A key component to unlocking IT success and ensuring great employee experience is the creation, management and implementation of XLAs (Experience Level Agreements) to underpin improvement in employee experience. To this end, Bright Horse have put together two webinars. They will be delivered twice monthly to aid end-users and service providers alike in implementing their own XLAs.

Implementing XLAs for End Users

“People will forget what you said, people will forget what you did but people will never forget how you made them feel”. This famous quote by Maya Angelou has never been more important to UK organisations as they emerge from lockdown and remote working. It is now independently recognised that measuring and improving the employee experience is recognised as the big differentiator for CIOs over the next 2 years.

What does this mean to existing SLAs? How do you start developing XLAs? Is there a best practice framework to follow? How can you govern these as they become the new normal? Throughout our webinar for end users, we will clearly answer the above questions and show attendees the best practice approach to improving the employee experience and introducing XLAs.

Attendees will receive practical guidance on how to implement an XLA.

XLA Webinar End Users - Bright Horse

Implementing XLAs for MSPs

MSPs XLA Webinar - Bright Horse

Our End-User webinar is for companies looking to measure experience for their own employees. The MSP webinar is for IT measured service providers who are looking to incorporate XLAs into their service offerings and contracts. Two out of three tenders for IT support now mention XLAs.

This webinar is about what it means for them, what action they need to take, and how they can build lasting operational experience measures within their company to help them measure and understand how their customers and their customer’s employees feel about their services and whether they are they achieving the right outcomes.


Neil Keating is the Co-Founder and CEO of Bright Horse who have been pioneering the pathway for improved employee experience since he started the company. Neil has worked in IT Services both internally and externally all his career. Having worked on creating multiple outsourcing contracts, he is an expert in designing and managing IT Services to meet organisations changing experience needs.

For the last 12 months Neil has been delivering virtual events around the UK helping organisations move from SLAs to XLAs and with partners XLACollab, has helped create accredited Experience courses covering both the Art and the Science of employee experience.