Artificial intelligence (AI) is revolutionizing the contact center and IT service desk sectors, yet many organizations are just beginning to navigate this transformative journey. While AI promises enhanced workforce efficiency and improved customer value, achieving full integration and maturity is no easy feat. Our AI readiness and maturity assessments have uncovered key trends and challenges, showing that while AI is seen as a critical driver for success, many businesses still rate themselves low in their ability to deploy and manage AI effectively. This Insider’s Guide explores the essential components of AI maturity, offering a roadmap to bridge the gap between current capabilities and future potential.