Mike Kendall is a recognized global customer experience, design, and innovation expert, coach, author, and speaker. He led world-class customer loyalty, innovation, engagement, and growth transformation in several industries including financial services, tech, and healthcare. In addition to launching The Customer Lab, Mike served as Director of Customer Experience at Capital One where he helped reimagine banking to deliver awesome customer experiences. He co-founded Humana’s award-winning FastStart Lean CX Innovation Lab, led Customer Experience at Intuit, and held several global customer and operations leadership roles at Citigroup.
Mike’s credentials include Net Promoter Certification, Lean Six Sigma Master Black Belt, Intuit Innovation Catalyst, Baldrige National Performance Excellence Examiner Board, Adjunct Instructor at Southern Methodist University and Senior Impact Coach and Customer Experience Lead for Moves the Needle. Mike is Managing Director of The Customer Lab, a bespoke consultancy on mission to help organizations thrive through customer-centered design, innovation, delivery, and culture. Mike is also a musician, teaching and performing drumming and percussion worldwide. Mike lives in the Dallas area with his wife and enjoys international travel, cycling, and good food.
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