The report provides actionable steps for how banks, credit unions and insurance companies can enhance how customers experience their brand.
(Image Source)
GLOGlia provides a new, unified way for banks and credit unions to define and measure the value created by comprehensive customer interactions
Glia, the leader in customer interaction technology, today launched the Glia Interactions Index, a new way for financial services organizations to benchmark against similar institutions to quantify the efficiency, effectiveness and experience of their customer interaction strategy. Glia has also launched its first ever Unified Interactions Report based on this Index with nearly 15 financial services organizations contributing insights, helping to validate these benchmarks. The report provides actionable steps for how banks, credit unions and insurance companies can enhance how customers experience their brand.
In today’s interaction economy, customer interactions are where loyalty and revenue are made and lost. The Unified Interactions Index, based upon aggregated data from over 3 billion interactions between financial institutions and their customers, helps banks and credit unions to compare their performance against industry benchmarks across 13 success metrics and create a single composite score. This composite score gives a better picture of the health of a customer interaction program, instead of having to rely on CSAT alone. The benchmark data is uniquely offered for free by Glia, where it is normally only accessible through paid consultancy.
The goal is to provide a more modern, detailed understanding of the value created by customer interactions across all forms of communication and collaboration by connecting interaction metrics to tangible business KPIs.
The Index measures against the three primary goals of nearly all customer service, contact center and digital teams in the financial services industry:
- Efficiency, which includes lowering the overall cost-to-serve, reducing average handle times and eliminating unnecessary live interactions.
- Effectiveness, which includes revenue generation, new account openings and increasing AUM or premiums.
- Experience, which includes CSAT, NPS and CES scores; customer loyalty; and customer lifetime value.
The Index integrates 13 different data points across these three categories to determine one unified, holistic performance metric, presented on a 0-100 scoring scale. From there, the experts at Glia are available to work with that financial services company to find immediate, easy areas for improvement, identify and understand their strengths and implement a more sophisticated way to measure performance and success moving forward.
“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,” explained Dan Michaeli, CEO and co-founder of Glia. “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.”
The Index and Report have found that those companies that are taking a unified approach to managing their interactions are creating more cost savings, increasing revenue and offering a better customer experience overall. Michaeli continued, “The most progressive organizations are embracing a new model in which all customer interactions and channels are converged into one Unified Interaction Management (UIM) platform. Such an approach results in more responsive service, which has been proven to increase loyalty but at a lower cost-to-serve.”
This autumn, Glia will release the Interactions Index Calculator, providing a simple, guided digital process for institutions to calculate their scores. This Index and Report will be continuously improved and updated; Glia plans to repeat the Unified Interactions Report again in 2025, including even more metrics.
To learn more about Glia’s Unified Interactions Report and how you rank, sign up for our webinar on Wednesday, July 24th at 2:00 pm ET here.
About Glia
Glia is the leader and pioneer of Unified Interaction Management—redefining how companies interact with their customers. The Glia Interaction Platform unifies voice, digital customer service, and AI with a unique ChannelLess™ architecture that eliminates data silos, dropped context, and frustration for customers and representatives. With Glia, companies can easily shift volume between channels, and customer connections can evolve naturally. Glia helps its customers harness the power of customer interactions to drive efficiency, loyalty, and revenue.
Glia has partnered with over 500 insurance companies, banks, credit unions, and other financial institutions worldwide to improve the customer experience and drive business results. Named a Deloitte Technology Fast 500™ company for a third year in a row and a Great Place to Work (with a 97% employee satisfaction rating), the company has raised over $150 million in funding from top investors and was recently valued at over $1 Billion. Learn more at glia.com.
SOURCE Glia
(Image Source)
Disclaimer: Press release
© Press Release 2025
Send us your press releases to news@globalloyalty.org
Press releases originate from external third-party providers. This website does not have responsibility or control over its content, which is presented as is, without any alterations. Neither this website nor its affiliates guarantee the accuracy of the views or opinions expressed in the press release.
The press release is intended solely for informational purposes and does not offer tax, legal, or investment advice, nor does it express any opinion regarding the suitability, value, or profitability of specific securities, portfolios, or investment strategies. Neither this website nor its affiliates are liable for any errors or inaccuracies in the content, nor for any actions taken based on it. By using the information provided in this article, you agree to do so at your own risk.
To the maximum extent permitted by applicable law, this website, its parent company, subsidiaries, affiliates, shareholders, directors, officers, employees, agents, advertisers, content providers, and licensors shall not be liable to you for any direct, indirect, consequential, special, incidental, punitive, or exemplary damages, including but not limited to lost profits, savings, and revenues, whether in negligence, tort, contract, or any other theory of liability, even if the possibility of such damages was known or foreseeable.
The images used in press releases and articles provided by 3rd party sources belong to the respective source provider and are used for illustrative purposes in accordance with the original press releases and publications.
Disclaimer: Content
While we strive to maintain accurate and up-to-date content, Global Loyalty Organisation Ltd. makes no representations or warranties of any kind, express or implied, about the correctness accuracy, completeness, adequacy, or reliability of the information or the results derived from its use, not that the content will meet your requirements or expectations. The content is provided “as is” and “as available”. You agree that your use of the content is at your own risk. Global Loyalty Organisation Ltd. disclaims all warranties related to the content, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and title, and is not liable for a particular purpose, non-infringement, and title, and is not liable for any interruptions. Some jurisdictions do not allow the exclusion of certain warranties, so these jurisdictions may not apply to you. Global Loyalty Organisation Ltd. Reserves the right to modify, interrupt, or discontinue the content without notice and is not liable for doing so.
Global Loyalty Organisation Ltd. shall not be liable for any damages, including special, indirect, consequential, or incidental damages, or damages for lost profits, revenue, or use, arising out of or related to the content, whether in contract, negligence, tort, statute, equity, law, or otherwise, even if advised of such damages. Some jurisdictions do not allow limitations on liability for incidental or consequential damages, so this limitation may not apply to you. These disclaimers and limitations apply to Global Loyalty Organisation Ltd. and its parent, affiliates, related companies, contractors, sponsors, and their respective directors, officers, members, employees, agents, content providers, licensors, and advisors.
The content and its compilation, created by Global Loyalty Organisation Ltd, are the property of Global Loyalty Organisation Ltd. and cannot be reproduced without prior written permission.
