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,...
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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.
Oct 20, 20224 min read
Experience Management Office: Why You Don't Need all Roles to Have a Strong XMO
From our early Experience Introduction class up until the final Master Class, we speak often of an Experience Management Office, or XMO....
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 28, 20225 min read
Experience Management Office: XMO Roles Explained
If you've attended our classes in the past, you'll be aware of the concept of an Experience Management Office, or XMO. In short, an XMO...
Jul 21, 20224 min read
Green IT: How Experience Can Influence Positive Change for our Planet
At the time of writing, the UK is going through a considerable heatwave, with the temperature record broken for the second time in 4...
Jul 14, 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 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.
Jul 7, 20224 min read
Considering full-time remote working? You're surely not the only one
Previously, we spoke about the possible return of remote work due to the rail strike and the how the experience of remote employees can...
Jun 23, 20224 min read
Rail Strike: How Do You Measure Remote Employee Experience During Industrial Action?
As of Monday 20th June, talks broke down between rail officials and union leaders and so a week of cancellations and delays commenced for...
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 31, 20223 min read
Exactly How Dangerous Can Bad Digital Employee Experience (DEX) Be For Your Organisation?
Organisations throughout the world began to recognise the value of employee experience and sentiment in 2021, particularly when it came...
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...
Mar 8, 20225 min read
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 18, 20213 min read
Leadership in Post-Covid Era: The Qualities Of A Great Manager
It is no secret that Bosses were replaced by Leaders some time ago. To run a successful business all must work for one, and one for all....
Nov 11, 20212 min read
Transparency At Work: 3 Ways To Gain Your Workers’ Trust
The most successful businesses are the ones where employees feel united and comfortable in their workplace. One way to achieve it is to...
Oct 15, 20213 min read
Mental Health Of Employees: 4 Ways How Companies Can Address Their Workers’ Wellbeing
Mental health is important for all of us. It impacts our quality of life, performance at work, and overall wellbeing. Especially today’s...
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