AI for Business Success 2025-26: SMB View

Authors: Layne Haaksma, Senior Research Analyst; Robin Gareiss, CEO and Principal Analyst

AI has rapidly become a core part of most companies’ technology strategies, including small and medium-sized businesses (SMBs). For SMBs, as others, AI's use results in measurable improvements to their business success metrics, and significant increases in spending. Nearly every SMB is using AI in some form—either passively and more limited, or actively and extensive. Most have measured an ROI from their AI deployments already and are seeing value emerge in sales, operational costs, employee efficiency, and customer satisfaction. But despite AI’s success, there are some areas of concern. Discover what's working well for SMBs, and where improvement is needed.

Table of Contents

• About Metrigy + The Study
• AI Benefits & Value
• AI Adoption & Usage Patterns
• Strategy & Decision-Making
• Impact on Business Metrics & Cost
• Contact Center & AI Staffing
• Summary