Managing Director, The Customer Lab
Leveraging over 25 years of driving transformation inside loyalty-leading companies like Intuit, Capital One, Citigroup, and Humana, Mike Kendall (@DelightApostle) brings expert Customer Experience, Design, & Innovation methods, mindsets, and knowledge to organizations around the world. As Managing Director of The Customer Lab (@TheCXLab), Mike partners with executives and their teams to build industry-leading outcomes through Customer-Centered Design, Delivery and Culture. In addition to founding The Customer Lab, Mike served as Director of Customer Experience at Capital One. He co-founded Humana’s award-winning FastStart Lean Experience Innovation Lab, led Customer Experience at Intuit, and held several global customer and operations leadership roles at Citigroup. He is a Senior Impact Coach with Moves The Needle, is Net Promoter Certified, a Lean Six Sigma Master Black Belt, served as a Senior Examiner for the U.S. Baldrige National Performance Excellence Program, was one of Intuit’s early Innovation Catalysts, and is an instructor for Southern Methodist University’s Continuing Education Program. Mike is also an accomplished musician, teaching and performing drumming and percussion worldwide. Mike lives in the Dallas, Texas area with his wife and enjoys international travel, cycling, and good food.