The CXA appoints Martin Newman as Chair to Lead Industry Transformation
The Customer Xperience Alliance (CXA) is thrilled to announce the appointment of Martin Newman, globally recognised consumer champion and CX authority, as Chair of the organisation for the next two years.
With over 40 years of experience driving growth for some of the world’s best-loved consumer brands—including Burberry, Harrods, Intersport, Toyota, The Tate, Carnival Cruises, Sofology and more —Martin brings significant expertise at the intersection of customer experience, business strategy, and commercial performance.
A best-selling author and leading advocate for customer-centricity, Martin has advised global brands across retail, hospitality, automotive, and financial services, helping them embed customer-first thinking to drive loyalty, trust, and sustainable growth. His books—The Power of Customer Experience and 100 Practical Ways to Improve Customer Experience—are essential reading for any business serious about putting customers at the heart of what they do.
As Chair of the CXA, Martin will play a key role in evolving the organisation into a true industry association—championing best practice, shaping the future of CX leadership, and building a collaborative community of customer-obsessed brands, practitioners, and partners.
“Customer experience is no longer a nice-to-have. It’s the difference between relevance and decline. I’m excited to lead the CXA as we take bold steps to support businesses, upskill teams, and drive a new standard for customer experience globally,” said Martin Newman.
In addition to his new role at the CXA, Martin serves as Non-Executive Chairman of The Scout Store, is a board advisor to Neve Jewels Group, Clearpay, is a Trustee of In Kind Direct and this year is a judge for the prestigious People in Retail Awards (PiRA).
He delivers a Mini MBA in Customer Centricity in partnership with the Oxford College of Marketing and is a visiting lecturer at Strathclyde Business School.
Join Us at the CXA Conference – 10 June, London
Martin will also chair the CXA Conference on 10 June at the Congress Centre, Russell Street, London. The event will bring together leaders and changemakers to explore how organisations can win through customer experience. Register now for free at https://cxalliance.org/events/annualconference2025/
Watch This Space
With Martin at the helm, the CXA is entering an exciting new chapter as we evolve into the industry body for customer experience professionals and brands. Expect fresh insight, bold thinking, and new ways to connect, collaborate and lead the future of customer experience.
