Martin Newman

Martin Newman is one of the world’s foremost experts on customer centricity and consumer experience, with a mission to create better outcomes for customers and the brands that serve them. Widely known as the “Consumer Champion”, Martin is a trusted voice across global media, appearing regularly on BBC, Sky, ITV, Channel 5, and LBC, as well as in The Times and Financial Times, where he shares insights on retail, travel, finance, dining, and more.

With over four decades in the consumer-facing sector, Martin has led multichannel operations for some of the world’s most iconic brands including Burberry, Harrods, Intersport, Pentland Brands (Speedo, Berghaus), and Ted Baker. His leadership has shaped transformative customer strategies, making him a sought-after board advisor to organisations such as Afterpay, Neve Jewels Group, and Marketplacer, and a Non-Executive Chairman of Scout Store. Martin can also be seen serving as a Trustee for the charity In Kind Direct.

Martin is the founder of ‘The Customer First Group’ and ‘Customer Service Action’, initiatives that reflect his passionate commitment to consumer advocacy and business transformation. He’s the author of two bestselling books, ‘The Power of Customer Experience’ and ‘100 Practical Ways to Improve Customer Experience’, and is the creator of the popular ‘Mini MBA in Customer Centricity’, delivered through the Oxford College of Marketing and the Oxford College of Leadership and Management. He also lectures at Strathclyde Business School, helping the next generation of leaders understand the commercial value of putting customers first.

Combining industry insight with real-world experience, Martin’s talks are practical, inspiring, and infused with his signature passion for creating customer-first cultures that drive long-term growth.