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Bright Horse Blogs
Get the latest and greatest information on Employee Experience, Customer Experience collated by experts in the Experience Management industry.
Don't Know Where you Want to be with XLAs? Here are 3 Strategies to Help you Decide
Last year we set out three strategies to help you determine where your current employee/customer experience is. This is part of the...
Jul 9, 20244 min read
5 Key Takeaways from XLA Institute Live 2024
June 11th saw the XLA Institute's first XLA Live event at the Eye Filmmuseum in Amsterdam. With our Chief Experience Officer, Neil...
Jul 2, 20244 min read
XLAs Explained: How We Design Experience
A key component in managing experience through XLAs is designing the experience we want to provide to our employees/ customers. By the...
Apr 8, 20243 min read
Personalising Services: A Key to Moving from Service to Experience
Recently, this author was helping a friend practice for a personal training exam. In between sets of poor form calisthenics, we ...
Feb 5, 20244 min read
AI Empowering Employee Satisfaction in 2024?
If you've been using Microsoft Edge, you probably noticed they released a 2023 wrap-up of important stats for the browser. A key part of...
Jan 8, 20243 min read
Range of Valid Experience: What is it and Why is it Important to Consider for Experience Management?
Starting out with experience level agreements (XLAs) can be a very exciting process. In the early stages, where the lightbulb moment is...
Aug 31, 20234 min read
A Quiet and Thoughtful Reclaiming: The Benefits of Sensitive Leaders in the Workplace
In 2023, a fantastic book by authors Jenn Granneman and Andre Sólo was published, Sensitive: The Power of a Thoughtful Mind in an...
Jul 10, 20234 min read
XLAs Explained: Bridging the Gap Between XLAs and ITIL
In the world of XLAs, there are various data streams that we use to manage and predict experience, from SLAs and KPIs providing...
Jul 3, 20234 min read
Don't Know Where Your Sentiment is Now? Here are 3 Strategies to Find Out
Throughout our assessments and consulting projects, a term we often use early on is Experience Now. This is the current picture of...
Jun 26, 20235 min read
Can AI Harm Employee Experience?
In a previous blog post, we discussed a couple of ways in which AI can benefit the experience of employees. As with everything, there are...
Jun 12, 20234 min read
Rust Out: What does the Antithesis of Burnout Say About Experience
Rust out, as you can probably surmise from its name, is burnout's bored younger brother. Rather than going all out, embracing stress, and...
May 30, 20235 min read
Experience and the Finance Industry: Why they Should go Hand-in-Hand
Why should the financial industry consider experience? In general, we have experiences with this industry almost, if not, daily. We rely...
May 23, 20235 min read
How Can AI Improve Employee Experience?
The concept of AI has rapidly increased in popularity and use across society in recent times. Many individuals and industries have...
May 18, 20233 min read
Can you Cover the Whole of an XLA with just Digital Employee Experience? Not Quite; here's why
In our discussions of Digital Employee Experience, or DEX, an image may conjure up of fantastic technological means of ensuring good...
Mar 27, 20234 min read
Exactly How Beneficial Can Good Digital Employee Experience (DEX) Be For Your Organisation?
In the past, we've spoken about how harmful bad digital employee experience (DEX) can be for your employees and business, as well as the...
Feb 23, 20235 min read
How Beneficial is Good Workplace Culture, and How Can We Achieve it?
We can all agree on how beneficial a healthy work culture can be. From increased employee happiness, health and retention to increased...
Feb 20, 20235 min read
Could this be the Winter of Disconnect?
Connecting with our employees, company and colleagues is essential. We all know this, but the importance really shows as we head into our...
Feb 14, 20234 min read
Quiet Quitting, and its Link to Experience
Over the past year, a trend began emerging in the workplace: quiet quitting. Opposed to the actual idea of quitting your job itself,...
Feb 2, 20235 min read
Why you Shouldn't Neglect DEX in Economically Tough Times
There has been much discussion recently concerning possible future recessions across various parts of the globe. Whilst here in the UK, a...
Jan 23, 20234 min read
Why We Need More 'Experience' Titles in 2023
XLAs are here to stay, and coming with them are many more job titles centred around experience. Our own experience, as well as the...
Jan 16, 20235 min read
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