We Asked AI: What Does the Future of Small Business Look Like?

We asked artificial intelligence (AI) what the future would look like for small and medium-sized businesses (SMBs), and the answer was both inspiring and practical:

“Small businesses will operate with the power of enterprise-scale tools. AI will automate routine tasks, personalize every customer interaction, and guide smarter decisions in real time. The playing field to compete with larger enterprise will be more level than ever.”

Imagine walking into your business 10 years from now. Your customer relationship management (CRM) is buzzing with sales leads acquired overnight, while your artificial intelligence (AI) assistant has already adjusted pricing strategy based on global market shifts. Customer inquiries from three time zones were resolved while you slept — each with personalized solutions. The morning report shows you’ve captured market share from competitors ten times your size, all because AI and your team work together perfectly.

Small business owners investing in AI today are setting themselves up to compete with anyone, no matter how big. They’re building businesses that get smarter every day. While others are still wondering if AI really works, these forward-thinking owners are already building their advantage. Here’s how you can join them.

What we’ll cover:

• SMBs: you’re looking at a bold, digital-first future
• Service has a whole new look with AI and automation
• FinTech leads the way in investments that power growth
• Data care is the new foundation for AI success
• AI CRMs are taking over
• How SMBs can prepare for an AI-powered future
• The future of all business starts with Salesforce

SMBs: You’re looking at a bold, AI-enabled future

According to the latest Small and Medium Business Trends Report, 91% of SMBs with AI say it boosts their revenue and they’re just getting started. Soon, being “small” won’t matter anymore for business. What will matter is how smart your business is. SMB owners today aren’t just hoping for better days ahead — they’re making them happen. 81% of leaders say they’re optimistic about the future, and they’re backing that optimism with real investment.

Smart SMBs are using AI to deliver tailored experiences to every customer, creating a personal touch at a scale that used to be impossible. 80% of businesses now recognize that customer experience is just as important as their actual products and services. Because what matters most to your customers isn’t just what you’re selling — it’s how they feel when they buy from you.  

What’s really exciting is that businesses are now selling to AI agents, too. AI agents, built right into your CRM tool, are evolving beyond recommendations to autonomously executing complex tasks like processing refunds, managing inventory, and approving pricing decisions. Other businesses are training AI to make purchasing decisions, opening up new ways to reach customers.

The divide is obvious. SMBs that focus on better customer experiences and smart tech are growing steadily, while those not leveraging AI are struggling to compete. It’s not about having the biggest budget, it’s about being smart with the tools available to everyone now.

Service has a whole new look with AI and automation

SMBs are adopting AI fast, and it’s changing how teams work. Daily to-dos like scheduling, follow-ups, and data entry are handled automatically, giving your team more time for strategic work. Your team lays the foundation of  strategy and the personal touch, while AI writes the first drafts of marketing copy. Smart recommendations show customers what they want, while your sales team focuses on closing bigger deals.

57% of SMBs primarily use it in the form of virtual customer service assistants. Tools like Agentforce are built specifically for businesses like yours to get started quickly. Take reMarkable, a growing Norwegian company that chose Agentforce to handle routine inquiries while their human team focuses on complex problem-solving. The result? They manage way more customer interactions while maintaining that premium experience.

The smartest move right now? Get your team certified in AI through Trailhead, Salesforce’s free online learning platform. Access courses, certifications, and hands-on training to level up your AI skills — your people become unstoppable when they understand how to work alongside AI.

FinTech leads the way in investments that power growth

We’re seeing a rise in financial technology (FinTech) and with that, other investments are increasing too. In fact, 76% are increasing their investment in digital tools, while only 5% are cutting back. The smart ones aren’t just buying technology — they’re investing strategically in what fuels accelerated growth. This strategic approach to tech spending is what separates successful SMBs from those just getting by.

The FinTech (r)evolution

The finance technology transformation is happening, and it isn’t just for big banks anymore. Modern solutions offer faster payment processing that gets you paid in seconds instead of days. Simplified access to loans means no more weeks of paperwork for financing. Real-time financial insights give you better control over cash flow, while embedded payment solutions let you accept payments anywhere, anytime. 

The digital economy is growing fast, and small businesses are right at the heart of it. In fact, 75% of SMBs say digital tools are essential to how they run things every day. As this shift continues, financial services are catching up — offering faster, more flexible tools built to help small and growing businesses move quickly and make better decisions.

Integration is everything

The future is integrated. No more switching between five different systems to get one simple answer. Growing SMBs understand that connected systems create smoother workflows and better customer experiences.

Here’s what successful integration looks like: your marketing messages target prospects that are actually buying your products because they’re pulling real sales data and personalizing it for a better experience. A customer places an order, your product catalog updates automatically, and the invoice is sent out without anyone lifting a finger. When customers call with questions, your AI assistant routes them to your service team, who instantly sees their complete purchase history and solves the issues. This is all due to integration, automation and AI.

Trust and security are top of mind

Strong security remains non-negotiable as protecting customer data becomes increasingly important. SMB owners need to build trust gradually, starting with low-risk AI tasks and expanding as systems prove reliable. Look for platforms that offer transparent data handling, clear audit trails, and the ability to override AI decisions when needed.

Trust is earned through consistent performance and verified through robust security measures like data encryption, compliance with standards like GDPR, and reliable uptime. The key is choosing solutions that let you maintain control while gradually expanding AI capabilities as your confidence grows.

Data care is the new foundation for AI success

You know about healthcare, now it’s time to think about data care. Just like taking care of your health keeps you strong and energized, taking care of your data keeps AI performing at its best. The numbers tell the story clearly: 74% of growing SMBs are increasing their data management investments, compared to just 47% of declining SMBs. That gap isn’t a coincidence.

Clean, accurate, and complete data isn’t just helpful — it’s what separates AI that transforms your business from AI that makes your team want to throw their computers out the window. Businesses that get this right are making smart moves:

• Investing in data hygiene: Regular cleaning and updating of customer information
• Breaking down data silos: Connecting information across departments
• Creating a single source of truth: One customer view across all touchpoints

When you get your data right, the results speak for themselves:

• Personalized experiences that convert: Know what customers want before they ask
• Faster decision-making: Real-time insights, not monthly reports
• Improved revenue: Target the right customers with the right offers

Sales, service, marketing, and commerce capabilities all work together in one CRM suite, allowing businesses to sell directly to customers while offering personalized discounts, smart sales support, efficient problem resolution, and email campaigns that people‌ want to receive.

Webinar: Become AI Ready: How Small Businesses Can Use AI to Work Smarter and Grow Faster

AI CRMs are taking over (in a good way)

If you’re not running an AI-backed customer management tool, it’s time. A modern AI CRM connects everything that matters most:

• Sales: Track deals, automate follow-ups, forecast accurately
• Service: Resolve customer issues faster with complete history
• Marketing: Create targeted promotional campaigns that work
• Commerce: Quickly set up and sell directly through integrated storefronts
• Operations: Collaborate on dashboards, analytics, and communicate to scale fast.

These tools take all your scattered business data and put it to work predicting what’s coming next. AI pulls information from your CRM — sales, and customer interactions — then uses smart technology to spot patterns you’d never catch on your own. Instead of guessing whether that big client might leave or which leads are worth chasing, you get real answers based on your actual data. Personalized dashboards show you exactly what matters most, and what to do next — no data science degree required.

AI agents are the hottest on the market

AI agents never sleep, handling customer inquiries around the clock while your team focuses on high-value work. Xendit, an Indonesian fintech company, has integrated AI into their operations and now resolves 67% of support tickets automatically. 

You can start building today, thanks to Agentforce. If you haven’t tried it yet, it’s a user-friendly AI platform that lets you create, customize, and launch AI agents to handle tasks in service, sales, and marketing automatically. Companies like 1-800 Accountant and OpenTable are using Agentforce to simplify complex processes and speed up revenue opportunities.

How SMBs can prepare for an AI-powered future

The AI transformation is happening and it’s best to be prepared (for all the good things). The question isn’t if you should get on board, but how to do it smartly. Here’s what works for businesses like yours.

Start with integrated, AI-ready platforms

The days of making a dozen disconnected tools work together are over. 76% of SMBs that increased their tech spending are committed to integrated solutions. These businesses learned the hard way that patchwork systems create more problems than they solve.

Salesforce Starter Suite gives you sales, service, commerce, and marketing in one platform with built-in AI, easy setup with guided onboarding, and the ability to scale as you grow. Everything talks to everything else from day one.

Set clear goals with smart guardrails

Define what success‌ looks like for your business — more sales, better service, increased efficiency. Establish data privacy and security protocols before you need them. Create guidelines for AI use that keep your brand’s voice consistent so customers still recognize you in every interaction.

Clean up your data foundation

When it comes to data, start with what you have and make it better. Tools like Data Cloud help unify information scattered across different systems. Focus on setting clear data standards, train teams to input and update information correctly, and use automation to catch duplicates or errors early. Clean, consistent data helps every team work smarter and delivers better results across the board.

Build a culture that embraces change

Encourage your team to experiment with new tools instead of fearing them. Celebrate wins and learn from challenges together. Invest in training through resources like Trailhead, which offers free learning paths for every role in your company.

The future of all business starts with Salesforce

The future of small business is digital, data-driven, and AI-enabled. SMBs that invest wisely in technology and data will stay competitive and we’re here for it.

So many business owners just like you have already embraced AI and integrated CRM solutions designed specifically for their growth needs. They’re seeing better customer experiences, more efficient operations, and stronger revenue growth because they made the smart choice early. AI and CRM solutions tailored for SMB growth are more accessible than ever before. Your competitors aren’t waiting, and neither should you.

Ready to speed up growth with AI and CRM? Start your journey with Starter Suite today. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations and try out Agentforce today.

AI supported the writers and editors who created this article.