Known at the Consumer Champion and founder of Customer Service Action, and The Customer First Group, Martin is a force for positive change for both consumers and brands.
Martin has been working in the consumer-facing sector for 38 years, founding and chairing e-commerce consultancy Practicology, and heading up multichannel operations for brands such as Burberry, Ted Baker and Harrods. Martin is known globally as a champion of customer experience, and being at the heart of end-to-end customer-centric transformation in the industry.
Martin regularly appears on BBC, Sky News, Channel 5 and other media outlets to talk about consumer behaviour, customer service and related business issues across retail, consumer goods, hospitality and other consumer sectors.
A passionate speaker, presenter, and author of the award-nominated 100 Practical Ways to Improve Customer Experience, and The Power of Customer Experience, Martin offers practical and humorous advice on the challenges facing modern customer-facing businesses and how they need to transform their end-to-end customer experience in the face of a changing market.