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Glia Launches Unified Interactions Report and Index, Unveiling New Industry Benchmarking Tool for Customer Interactions

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Glia provides a new, unified way for banks and credit unions to define and measure the value created by comprehensive customer interactions

NEW YORK, July 18, 2024 /PRNewswire/ — 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.

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SOURCE Glia

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Waters Corporation to Host Investor Day on March 5, 2025

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MILFORD, Mass., Jan. 10, 2025 /PRNewswire/ — Waters Corporation (NYSE:WAT) announced that it will host an Investor Day on Wednesday, March 5th, 2025, in New York City, starting at 8:30 AM ET.

The event will feature presentations by members of the senior management team, who will discuss business initiative achievements, new strategic priorities, and our vision for future shareholder value creation. A Q&A session will follow.

In-Person Attendance
To request in-person attendance at this event, please click here or visit the Waters Investor Relations website at https://ir.waters.com, under ‘Events’.

Webcast
A live webcast will be available the day of the event. To register for the webcast, please click here or visit the Waters Investor Relations website at https://ir.waters.com, under ‘Events’. A replay of the webcast will be available shortly after the event concludes.

About Waters Corporation
Waters Corporation (NYSE:WAT), a global leader in analytical instruments and software, has pioneered chromatography, mass spectrometry, and thermal analysis innovations serving the life, materials, food, and environmental sciences for more than 65 years. With approximately 7,500 employees worldwide, Waters operates directly in 35 countries, including 15 manufacturing facilities, and with products available in more than 100 countries.

Caspar Tudor, Head of Investor Relations
investor_relations@waters.com

View original content:https://www.prnewswire.com/news-releases/waters-corporation-to-host-investor-day-on-march-5-2025-302348226.html

SOURCE Waters Corporation

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As Retail Cybercrime Surges, Plank Road Ventures To Present Technology Solutions At NRF 2025 Big Show

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HOBOKEN, N.J., Jan. 10, 2025 /PRNewswire/ — Credit cards and other non-cash payment methods now account for some 80% of purchasing activity, according to some reports. It’s convenient for consumers, but each retail transaction may expose vital shopper information to nation-state and other cybercriminals. Consumers are inconvenienced, while retailers may suffer reputational and financial damage.

To combat the upsurge in digital incursions, Plank Road Ventures — an eMazzanti Technologies company — will present artificial intelligence, cybersecurity best-practice and other retail solutions at the NRF (National Retail Federation) 2025 Retail’s Big Show at Booth 2306, in the Startup Hub of New York City’s Jacob K. Javits Convention Center from January 12 through January 14, 2025.

“The rise in credit card, digital and other payment methods have made retailers a rich target for cyberthieves,” warns eMazzanti Technologies President Carl Mazzanti. “POS systems, for example, can store customer information and purchase history, enabling retailers to capture the information they need to inform targeted marking campaigns and personalized shopping experiences. But POS transactions also pose an attractive target for cybercriminals, and a successful data breach will have far-reaching consequences.”

Plank Road Ventures, a global managed services provider, partners with leading companies like Microsoft, Watchguard, HP, and I3 Communications to help retailers deploy technology that improve and secure their operations and store strategies, while enhancing customer experience and engagement. Retailers can meet with trained professionals from Plank Road Ventures at the NRF 2025 Retail’s Big Show, and learn about leading-edge POS and other solutions.

About eMazzanti Technologies
eMazzanti’s team of trained, certified IT experts deliver rapid response, increased revenue growth, data security, and productivity for organizations of all sizes. The firm offers cloud and mobile solutions, multi-site technology implementations, outsourced network management, 24 x 7 support, digital marketing services, and cyber security assessments and protection services.

About Plank Road Ventures
Our team of experienced retail experts works with clients to understand their specific requirements and recommend the best options. Specializing in store operations and support, the team is available 24x7x 365.

View original content:https://www.prnewswire.com/news-releases/as-retail-cybercrime-surges-plank-road-ventures-to-present-technology-solutions-at-nrf-2025-big-show-302348181.html

SOURCE Plank Road Ventures

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Kevin Lanouette Named Senior Vice President and General Counsel

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BEDFORD, Mass., Jan. 10, 2025 /PRNewswire/ — iRobot Corp. (NASDAQ: IRBT), a leader in consumer robots, today announced that Kevin Lanouette has been named Senior Vice President and General Counsel, effective January 17, 2025. Tonya Drake, the Company’s Executive Vice President and General Counsel, will transition to an advisory role ending March 7, 2025.

“I’d like to thank Tonya for her many years of service to iRobot,” said Gary Cohen, iRobot CEO. “Her legacy of tenacity and rigor in protecting the iRobot Company and our brand has been exemplary.”

“Kevin is a seasoned and highly skilled attorney whose experience in advising on complex corporate and securities, commercial, M&A and IP protection matters will be invaluable as we execute our strategic initiatives and work toward a return to profitable growth,” said Cohen.

Formerly, Mr. Lanouette was a Partner at OutsideGC, a Boston-based law firm, where he specialized in providing strategic legal counsel to clients at all stages of development and across a broad range of industries, including technology development, software and services and healthcare. Previously, he served as Assistant General Counsel at Analog Devices, Inc., a leading global semiconductor manufacturer, from 2006 to 2020, where he had responsibility for several critical legal functions, including corporate, SEC and securities matters, IP licensing and technology transfers, M&A and investments, global commercial transactions, and governance and compliance issues.

He is a graduate of the University of Maine and Harvard Law School.

About iRobot Corp.
iRobot is a global consumer robot company that designs and builds thoughtful robots and intelligent home innovations that make life better. iRobot introduced the first Roomba robot vacuum in 2002. Today, iRobot is a global enterprise that has sold more than 50 million robots worldwide. iRobot’s product portfolio features technologies and advanced concepts in cleaning, mapping and navigation. Working from this portfolio, iRobot engineers are building robots and smart home devices to help consumers make their homes easier to maintain and healthier places to live. For more information about iRobot, please visit www.irobot.com

For iRobot Investors
Certain statements made in this press release that are not based on historical information are forward-looking statements which are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. This press release contains express or implied forward-looking statements relating to iRobot Corporation’s expectations concerning executive transitions and execution of the company’s strategy. These statements are neither promises nor guarantees, but are subject to a variety of risks and uncertainties, many of which are beyond our control, which could cause actual results to differ materially from those contemplated in these forward-looking statements. Existing and prospective investors are cautioned not to place undue reliance on these forward-looking statements, which speak only as of the date hereof. iRobot undertakes no obligation to update or revise the information contained in this press release, whether as a result of new information, future events or circumstances or otherwise. For additional disclosure regarding these and other risks faced by iRobot, see the disclosure contained in our public filings with the Securities and Exchange Commission including, without limitation, our most recent Annual Report on Form 10-K and Quarterly Reports on Form 10-Q.

 

View original content to download multimedia:https://www.prnewswire.com/news-releases/kevin-lanouette-named-senior-vice-president-and-general-counsel-302348314.html

SOURCE iRobot Corporation

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