A WORD FROM MIKE...

I launched The Customer Lab to help companies of all types and sizes around the globe as they face historic change from new technologies, competition, and increasing customer demands. New tools and ways of working like Design Thinking, Lean Innovation, End-to-End Experience Design, Rapid Prototyping, and Customer Co-Creation, are accelerating the pace of change while reducing lead times, development cost, and exponentially increasing the odds of delivering the right solution for customers quickly.

I have led substantial customer-driven change in several industries including at a premier Silicon Valley software company, a large Healthcare firm, in the Financial Services industry, and with smaller startups. My passion is helping leaders and teams learn to not only design great products and experiences, but to also construct a path to sustainably delivering these experiences so that customers gain the benefit of your vision. I would welcome the opportunity to discuss how we might partner to build and accelerate your organization's customer-centered design, innovation, and delivery capabilities and the culture and structures needed to sustain your competitive advantage.

  Mike Kendall Managing Director The Customer Lab   Mike Kendall is a global customer experience, design, and innovation leader as well as 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 ops leadership roles at Citigroup. 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.

Mike Kendall
Managing Director
The Customer Lab

Mike Kendall is a global customer experience, design, and innovation leader as well as 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 ops leadership roles at Citigroup. 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.