Martin Newman is the founder of The Customer First Group. He has over 35 years’ retail experience working with brands including Ted Baker and Burberry. His latest book, ‘100 Practical Ways To Improve Customer Experience’, provides marketing strategies for every step of the retail journey. In this in-depth conversation, Martin argues why scaremongering over the death of the high street is “nonsense”, describes how providing a convenient and personalised experience allows companies such as Uber and Deliveroo to be disruptive, and explains how businesses can differentiate themselves by implementing a “can do” culture.