David has been pioneering customer experience innovation in commercial real estate for 18 years, working with leading UK investors including M&G, Royal London, Hammerson and The Crown Estate to transform how properties engage with their occupiers and visitors. As co-founder of the customer experience division within Bewonder* (JLL’s internal creative consultancy), David specialises in developing insight-led CX strategies and implementing customer-centric operating models across retail, mixed-use, office and hospitality sectors. His passion lies in placing people at the heart of strategic solutions, using customer journey mapping, voice of customer insights, and experience audits to create environments that genuinely serve user needs while delivering strong returns for investors and stakeholders.