AI adoption on the rise among SMEs but governance and skills lag behind [Video]

SMEs across New Zealand are outpacing many global counterparts in their adoption of artificial intelligence (AI), reaping significant benefits to revenue and productivity. However, new research also highlights critical challenges around governance, workforce readiness, and sustainable AI integration.

New insights from Salesforce’s Small & Medium Business Trends report reveal that 82 percent of Kiwi SMEs are experimenting with or actively using AI tools – well above the global average of 75 percent and APAC’s 63 percent. Among those implementing AI, an overwhelming 95 percent report increased earnings, particularly through optimising marketing campaigns, customer service automation, and personalised recommendations.

Adrian Towsey, Salesforce’s Area Vice President for Emerging SMBs in Australia & New Zealand, notes the tangible results already being achieved.

“Small to medium businesses across New Zealand are reporting overwhelmingly positive results from their early adoption of AI. Business leaders who have seized on early AI use cases – such as marketing optimisation and customer service – are scaling faster, …