The Customer Lab helps companies around the globe achieve growth by becoming more customer-centric. Organizations in virtually every industry are facing historic change from new technologies, competition, and increasing customer demands. New tools, mindsets, 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.

The Customer Lab has a unique set of capabilities to help your organization create and sustain value. We are passionate about helping leaders and teams learn to design and deliver amazing products and customer experiences. Our top-notch talent brings you high-impact, customized solutions based on the leading-edge of customer experience, innovation, and culture transformation practices. We look forward to discussing how we can partner with you to build and accelerate your organization's customer experience, design, innovation, culture, and delivery capabilities. 

Mike Kendall Founder and Managing Director The Customer Lab

Mike Kendall
Founder and Managing Director
The Customer Lab


The Customer Lab partners with Moves The Needle and is a Certified Medallia CX Advisory Partner


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.