This study explores the role of digital and smart technologies in cultural heritage organizations, particularly museums, in promoting sustainability and social inclusion. The rapid advancement of digital tools and smart technologies, accelerated by the COVID-19 pandemic, has shown their potential to overcome barriers and support the ambitious goals of the UN Agenda 2030. However, the widespread adoption and integration of these technologies present complex challenges for managers and policymakers. In the context of Italian museums, the use of innovative technologies for sustainability and social inclusion is still in its early stages and underutilized. Through a literature review and multiple case study analysis, this research examines the adoption of digital tools and smart technologies, including Artificial Intelligence, in leading Italian museums. The findings offer valuable insights to guide future research in this area.