Bright Horse Blogs

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

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...

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

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

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...

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

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

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

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

Anyone you meet in today’s day and age will have at least one story of how their experience with a particular product or service was so...

The concept of Experience Level Agreements or XLAs is gaining traction and there is a growing interest in the subject. We also want to...

How does it feel when you work so hard to meet all the terms of your SLA’s – BUT the customer is still unhappy! There is increasing...

Does your current service model and technology allow you to effectively measure end user experience (UX) in real-time, from the...

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

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

Many IT teams are working ‘flat out’ just to keep the infrastructure running, and even with a state-of-the-art ITSM implementation –...