BUSINESS SIZE: 1-999 EMPLOYEES
Small and midsize businesses
Growing businesses need to deliver enterprise-level service, without enterprise budgets. Find out how AI-powered automation, affordable support solutions, and smart scaling tools can help SMBs compete without compromising.
The 5 trends you need to know
Context-driven AI is changing the way companies approach CX, from more personalized data, to better decision-making, and beyond.
Trend 1
CX organizations invest in memory-rich AI to deliver true personalization at scale.
72%
of consumers say AI gives SMBs the best of both worlds: a personal touch with big-company efficiency.
Trend 2
AI-powered self-service accelerates consumer demand for instant resolutions.
86%
of consumers say responsiveness and accurate resolutions influence whether they purchase from a company/brand.
Trend 3
Multimodal support enables smooth, seamless interactions across different channels and media.
83%
of small-midsize CX leaders agree the next wave of AI in service is multimodal agents.
Trend 4
CX leaders rely on new AI metrics and access them via prompt-driven analytics.
2x
as many small-midsize CX leaders are set to adopt promptable analytics in the next 12–24 months.
Trend 5
More than ever, consumers demand the why behind AI decisions.
95%
of consumers expect an explanation from AI-made decisions.