SMB leaders are bullish on AI, and many are not prepared to turn it into measurable outcomes, according to AI Readiness Report: Data, Trends, and Real-World Challenges from ECI Software Solutions.
With labor shortages and operational complexity rising across manufacturing, distribution, and field service, SMBs are looking to AI for relief, but gaps in data readiness and internal expertise are slowing adoption and impact.
“SMBs aren’t asking if AI matters anymore, they’re asking how to get results without adding risk,” says Brian Winters, chief product officer, ECI Software Solutions. “What this research makes clear is that success depends less on ambition and more on readiness. AI has to fit into existing workflows, work with the data teams already have, and prove value quickly to earn trust.”
Key takeaways:
- More than 70% of SMB leaders hold a positive view of AI, but adoption and maturity are uneven.
- Among SMBs using or planning to adopt AI, 60% identified data analysis and reporting as a top focus, followed by content creation and marketing at an average of 49%, customer service at 42%, and inventory management at approximately 34%.
- Nearly 40% say they have not yet seen measurable results from AI initiatives.
- Lack of in-house expertise, data readiness, and clarity on where to begin as the top barriers to adoption.
- Leaders in manufacturing, field service, and distribution reported heightened urgency driven by labor shortages and ongoing operational challenges.
