What keeps small to medium-sized business (SMB) owners up at night? Enterprises, mostly.
But we’ve uncovered the key to levelling the playing field and enabling growth: AI. Two-thirds
(66%) of consumers believe the use of AI can help smaller businesses compete with larger
companies in terms of customer service.
What else will set businesses of this size apart from the competition? We asked more than
5,000 consumers, over 1,200 business leaders and over 350 SMB agents – and what they told
us revealed the differences between Trendsetters and Traditionalists.
As you navigate integrating AI into your CX strategy, here are the five trends you need to know
to achieve quicker resolutions, foster deeper customer relationships and scale without adding
significant operational costs – or losing the human element.
