Contributors

All of our contributors have been hand-picked for their detailed knowledge and expertise in their field. Each contributor will bring their insight and industry understanding and experience to our one and two day training workshops. Don't miss this unrivalled opportunity to hear from industry leaders. For more information about any of the individuals who chair, speak or train at our occupational development courses, please click on their names or images to reveal more information. We ensure that each of our open-access training courses have excellent networking opportunities and are highly interactive. Please note that our trainers are available for in-house training as well as open-access workshops.

David Riley

A career long customer service professional, with specialisms in customer experience, customer insight, complaints, contact centres, cultural transformation programmes, mergers, divestments, remediation programmes and operations management.

David earned his stripes in retail banking before the banking crash opened up opportunities to work in a variety of different banks. He then took the plunge and moved sectors to housing; gaining valuable insight into customer behaviour where often consumers find themselves without a choice of landlord.

David is pragmatic, likes to simplify situations and find solutions to often complex customer issues. An advocate for embracing technology and innovation in the workplace, whilst recognising that customers should always have a choice as to how they access a service.

Currently self employed as a customer experience consultant in a large housing association, David lives in Cambridgeshire and in his spare time undertakes charitable work and increasingly acts as “Dad’s taxi” to his two teenage daughters!