Mike Kendall (@DelightApostle) is a global customer experience, design, and innovation leader as well as business coach and speaker. He has created world-class customer loyalty, innovation, engagement, and growth in several industries including finance, tech, and healthcare. In addition to founding 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. He was one of the early pioneer Innovation Catalysts at Intuit. The Intuit Design4Delight program incorporated many of the Stanford d:school methods and tools and was spotlighted by the Harvard Business Review. 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.