The Home of Employee Experience. 

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

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

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”.

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.

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

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

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.

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.

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

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.

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.