Don't Know Where you Want to be with XLAs? Here are 3 Strategies to Help you Decide
Last year we set out three strategies to help you determine where your current employee/customer experience is. This is part of 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.
Apr 83 min read
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...
Feb 54 min read
Personalising Services: A Key to Moving from Service to Experience
Recently, this author was helping a friend practice for a personal training exam. In between sets of poor form calisthenics, we ...
Aug 30, 20234 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...
May 23, 20235 min read
Experience and the Finance Industry: Why they Should go Hand-in-Hand
Why should the financial industry consider experience? In general, we have experiences with this industry almost, if not, daily. We rely...
Feb 23, 20235 min read
Exactly How Beneficial Can Good Digital Employee Experience (DEX) Be For Your Organisation?
In the past, we've spoken about how harmful bad digital employee experience (DEX) can be for your employees and business, as well as the...
Feb 2, 20235 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,...
Jan 16, 20235 min read
Why We Need More 'Experience' Titles in 2023
XLAs are here to stay, and coming with them are many more job titles centred around experience. Our own experience, as well as the...
Nov 10, 20226 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,...
Oct 17, 20226 min read
Anonymous Surveys: Strategies and Considerations to Improve your Response Rate
In the past, we've spoken about the advantages and disadvantages of anonymous surveys. For the projects that Bright Horse support, we...
Jul 12, 20225 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.
Jun 6, 20223 min read
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 read
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 read
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 23, 20224 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 14, 20225 min read
Anonymous Surveys: Advantages, Disadvantages And Best Practices For Better Responses
Employee Experience is based on open and honest feedback, however, the problem occurs when employees do not wish to share their honest...
Mar 11, 20225 min read
CSAT: 5 Main Reasons Why Customer Satisfaction Surveys Aren’t Working In 2023
Customer Satisfaction or CSAT Survey responses are at an all-time low. This causes problems like ‘non-response bias’ leaving customer and...
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...
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...
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