Bright Horse Blogs

Get the latest and greatest information on Employee Experience, Customer Experience collated by experts in the Experience Management industry.

Experience Management Office: XMO Roles Explained

If you've attended our classes in the past, you'll be aware of the concept of an Experience Management Office, or XMO. In short, an XMO...

Green IT: How Experience Can Influence Positive Change for our Planet

At the time of writing, the UK is going through a considerable heatwave, with the temperature record broken for the second time in 4...

Rail Strike: How Do You Measure Remote Employee Experience During Industrial Action?

As of Monday 20th June, talks broke down between rail officials and union leaders and so a week of cancellations and delays commenced for...

3 Key Learnings For IT Professionals After 2 Years Of Remote Working

Even though the UK's lockdown has been lifted, the exact date for a permanent return to work remains unknown. Many professionals are...

Exactly How Dangerous Can Bad Digital Employee Experience (DEX) Be For Your Organisation?

Organisations throughout the world began to recognise the value of employee experience and sentiment in 2021, particularly when it came...

Being Proactive Vs Reactive In The World Of Managed Service Providers In 2022

In terms of health, prevention is always preferable to cure or treatment. The same may be said for the network health of your company. If...

Top 5 Hurdles Your IT Team Faces When Trying To Personalise Digital Employee Experience (DEX)

When it comes to an employee’s work environment, only 13% of the workers feel they are completely pleased with it, claiming that it...

Named Surveys: Advantages, Disadvantages And Best Practices For Better Response

In the IT industry, surveys are one of the most effective tools to understand the kind of experience your employees or customers are...

Anonymous Surveys: Advantages, Disadvantages And Best Practices For Better Responses

Employee Experience is based on open and honest feedback, however, the problem occurs when employees do not wish to share their honest...

CSAT: 5 Main Reasons Why Customer Satisfaction Surveys Aren’t Working In 2022

Customer Satisfaction or CSAT Survey responses are at an all-time low in 2022. This causes problems like ‘non-response bias’ leaving...

Experience Level Agreements Explained: What Are XLAs?

An Experience Level Agreement, or XLA, is an experience metric that measures the gap between the experience you are delivering now, to...

Can Chatbots Really Improve Digital Employee Experience In 2022?

Bright Horse always looks for new innovations, tools, and services that can help our customers on their service maturity journey....

ITIL4 Framework: How Does It Help Digital Workplace Experience?

If the premise of ITIL was always to ensure that IT services were fit for quality and purpose and ensured business would remain...