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.
- Professor Anthony Ryan OBEUniversity of Sheffield
Professor Tony Ryan OBE is The Professor of Physical Chemistry at the University of Sheffield and the founding Director of...
- Claire GroveDirector of Customer Advocacy Strategy | ServiceNow
A customer advocacy professional with over 20 years’ experience in this field.
- Cristina MelluzziGlobal Head of Customer Advocacy | Cisco
Cristina joined Cisco 5 years ago to lead Customer Advocacy in EMEAR. She began her career at Hewlett Packard and...
- Amelia MansellDirector of Customer Experience | Virgin Media
Strategic thinker focused on putting customers at the heart of Virgin Media and serving them better in a digital world...
- Claire SportonFounder | Sporton Consulting
Throughout her career, Claire has focused on driving customer-led growth by inspiring change and ensuring a tangible link to...
- Richard OwenFounder | OCX Cognition
Richard Owen has a singular professional focus: Delivering financial value through CX. He co-founded OCX Cognition to combine technology...
- Rav DhaliwalInvestor | Crane Ventures
Investor and former software executive, with particular experience building & leading startups and business units that drive net revenue retention...
- Peter SadlerDirector of Customer and Product Marketing | Advanced Software
An experienced marketing and business leader with a strong track record in delivering tangible success. I combine the exploitation of...
- Maarten PietersHead of Co-creation & People Insight | Signify
Signify, formerly PHILIPS Lighting, is a world leader in lighting for professionals, consumers and lighting for the Internet of Things...
- Daniel BausorFounder & Co-Author of The Customer Catalyst
I have over 25 years' experience as a strategic B2B and B2C customer champion, both in-house and as...