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...

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...

Jul 3, 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...

Jun 26, 20235 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...

Mar 27, 20234 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...

Feb 14, 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 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,...

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,...

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.

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...

Sep 27, 20213 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 14, 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...

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....

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...

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Bright Horse Blogs