Small and mid-sized businesses amplify lean teams and deliver personalized CX with contextual intelligence

With limited staff and resources, small and mid sized business (SMB) owners can’t afford friction or wasted effort. From answering a quick product question to resolving a service issue, every interaction counts.

We surveyed more than 6,000 SMB consumers, over 2,000 SMB leaders, and nearly 700 SMB agents across 22 countries—and the data is clear: contextual intelligence is an SMB’s competitive edge. In fact, 71% of consumers believe the use of AI by smaller businesses can help level the playing field with larger companies in terms of customer service.