Small and medium-sized businesses are entering a new era of competitiveness, powered by artificial intelligence. According to Salesforce’s latest Small and Medium Business Trends Report, 91% of SMBs using AI have seen revenue growth, with 81% backing this optimism through active investment.
AI is transforming how SMBs operate—automating routine tasks, enabling personalised customer experiences and supporting faster, smarter decisions. Within CRM systems, AI agents now autonomously handle processes such as inventory management, pricing approvals and refunds, previously the preserve of large-scale enterprises.
Customer experience remains a top priority, with 80% of SMBs recognising its equal importance to product quality. AI tools are helping businesses scale tailored experiences by integrating sales, marketing, service and commerce through unified CRM platforms, streamlining operations and enhancing loyalty.
FinTech is another key enabler. Innovations in payment processing, cash flow management and embedded finance allow SMBs to operate more flexibly. With 76% of businesses increasing investment in digital tools, the focus is on platforms that enable scale—not just technology for its own sake.
However, challenges persist. Just 12% of SMBs have invested in AI training, and nearly a third cite the lack of skills as a major hurdle. Smaller firms, in particular, report lower confidence in adopting AI, prompting calls for national strategies to boost AI literacy and workforce capability.
Security and trust are essential. Experts advise starting with low-risk AI tasks and ensuring transparency, GDPR compliance and human oversight are built into systems. Data quality is equally vital. SMBs that unify and clean their data are unlocking powerful insights and achieving measurable performance gains.
The rise of virtual service assistants is already improving productivity, freeing teams to focus on higher-value tasks. Tools like Salesforce’s Agentforce enable increased customer capacity without compromising service. Meanwhile, AI is also reshaping internal structures, supporting leaner management while raising questions about the balance between automation and human leadership.
Salesforce’s Starter Suite and free Trailhead training platform offer accessible entry points for SMBs looking to scale with AI. Yet 43% of UK SMEs still lack formal AI plans, highlighting the need for wider ecosystem support and practical guidance.
In a marketplace where agility increasingly outweighs size, AI offers SMBs a path to punch above their weight. With the right investments in platforms, people and data, smaller firms can compete—and win—in the AI-driven economy.
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