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 Jan 13th
11:00am - 11:30am
Expo, Level 1, Expo Stage 1
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 presence, empowered its store teams with just-in-time tech and tools needed to build confidence, product knowledge and customer loyalty. Join this session to hear tips and tricks for navigating the evolving retail landscape and building a brand that customers love.
Monday Jan 13th
3:15pm - 3:45pm
Expo, Level 1, Expo Stage 1
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 associates in safely and confidently handling difficult customer situations.
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