By Rick DeLisi, lead research analyst for Digital Customer Service at Glia. Glia were finalists in the 'Best Use of AI in Customer Service' award at The 2025 AI Awards. AI is quickly becoming a fixture in most contact centers. Yet for many, the full value of AI isn’t being fully realized. The unfiltered truth: this isn’t a failure of the technology, but a maturity problem in the way companies are implementing AI. New research from Glia and Metric Sherpa shows AI adoption has surged among fintechs, SaaS providers, and financial institutions, but the operating models and [...]