Bright Horse Blogs

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

Sep 9, 20214 min read

Good Company Vs Bad Company: Real Case Study Of Employee Experience

Let me tell you a story based on true events. The girl named Jess – short for Jessica – was only an undergraduate student when she...

Sep 6, 20213 min read

User Experience Management: The Elephant That’s Been In The Room For 30 Years

The penny dropped for me nearly five years ago, when I started to look a bit more closely into what User Experience Management was all...

Aug 24, 20214 min read

Experience Management: Meaning, Importance, Difficulties, Tips To Improve, Key Concepts

Customer experience and experience management are among the most important topics in business today. So, what is experience management...

Aug 17, 20213 min read

The Kitchen And The Employee Experience in IT (Information Technology)

Recently, I have been looking to replace our rather old and dilapidated kitchen, and never having done this before, I did the only thing...

Aug 10, 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....

Jan 16, 20202 min read

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 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...

Nov 25, 20197 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...

Oct 24, 20193 min read

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...

Aug 16, 20194 min read

Why You Will Never ‘Be Ready’ To Improve User Experience

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

Jul 16, 20194 min read

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....

May 23, 20193 min read

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...

Mar 26, 20193 min read

From Service To Experience: The Much-Needed Journey From SLAs to XLAs

Bright Horse ran an event based on the Service Maturity journey, talking about how to move from Chaos and Reactive support to an...

Feb 14, 20192 min read

IT Service Management: How The Industry Has Matured Over The Years

Over the past 30 years, we have often discussed elements of IT Service Management maturity with our clients, whether related to tools,...

Jan 24, 20195 min read

SLA to XLA: Why Service Level Agreement Isn’t The Future Of IT Support

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

Nov 27, 20184 min read

What Is The Relevance Of IT Service Management In The Post-Pandemic Era?

What does ITSM mean in 2021? Information Technology Service Management or ITSM can be viewed as a subset of Service Science focusing on...

Apr 18, 20185 min read

Business Relationship Management: Why Should MSPs Pay Attention In 2022?

What is Business Relationship Management and why do we need it? If you consider the 3 key elements of the BRMI framework®, it includes...

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Bright Horse Blogs