Mapping Your AI Journey: Understanding Your Readiness with Our AI Maturity Model

AI/ ML Automation

April 10, 2025

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Do you think you’re ready to unlock AI’s full potential to grow your ecommerce business? It’s something a lot of business leaders are thinking about, but frankly, not everyone is at the same stage.

AI is a new, exciting frontier, and at IM Digital, we definitely encourage you to learn and experiment –– but with a caveat. You should assess how mature your company’s capabilities and use cases are for leveraging (or maybe creating) AI solutions.

This is where the AI Maturity Model comes into play. We developed a framework to help you understand where your organization currently stands, and how to build a roadmap for sustained growth and success.

First things first. Think about your commerce business. How did you get started? What challenges did you face? What about mistakes? What did you learn from all this? Building a successful business is an iterative journey. You’ll encounter challenges, celebrate wins, and get stuck occasionally. That’s okay! But just like you built successes in the past, you can evolve with AI.

The AI Maturity Model

Assessing Your AI Maturity

To get a sense of where you are on this journey, ask yourself a few questions to see what maturity level your business currently stands:

Crawl:

Are you using any AI tools for customer support?
Are these tools stand-alone or integrated into your existing processes?
Is there a clear understanding of how AI can benefit your customer support team?

Walk:

Are you developing your own AI solutions?
Do you have dedicated AI experts within your organization?
Are you using data analytics to understand customer behavior and improve customer support?

Run:

Do you have a centralized data repository for customer support?
Are AI projects integrated into your overall business strategy?
Are you implementing risk management practices to ensure responsible AI deployment?
Do you have a clear understanding of the ethical implications of using AI?

Fly:

Are you considered a leader in AI for customer support within your industry?
Are you constantly innovating and pushing the boundaries of AI?
Is AI a core value that drives your organization?
Do you have a robust AI governance framework and a clear AI strategy?

These are just some initial questions to get you thinking strategically. Our AI Maturity Model goes into much more depth into each of these levels in our ebook, How to Thrive in the Ecommerce AI Revolution.

If you're interested in a more thorough AI readiness assessment, get in touch with us directly for a 1:1 consultation. We can help you understand how your organization can start leveraging AI to solve real problems you're facing and create tangible growth.

As Head of AI at IM Digital, Alan Kent brings extensive experience in building and scaling complex systems. A seasoned software architect and leader, Alan offers a pragmatic vision for implementing AI to achieve tangible results.