CX Trends 2026 - small and midsized businesses

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. 

As you elevate your customer experience with intelligent AI solutions, here are the five trends you need to know to deliver CX that amplifies the capabilities of lean teams – making service feel as professional and polished as enterprise competitors, while still delivering the authentic, approachable experience customers expect from a local brand.