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...
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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.
Jul 3, 20234 min
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...
Jun 26, 20235 min
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...
Mar 27, 20234 min
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...
Feb 20, 20235 min
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 14, 20234 min
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 2, 20235 min
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,...
Jul 14, 20226 min
Sentiment Surveys: The Experience Question Rotation Dichotomy - What is it and how to avoid
Running surveys is an art and a science but maintaining the balance can be hard. Read 4 ways to avoid the Survey Question Rotation Dichotomy
Jul 12, 20225 min
Is eXperience just enhanced Csat Surveys?
Are XLAs just enhanced Csat Surveys? It's a good question. Read on to see how Bright Horse reasons otherwise.
Jun 6, 20223 min
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...
May 23, 20223 min
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...
May 17, 20223 min
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...
Mar 8, 20225 min
Experience Management Office: Why Every Company Needs An XMO In 2023
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...
Nov 1, 20214 min
Biggest IT Problems That Small-Medium Businesses Will Have To Deal With In 2022
The life of a small business owner is full of new challenges at every step of their journey to success. One of the best ways to deal with...
Sep 27, 20213 min
5 Tips For Small MSPs To Increase Sales And Compete Against Bigger Businesses
Image Credit: WWE Find out five tips on how to build a managed services business. Become the MSP that can compete against the bigger...
Sep 14, 20213 min
4 XLA Bad Practices To Avoid For Great End-User Experience
If you and your company are losing out on growth prospects while your customers are going to your competitors, chances are that you may...
Jan 16, 20202 min
Does Your ITSM Tool Impact Service Experience In 2022?
Are you experiencing issues with your ITSM tool? Whether it’s poorly configured due to a lack of requirements definition or workflow...
Dec 20, 20192 min
How ITIL4 helps the Service Experience?
ITIL was often felt to be too cumbersome, too vague, and too bureaucratic to be adopted with any level of success, and nobody likes...
Nov 25, 20197 min
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...
Oct 24, 20193 min
XLA: Manage Experience Level expectations not Service Level assumptions
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...
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