Glia has unveiled the Glia Interactions Index, a tool for financial services to benchmark their customer interaction strategies. This Index enables banks, credit unions, and insurance companies to measure efficiency, effectiveness, and experience against industry standards.
"Institutions' investments in modern customer experience technologies are often insufficient due to their siloed, channel-centric approach. Simply put, channels are killing their bottom lines. To succeed, it's imperative to approach and evaluate customer interactions differently. Through working with hundreds of banks and credit unions, we've recognized that measuring customer experience alone isn't enough to indicate concrete business outcomes. We've created the Unified Interactions Index to deliver a new, more effective way to define and measure the value of customer interactions – it's the first benchmarking tool of its kind," explained Dan Michaeli, CEO and Co-Founder of Glia.
The inaugural Unified Interactions Report, built on insights from nearly 15 financial institutions, provides actionable steps to enhance customer experiences. With data from over 3 billion interactions, the Index evaluates performance using 13 success metrics, offering a comprehensive view beyond traditional CSAT scores.
The Index focuses on three primary goals:
- Reducing costs and improving handle times.
- Driving revenue and new account growth.
- Boosting customer satisfaction, loyalty, and lifetime value.
Progressive companies embracing this model report increased cost savings, revenue growth, and enhanced customer loyalty.
Prior to this, Glia also announced the launch of Glia Cortex, an AI platform tailored to the financial services sector.
