Martin Newman

The Customer Experience Champion

Martin is a customer experience champion with extensive knowledge of the European, US and Asia Pacific markets, and the author of the bestselling book 100 Practical Ways to Improve Customer Experience, which was shortlisted for the Business Book of the Year Awards.

During Martin’s 35 years in consumer sectors, he headed up the multichannel operations of some of the world’s leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker. He then founded global ecommerce and digital consultancy Practicology, which he successfully built across the UK, EU, Middle East and Asia, and subsequently sold in 2018. He has since started a new venture The Customer First Group.

Martin has spoken at many high-level events, sharing the stage with the likes of Sir Tim Berners-Lee, inventor of the World Wide Web, to discuss the future of retail. 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 has judged numerous industry awards such as the World Retail Awards, the Customer Experience awards, the Retail Insider awards, the PayPal eTail Awards and the Online Retail Awards of Australia.

He is a Non-Executive Director, Chairman and Board Advisor working with the Boards of consumer-facing businesses on their key strategic questions and challenges, he is a Trustee of In Kind Direct and is a member of the prestigious KPMG IPSOS Retail Think Tank.