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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.
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
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
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 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
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
Chief Experience Officer (CXO): The Importance of Balance Between CX and EX-focused Practice
A quick Google search will bring up a plethora of reasons why a Chief Experience Officer (CXO) is important for an organisation. Indeed,...
Nov 10, 20226 min read
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 14, 20226 min read
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.
Jul 12, 20225 min read
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...
Mar 23, 20224 min read
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 27, 20213 min read
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...
Sep 14, 20213 min read
IT Support In COVID-19 Era: 5 Ways To Improve Employee Experience In Post-Pandemic United Kingdom
The COVID-19 pandemic left a massive dent in the various sectors of the British economy and the IT sector has not been an exception....
Aug 10, 20213 min read
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...
Dec 20, 20192 min read
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...
Nov 25, 20197 min read
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