Mike Kendall (@delightapostle) is a globally recognized Customer Experience, Innovation, and Design leader, coach, and speaker achieving success creating world-class customer loyalty, innovation, engagement, and business growth. As Director of Customer Experience at Capital One, Mike helped reimagined banking to deliver awesome customer experiences. He led Customer Experience at Intuit, is a co-founder of Humana’s award-winning FastStart Lean CX Innovation Lab, and was a global leader at Citigroup. Mike is Managing Director of The Customer Lab, a company on mission to help organizations create value through customer-centered design, innovation, delivery, and culture. Mike is also a talented musician, teaching and performing drumming and percussion in, Brazil, Israel, Russia and the U.S. Mike lives in the Dallas area with his wife and enjoys international travel, cycling, and good food.