Keith Kmett
Keith Kmett
Keith Kmett is Principal CX Advisor at Medallia. In his career spanning 20+ years, Keith has developed customer experience strategies for financial services, automotive, insurance, travel, healthcare, and manufacturing. A number of his experiences include managing and building customer experience and value-driven programs in the US and Latin America. Research and insights into customers, journey mapping, and CX measurement are Keith's areas of expertise. Based on his CX/UX background, he develops customer and employee solutions that lead to relevant business results.
Navigating crisis using real-time customer feedback
In the wake of recent large-scale IT outages, including those affecting CrowdStrike, the importance of maintaining active customer feedback programs during crises has become...
What Global Brands Get Wrong About the Customer Experience
There’s a universal truth the world over — bad experiences turn customers away. But the rate of churn after a disappointing encounter isn’t equal...