3 Reasons Why You Should Participate in a Unified Interactions Index Workshop
If you haven’t had a chance to take a look at the Glia Interactions Report 2024, then you may not be aware of a new interactive benchmarking tool Glia has created specifically for leaders of banks, credit unions, and insurance companies.
It’s an index that enables you to measure your progress and success in deriving maximum value from the thousands of interactions you do with your customers, based on apples-to-apples metric comparisons against the performance of over 500 other financial institutions (FIs).
The Unified Interactions Index is a synthesis of 14 different metrics that comprise the 3 dimensions of value: Efficiency, Effectiveness, and Experience, and is scored on a scale of 0-100.
The exercise can be done in a variety of ways:
- You can use the appendix in the Interactions Report to score yourself.
- You can use the interactive online guide that will take you through the index and share results and suggestions for key areas of improvement [coming soon].
- Or, you can participate in a live Interactions Index Workshop.
These workshops (either via video conferencing or live and in-person) are offered by Glia at no cost. The index exercise, which takes just 90 minutes, is designed to uncover exactly how you can accelerate your success. We demonstrate how organizations can manage customer interactions more efficiently and effectively–as well as creating an even better experience for your customers and your team members.
Here are 3 reasons why you should strongly consider gathering your team to participate:
- It will help ground you in the reality of where you are in your journey
By seeing exactly where you stand compared to over 500 other FIs (all of whom are Glia users), you will have a clear sense of how well your organization is driving value with your interactions.
You’ll likely see that you are ahead in certain areas–something you should amplify in your staff meetings and make sure your senior executives are well aware of.
You will also see where you might be behind the curve, which leads to…
- It will help you recognize immediate improvement opportunities
The point of the index isn’t for you to gloat or to be depressed: It’s to help you see that by evolving how–and what–you measure, you can gain ground quickly. Each of the 14 metrics in the index is tied directly to Glia solutions that are already creating positive benefits for some of your peers.
- It will be a memorable and (perhaps) cathartic experience
Based on feedback from those Glia client companies who helped in the development of the workshop, the dialogue it created among the team was well worth 90 minutes of their time and will have a lasting impact:
- “It made me feel optimistic, like a roadmap of things we can work on.”
- “It was thought-provoking, insightful, knowledgeable.”
- “It was a wonderful exercise and we look forward to measuring things differently.”
If the idea of participating in an Interactions Index Workshop sounds like something that you would benefit from (and we hope by now you are at least thinking about it!), here are 2 suggestions to consider:
- Join us at Interact 2024, our annual Glia user conference, to be held in San Antonio on October 27-30. We’ll be doing live workshops, and you can participate with a host of other companies in the spirit of best practice idea sharing.
- Reach out to your Glia account team, or directly to Rick DeLisi, Lead Research Analyst. Keep in mind that the workshops can be done virtually using video conferencing, or live in-person. Let’s have a discussion to think about who would be included, and to start nailing down a date and time.
- Some organizations have chosen to incorporate the Index Workshop as part of a scheduled event, like a team meeting or management offsite, while others have carved out time to create a standalone session. Feel free to invite whomever you’d like, as few or as many as you think would work best. The sessions are individually customized to the setting and the attendees and can be recorded for wider distribution.
Ultimately, this is what we’re learning: There’s real value in being able to measure the value you’re creating with your customer interactions.
