Mike Kendall (@delightapostle) is a globally recognized customer experience, design, and innovation leader, coach, author and speaker. Leveraging over 25 years of driving transformation inside loyalty-leading companies, he now helps senior leaders and their teams create outstanding outcomes through expert Customer Experience, Design, & Innovation methods, mindsets, and knowledge as Managing Director of The Customer Lab and Senior Impact Coach with Moves the Needle. Mike co-founded Humana’s award-winning FastStart Lean CX Innovation Lab, Led Customer Experience at Intuit where he was one of the early Innovation Catalysts, was Director of Customer Experience at Capital One, and held several global customer and ops leadership roles at Citigroup. He is also a talented musician, teaching and performing drumming and percussion around the world. Mike lives in Dallas with his wife and enjoys international travel, cycling, and good food.