Felix KaiserinFelix KaiserThe death of empathy — how AI changes customer experienceI’ve written about how humans need to be seen and heard, and how one needs to address their emotions first before they’re able to reply…Oct 22Oct 22
Felix KaiserinFelix KaiserA little secret to ensuring your critique is heardRonja Fankhauser, columnist of the Swiss newspaper Tagesanzeiger, wrote an essay called “We should all learn to tolerate critique (🎁…Aug 30Aug 30
Felix KaiserinFelix Kaiser“Aha!” is the best addition to my vocabulary of the last decadeI’m a very telic person. If you tell me something, anything really, I will immediately start to think about an activity to reacting to that…May 27May 27
Felix KaiserinFelix KaiserCX metrics: from objectives to actionable changeEstablishing CX metrics is only half the work. Learn how to make them count.Mar 111Mar 111
Felix KaiserinBootcampSurvey shows UX in SAFe is lived very differentlyFirst results from Switzerland show that UX in SAFe is lived differently across organizations. Contribute with your voice — survey still…Nov 28, 2021Nov 28, 2021
Felix KaiserinFelix KaiserDid you know that you can order Migros food from at least 3 different apps?Here‘s a quick design comparison.Oct 1, 2021Oct 1, 2021
Felix KaiserinFelix KaiserWhy Coop.ch does not sell food onlineA few months ago, Coop closed its online store coop@home and brought coop.ch into play instead. And yes, you can order groceries from…Oct 1, 2021Oct 1, 2021
Felix KaiserinFelix KaiserWhy UX isn’t well integrated into SAFeA few days ago I attended a talk on “Better integration of SAFe & UX”. In it, “proponent[s] and opponent[s] of SAFe”, Jeff Gothelf and Luke…Oct 1, 2021Oct 1, 2021
Felix KaiserinFelix KaiserHow telcos are organizing their customer journeysWhat we’ve learned from looking at other telcos and what consultants are recommendingOct 29, 2020Oct 29, 2020
Felix KaiserinFelix KaiserAre immunity certificates the aftermath of COVID-19?A thought experiment for after the lockdownApr 1, 2020Apr 1, 2020
