David Duncan joined the consulting team at David Dixon Associates in January 2009 and has been Head of Customer Experience at London's Barbican Centre since 2006. He has worked in the areas of ticketing, customer experience and customer service technology since 1998.

David designed, implemented and oversees the continual development of the ‘Barbican Experience” programme across the organisation. Prior to this David led the Barbican’s ticketing services department  improving the customer experience and increasing revenue, winning the London Tourist Board and National Customer Service Awards for outstanding service.  David pioneered the use of yield management techniques within the Arts, an initiative that has considerably increased income. David is regularly asked to speak on this subject across Europe.

David was responsible for the implementation of the barbican’s ticketing system and developed the online ticketing journey for the barbican’s leading website.

David’s strategy is to maximise income generation and customer satisfaction through ensuring every interaction, operation and the customer environment is designed with a customer focus to provide a long-term source of competitive advantage.

Areas of expertise include ticketing sales and operations, Customer Experience, Venue Operations, Licensing, Access and Public Safety.