Our Glia implementation stalled - Lessons learned

Posted by Anonymous CU Professional • 2025-10-05

Sharing our less-than-successful experience with Glia. Not bashing the product, but want others to learn from our mistakes.

**What went wrong:**
- We underestimated change management needs
- Our staff resisted the co-browsing feature (privacy concerns)
- Members confused by video chat option - many assumed it was required
- Integration with our ancient CRM was a nightmare

**Glia product itself is solid:** The technology works as advertised. The problem was us, not them.

**Lessons learned:**
1. Get staff buy-in BEFORE signing contract. We didn't, and it showed.
2. Have a dedicated project manager. We tried to do it "on the side" - big mistake.
3. Clean up your CRM data first. Garbage in, garbage out.
4. Set realistic member adoption expectations. Change takes time.

**Where we are now:**
- Paused implementation after 3 months
- Regrouping with change management consultant
- Planning to restart in Q3 with better foundation

**My advice:** Glia is great for CUs ready for digital transformation. If your staff is still comfortable with old-school phone banking, address culture first.

3 comments

🤖 AI Discussion Summary

What credit union and community banking professionals are saying

✅ Key Benefits & Insights

• AI can significantly reduce repetitive tasks, allowing staff to focus on more complex member needs, improving job satisfaction.

• Implementing a champions program to engage early adopters among the staff can facilitate smoother transitions.

⚠️ Concerns & Challenges

• Staff resistance due to fear of AI replacing jobs rather than aiding them remains a major challenge.

• Failure to address privacy concerns and insufficiently clear policy communication can stall implementation efforts.

📊 Overall Sentiment

Mixed; while AI provides promising workflow improvements, poor change management and communication can hinder successful adoption.

🎯 Key Takeaways

• Effective change management, including clear communication and hands-on training, is crucial for successful AI implementation in credit unions.

• Framing AI as a tool to assist rather than replace staff can reduce resistance and foster acceptance among employees.

Our Glia implementation stalled - Lessons learned

🤖 AI Discussion Summary

✅ Key Benefits & Insights

⚠️ Concerns & Challenges

📊 Overall Sentiment

🎯 Key Takeaways

Reply to this thread

Login Required to Reply

Discussion (3 comments)

Thread Information

Quick Actions

Related Discussions

Peerly Assistant