Glia Interactions Report 2024

Efficiency, Effectiveness, Experience

A Better Way to Measure Your Success

3 categories, 14 different data points, 1 ranking. Everything you need to know where you stand among your peers.

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Efficiency, Effectiveness, Experience

3 categories, 14 different data points, 1 ranking. Everything you need to know where you stand among your peers.

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Customer Interactions vs. Customer Experience

How to go beyond experience to create value for everyone involved.

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The Metrics of Value

Explore exactly what is being measured by the Index, why, and how this more evolved approach to measurement helps your company create greater economic results.

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A simplified illustration depicting Glia Interactions Index scales.

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An Easy Way to Calculate Your Score

Input your metrics to get your score against the benchmarks and custom improvement recommendations

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Calculate your Unified Interactions Index score to see how you rank

Input your metrics to get your score against the benchmarks and custom improvement recommendations.

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Unified Interaction Index in Action

A Unified Approach to Benchmarking

Measuring customer experience (CX) alone does not create a direct connection to concrete economic outcomes like revenue and cost savings for financial Institutions. The Unified Interactions Index is a new, more effective way to define and measure the value created by your company's customer interactions.

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Is Your FI Ready for What Lies Ahead?

3 trends that will define your future success.

The Interaction Economy

Customer interactions: where loyalty (and revenue) are made and lost.

Measuring the Value of Customer Interactions

A 3-dimensional score of the outcomes that matter: Understand the components of the Unified Interaction Index, how to calculate your own score, and where your metrics compare to the benchmarks.

“Having a unified, single solution for digital and phone support that was intuitive for our staff to train on allowed us to successfully complete our digital banking conversion without member disruption.”

VP of Operations at Expedition CU

Learn about Glia for Credit Unions

“By switching from a phone-first to a digital-first approach to customer service, our customers will no longer have to leave the digital domain and dial a phone number for support and guidance.”

EVP, Chief Marketing Officer at Liberty Bank

Learn about Glia for Banks

"There’s a large segment of agents who want to communicate this way. Now we can meet them there. Even better, we can meet them well beyond their expectation.”

CIO at Celina Insurance Group

Learn about Glia for Insurance Companies

Credit Unions

With an emphasis on relationships, Customer Experience is often the only measurement. See how Frontrunner Credit Unions stack up when they go beyond experience to measure efficiency and effectiveness.

The metrics for interactions that reach a younger demographic with an effective digital presence.

The percentage of proactive video offerings to ensure that the personal relationships hold up in digital channels.

How often agents are empowered with automations like auto-complete and auto-wrap up, freeing them to focus on more complicated tasks.

“Having a unified, single solution for digital and phone support that was intuitive for our staff to train on allowed us to successfully complete our digital banking conversion without member disruption.”

VP of Operations at Expedition CU

Learn about Glia for Credit Unions →

Banks

With an emphasis on efficiency and increasing wallet share, see the metrics where frontrunner banks excel to to balance customer satisfaction with cost and revenue.

Measuring the seamless transfers and escalations for a better experience.

The percentage of interactions contained by bot for efficient use of AI.

The percentage of customers who accept an offer for live engagement rather than abandoning the interaction.

“By switching from a phone-first to a digital-first approach to customer service, our customers will no longer have to leave the digital domain and dial a phone number for support and guidance.”

EVP, Chief Marketing Officer at Liberty Bank

Learn about Glia for Banks →

Insurance

With an emphasis on operational efficiency and improved policyholder & agent satisfaction, see the metrics where frontrunner insurance companies excel to meet their goals.

The metrics that make policyholder and claims servicing more effective.

The metrics the measure the efficiency of engaging policyholders, agents, and potential customers in any channel.

The metrics that indicate a better interaction experience for agents, driving loyalty and increased bookshare.

"We need to give our customers the gift of time...This calls for new ways of helping consumers using the channel of their choice at the time of their choosing."

CIO at Mercury Insurance

Learn about Glia for Insurance Companies→

Get your industry insights. See where you rank.

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