Martin Newman

Consumer Champion

The Customer First Group

Martin is one of the World’s foremost authorities on customer centricity and customer experience.

He is a Consumer Champion and appears regularly on the BBC, on Sky, and Channel 5 to discuss various consumer issues.

He previously headed up multichannel operations of some of the world’s leading brands including Burberry, Intersport, Pentland Brands (Speedo, Berghaus), Harrods and Ted Baker and authored the bestselling books 100 Practical Ways to Improve Customer Experience, and The Power of Customer Experience.

Speaking in:

Monday

January 13

11:00 am–11:30 am

Expo, Level 1, Expo Stage 1

Transition trajectory: How retail innovator Knix is conquering the in-store experience

Retailers know that moving customers from DTC to an in-store experience needs to make good on the brand promise and feel personalized, seamless and unforgettable no matter where the purchase takes place - and this hinges on removing roadblocks, creating the right environment and enabling staff. Specialty retailer Knix has taken a decade of innovation, and, with a rapidly growing brick-and-mortar… Read more

Monday

January 13

3:15 pm–3:45 pm

Expo, Level 1, Expo Stage 1

Tackling customer incivility: 3 approaches to support and empower your frontline associates

Rising customer incivility is a leading stressor for frontline workers, contributing to burnout and high turnover. With over half of managers and a third of employees calling for improved conflict support, this session provides actionable insights to help retailers address this growing issue. Through real-world examples from top brands, attendees will learn practical approaches to better support… Read more