Technology services provider ECI says SMB principals are bullish on AI, but many are not yet prepared to turn it into measurable outcomes.
That was one of the key takeaways from ECI’s newly released AI Readiness Report: Data, Trends and Real-World Challenges, which was based on a survey of more than 550 SMB leaders across the US, Canada and Australia.
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.
Key findings from the survey—which details where AI is being applied and what is blocking progress—include:
- Optimism is high, execution is uneven: More than 70% of SMB leaders hold a positive view of AI, but adoption and maturity are uneven.
- Demand is concentrated in core operations: Among SMBs using or planning to adopt AI, 60% identified data analysis and reporting as a key focus, followed by content creation and marketing at an average of 49%, customer service at 42% and inventory management at approximately 34%.
- Results are not guaranteed: Nearly 40% of respondents said they have not yet seen measurable results from AI initiatives.
- Readiness gaps are a bottleneck: Lack of in-house expertise, data readiness and clarity on where to begin are the main barriers to adoption.
- Pressure is accelerating timelines: Leaders in manufacturing, field service and distribution reported heightened urgency driven by labor shortages and ongoing operational challenges.
“SMBs aren’t asking if AI matters anymore, they’re asking how to get results without adding risk,” said Brian Winters, chief product officer at ECI. “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.”