SMBs are major drivers of economic growth, representing more than 90% of the business population, 60%–70% of employment, and 55% of GDP in developed economies. So while the businesses may be small, their collective impact is mighty. 

We spoke to more than 2000 SMB leaders and owners across the globe for our latest Small & Medium Business Trends Report – in a three-part infographic series, we’re diving into the findings. Here’s part two.

SMB leaders are an optimistic lot but know they’ve got their work cut out for them when it comes to keeping up with customer expectations. 

Securing new customers and keeping them satisfied is at the heart of business success. Delivering amazing CX and building trust demands innovative solutions and a finger on the pulse of trends and new technologies. 

Enterprises might have the upper hand when it comes to resources but that’s not stopping SMBs from having a red hot go, and using emerging technology to level the playing field. 

Let’s take a closer look at the challenges SMB leaders are facing and the solutions they’re turning to in the race to win and keep customers.


Check out part one: Demographics shape entrepreneur experience and part three: Customer experience.

For more insights on SMBs across ANZ and globally, download the third edition Small & Medium Business Trends Report.