Enhance the Experience of your Employees.
Improve the Experience of your Customers.
Bright Horse supports organisations and IT departments evolve to a modern mechanism of using Experience Level Agreements, or XLAs, to improve employee experience.
Hear it from the Experience Experts
Learn about the effects and importance of experience from leading industry experts.
ABOUT BRIGHT HORSE
Since 2015, Bright Horse has been at the forefront of the employee experience movement and helping organisations to improve their employee's productivity. Realising that many organisations struggle with this, Bright Horse focuses on helping them fix these issues by measuring, managing and improving employees' experience of their digital workplace.
We Educate, Assess, Advise and provide Technical Solutions and support to ensure that IT delivers the right outcomes and values.
What We Offer
Fully accredited 1 - 3 days courses on all things experience and experience management
We offer support to help start, continue or manage your XLA journey where we can coach and advise you, take it on for you, do it together with you
Nexthink Consultancy and Solutions
Experts in the delivery of Nexthink to customers, we have supported numerous organisations with their installation and support of Nexthink
Raising awareness of the power of experience is at the heart of everything we do. To this end, we run public webinars and courses as well as the option for private courses. Check out our upcoming events
If you're unable to attend one of our webinars, we also have a webinar on-demand you can access anytime convenient to you.
"As a service manager and someone that has been in service a long time you get used to a certain way of working and thinking. This course is helping to educate me in changing that "
What Services Do Bright Horse Bring To Deliver XLAs?Bright Horse offers a full range of Experience Services to support customers in designing, measuring, managing and improving the experience of those using IT through XLAs, XMOs and Technology. Services include proprietary XLA and XMO education courses, Experience Assessments, XLA and XMO design and operational consultancy, Experience Management Technology design and implementation (Nexthink), Experience Improvement Coaching and “Experience as a Service”. Our educational classes are taught by Bright Horse experience consultants with years of expertise, and we can deliver them in a variety of ways, including: Public schedule courses On-premise course delivery Remote / on-line delivery Learn More about our Courses
Are XLAs Only About Sentiment Surveys?The short answer is no they are not. Gathering the sentiment and perception of customers (both internal and external) is of course an important aspect of measuring experience but properly designed and implemented XLAs are much more than just sentiment surveys – they are about using the appropriate sciences to identify how people feel abut what IT is doing, but then using other experience impacting data points to provide context to perception to enable IT to make experience improvements.
Where Should I Start My Experience Journey?Every experience journey is different and there is no right or wrong place to start. However, we recommend our introduction to experience course (Essence of Experience) is a great place to start to understand what true experience measures (XLAs) are and provides a practical hands on framework that can be used to start your experience project. Alternatively, please contact us for an Experience Assessment and we will provide you an understanding of what experiences you are staging now, work with you on your initial experience destination and provide practical steps in what you need to do to start improving employee experience. Learn More about ‘Essence of Experience’ Learn More about our Experience Assessment
Can Bright Horse Educate My Team About The Experience Metrics?Yes, we can! Our consultants are all hands-on subject matter experts in XLA and XMO design and implementation with a wealth of experience. We can offer full accredited courses, tailored education classes, educational webinars, and lunch and learn (“Food for Thought”) sessions. Contact us and one of our team can discuss your requirements and advise you of the best way to educate your team about how they can begin truly measuring employee experience.
Can Bright Horse Deliver Private Webinar/Private Courses For My Company?Yes – we offer both a public and private schedule for webinars and education classes. We can deliver all our education classes and webinars privately to you and we can also tailor all of our material to provide your company/team a unique experience that is relevant to your experience project. Contact us to discuss your requirement and learn more about how we can support you.
Do I Need New Technology To Support My XLAs And The XMO?Experience Management Technology (XMT) is increasingly popular in supporting experience metrics. Using our unique approach to experience metrics, you can still have XLAs without implementing new technology but our recommendation is always that if budget allows, speak to us about how we can provide Nexthink technology and services to support your experience project. Nexthink is a market-leading Experience Management software package that offers high-quality analytics, hosting, and support to businesses, with a focus on improving the Digital Employee Experience (DEX) of your employees/customers. Learn More about our Partnership with Nexthink
How Can You Measure Experience?Experience is cumulative, so measuring experience can be achieved through measuring how people feel over a period of time. With our unique XLA framework we are able to scientifically measure individual and collective experience through many “moments in time” in order that customers can improve their IT services and basing success on the experience of the people using them. Measuring experience is both an art and a science and using our XLA structure and understanding the relevant experience sciences, we can scientifically show how you can gain “facts from feelings”.
Can Bright Horse Help Me Design And Implement XLAs?Absolutely – XLAs and XMOs are the “bread and butter” of what we do. Helping customers improve employee experience of IT is the single mission of Bright Horse. Our consultants are all hands-on subject matter experts in XLA, XMO and XMT (Experience Management Technology) design and implementation. They will bring a deep and practical understanding on how to achieve your experience targets. All our team are trained in both the arts and sciences of employee experience, but more significantly, we have the practical experience and know-how to make extraordinary things happen. Learn More About Our Consulting Services
What Is An Experience Level Agreement?An XLA (Experience Level Agreement) is an agreement (verbal, written, contracted or committed) between an IT department and their customers (both outsourced and internal) that is based upon how people feel about the services they are consuming. For too long the IT Service Management (ITSM) industry has based success of IT on largely irrelevant SLAs (Service Level Agreements) that do not always have an impact on experience. As IT moves into the Experience Economy, we need a new approach that focusses not just on Quality of Service (QoS) through Service Level Agreements (SLAs) but also on Quality of Experience (QoE) metrics. In other words, SLAs are important but only focus on what an IT department “do” whereas XLAs are additional metrics that focus on how people “feel”. Learn more about XLAs.
What Is An Experience Management Office?An XMO (Experience Management Office) are the team of people who are responsible for measuring, managing and improving employee experience through operationalising XLAs. An XMO often needs, new thinking, new processes, new technology and a relentless focus on improving employees experience through matching employee sentiment with impacting operational metrics and asking themselves what the current experience is (“So What?”) and then asking how they can improve this (“What Now?”). Learn More about XMO.
Can Bright Horse Help Us Implement Experience Management Technology (XMT)?Yes – our qualified and experienced Nexthink consultants can provide pre-sales, demos and proof of concepts (POVs), alongside design, implementation and operational management services. Through our unique Nexthink Value Assessment service, we can also coach and advise on how you can maximise your investment ensuring you meet your project goals and objectives. If you are thinking about Experience Management Technology (XMT), contact us today for a demonstration and quotation of Nexthink, the market-leading experience management software.