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Keith Kmett
Works at Principal Financial Group
Attended Iowa State University
Lives in Santiago, Chile
967 followers|498,191 views
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Keith Kmett

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It’s not about performing, in either sense of the word.
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Keith Kmett

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Do happy staff make for happy customers or do increasingly demanding customers result in a stressful work environment? Complexity is both a giver and a taker. It gives us the Internet and smartphones. It takes our time and annoys us. What we really want is complexity working in the ...
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Keith Kmett

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I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them! Some argue that Customer Experience has existed in the world of business for years and years. However, in the interactions I have ...
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Automotive UX does not have the best reputation. Sure, there have been some wins, and carmakers like Tesla have put interface design front-and-center, but curious problems persist. We've got another bout of quizzical automotive interfacing for you courtesy of Deborah Sommers.
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Customer experience surveys are important to help accelerate your business.
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Have him in circles
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Keith Kmett

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Customer experience is 10% technology and 90% culture. During the summer I had the pleasure of hearing Matt Haughey speak at An Event Apart. Matt is a real pioneer in the web industry. He is currently working on customer experience with Slack, a company that is revolutionizing the digital ...
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A new study calls into question a lot of old studies.
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A couple months ago we kicked off our website redesign by taking a deep dive into our customer personas. We started this work last year and had some fairly defined personas in place, but a good marke…
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There’s economic reward to be gained by devising pricing and payment strategies that confuse the hapless consumer into handing over more money. But what about the brand impact?
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People
Have him in circles
967 people
Campus Town Apartments's profile photo
Sami John's profile photo
Jennifer Ross's profile photo
Danielle Rogers's profile photo
Emigdio “Funy Videos” Sanchez's profile photo
Suzanne Hull's profile photo
Penelope Barrington's profile photo
Blaine Grady's profile photo
Tony King's profile photo
Work
Occupation
Customer Experience Assistant Director - Latin America
Skills
Customer experience, user experience, user research, design, HTML, CSS, Axure, Photoshop
Employment
  • Principal Financial Group
    Customer Experience Assistant Director - Latin America, 2014 - present
    Responsible for supporting growth in Latin America by developing technology platforms and strategies that reinforce a consistent customer experience. With a strong focus on encouraging asset retention, increased sales and customer profitability, as well as implementing best practices. Working with business and project teams in: • Santiago, Chile • Monterrey, México • São Paulo, Brazil
  • Principal Financial Group
    Senior UI/UX Designer, 2011 - 2014
    Digital customer experience professional with 15 years of experience in delivering valuable strategies, campaigns and designs to businesses. Proven success through managing project teams and business/client expectations to meet deadlines, budgets and customer needs.
  • Two Rivers Marketing
    User Experience Designer/Strategist, 2000 - 2011
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Santiago, Chile
Previously
Ankeny, IA - Ames, IA - Guayaquil, Ecuador - Council Bluffs, IA - Honolulu, HI
Links
Story
Tagline
Exploring customer journeys across countries, cultures and businesses.
Introduction
Sharing information about user experience #UX, information architecture #IA, search engine optimization #SEO, accessibility and content strategy.
Bragging rights
Certified Usability Analyst (CUA)
Collections Keith is following
Education
  • Iowa State University
    Journalism, 2000
  • Iowa State University
    Spanish, 2000
Basic Information
Gender
Male
Relationship
Married
Keith Kmett's +1's are the things they like, agree with, or want to recommend.
Unify organizational silos to maximize value | Gerry McGovern
www.gerrymcgovern.com

Silo-based organizational models are for a much simpler world. They become a hindrance in the complex world we live in. “There's no coordina

What customer experience excellence looks like | Gerry McGovern
www.gerrymcgovern.com

Customer experience is 10% technology and 90% culture. During the summer I had the pleasure of hearing Matt Haughey speak at An Event Apart.

Digital transformation will not provide competitive advantage | Gerry Mc...
www.gerrymcgovern.com

“Only 5% of organizations feel that digital gives them a point of differentiation over their competitors,” according to an Accenture study p

Free Round PowerPoint Diagram - Free PowerPoint Templates - SlideHunter.com
slidehunter.com

Free Round PowerPoint Diagram is a free PPT template with a nice rounded diagram that you can free download and use in your Microsoft PowerP

Customer satisfaction is not a good indicator of customer behavior | Ger...
www.gerrymcgovern.com

For years we've noticed a huge disparity between customer satisfaction figures and task completion rates. We gave a participant 10 tasks to

Digital design gives control to the customer | Gerry McGovern
www.gerrymcgovern.com

Historically, designers have been used to controlling the design because the design was physical and fixed. Web design is fluid, flexible an

Dictatorship of the customer and the paradox of complexity | Gerry McGovern
www.gerrymcgovern.com

Do happy staff make for happy customers or do increasingly demanding customers result in a stressful work environment? Complexity is both a

Design minimally viable interactions | Gerry McGovern
www.gerrymcgovern.com

The most elegant interaction is so minimal it is almost invisible. I heard Derek Featherstone give a very insightful presentation at An Even

The digital designer’s role | Gerry McGovern
www.gerrymcgovern.com

Most organizations don't trust people who think. They prefer people who do what they're told. But a digital vision has never been more impor

The Next Big Thing: Responsive Icons
designmodo.com

Responsive icons do not mean that the width of the screen determines how big an icon is displayed; actually it means that a different icon i

Moving from a world of producing to a world of connecting | Gerry McGovern
www.gerrymcgovern.com

In a network it is the connection we make between things that is often more important than the thing itself. “Once upon a time in the 1960s,

Trends in digital design | Gerry McGovern
www.gerrymcgovern.com

Digital design is becoming more and more centered on the human, the customer, the person. It's focusing less and less on the craft as an end

Counterintuitive Data Can Negatively Affect the Customer Experience | Sm...
smartdatacollective.com

(Image) Marketing and brand management is more data-driven now than ever before, surpassing the record highs of even up to a few years ago –

Robert Balsamo
blog.earthlinkbusiness.com

When you're a retailer, the quality of the experience you provide your customers is often the decidi...

Delivering Convenience through a Mobility Strategy
blogs.adobe.com

Travel brands that wish to extract greater value from the mobile experience need to focus on the convenience of their customers. Companies n

David Rosen
www.tibco.com

Check out how the Top 10 customer engagement trends for 2015 are shaping up in this new series. Among the customer engagement trends we’re a

If you love the customer your organization will hate you | Gerry McGovern
www.gerrymcgovern.com

Focusing on the needs of customers is a thankless job in most organizations. In fact, the customer champion is seen as annoying, irritating

The Millennial generation is defining the Web experience | Gerry McGovern
www.gerrymcgovern.com

The millennial generation is rebalancing the relationship between the individual and the organization. The Millennials, also known as Genera

We need a Department OF the Customer | Gerry McGovern
www.gerrymcgovern.com

We have a department of selling to the customer, a department of marketing to the customer, a department of communicating at the customer. W

The No-Nonsense Guide to Mapping the Customer Journey
www.usertesting.com

How to create a customer journey map and use it to find opportunities to improve your customer experience (and your conversion funnel).