillott, 
Managing Director, 
Family Business Place

"Martin joined our client management conference as keynote speaker on customer centricity. His focus on purpose, inclusivity and return on involvement brought a totally different perspective to our focus on key corporate clients."

Jeremy Metson, 
Partner, Head of Business Development, 
Knight Frank

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Martin’s speaking themes

Languages: 

  • English
Click the button below to check Martin’s fees and availability for your event.
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How would Martin Newman deliver their presentation at your event?
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Martin Newman's 2024 biography

Meet Martin Newman

Martin Newman, known as the Consumer Champion, is a globally renowned authority in the fields of Customer Centricity and Customer Experience. With a career spanning four decades in the consumer-facing sector, Martin is leading positive change for both consumers and brands.

As the Founder of The Customer First Group and Customer Service Action, Martin has played a pivotal role in shaping the customer-focused landscape. Throughout his career, Martin has revolutionised multichannel operations for brands like Burberry, Ted Baker, Intersport, and Harrods and scaled and sold global e-commerce agency Practicology.

Martin’s profound knowledge and insights have led him to become an acclaimed author. He has penned two influential books, “100 Practical Ways to Improve Customer Experience” and “The Power of Customer Experience”, offering invaluable guidance to businesses striving to enhance their customer-centric strategies.

His extensive experience has made Martin a trusted board advisor and member for esteemed brands such as The Scout Store, The Mayborn Group, In Kind Direct, Wiggle, White Stuff, Afterpay and Marketplacer. Through his collaboration with the Oxford Professional Education Group, Martin educates and empowers businesses worldwide with his online Mini MBA in Customer Centricity. Additionally, he conducts bespoke workshops and strategy days and offers an in-house MBA in a day.

Martin’s reputation as a captivating speaker in the realms of customer experience and customer centricity is unmatched. He has graced the stages of prestigious global events, captivating audiences with his insightful keynotes and strategic sessions. Renowned brands such as Toyota, Haelon, Specavers, Pandora, Adobe, Meta, and many others have sought Martin’s expertise to inspire and guide their own customer-centric journeys.

In summary, Martin Newman, The Consumer Champion, is a transformative force, leading positive change in the realms of Customer Centricity and Customer Experience. With his wealth of experience, influential books, advisory roles, educational programs, and captivating speaking engagements, Martin continues to shape the landscape of customer-centric practices for brands and businesses around the world.

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Martin Newman's 2024 talks & topics

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.

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.

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.

Martin Newman's 2024 speaking fees

Martin travels from:
  • United Kingdom

Specific fees fall within the ranges shown. These are presented as a guide only and are subject to change without notice.

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Check availability

Check Martin Newman's availability for your event

Complete the form below to check Martin Newman's availability. If you prefer, you can also send an email directly to our head office.

How would Martin Newman deliver their presentation at your event?
Please provide details of your budget for Martin Newman's speaking fee, including currency.