A new report from the National Federation of Independent Business reveals that while 82% of small business owners have websites, only 19% accept payments online. The report highlights a growing interest in artificial intelligence, with 24% of small employers currently using AI via products like ChatGPT and Canva, although adoption varies significantly by company size. In practical terms, nearly 29% of respondents leverage AI for communication tasks, and 27% use it for marketing. Additionally, there’s a desire among many small business owners to improve operational efficiency through technology. More than half (57%) reported introducing new or significantly improved technologies within the past two years, a vital step toward maintaining competitiveness. Despite 65% of respondents believing that new technology helps them remain competitive, only 11% feel it allows them to outperform competitors. The report indicates a pressing need for improved technology to enhance competitiveness, with 98% of AI users reporting no change in employment numbers, suggesting that technology adoption does not necessarily lead to job losses.
Friend of the pod Jay McBain highlighted that Agentic Artificial Intelligence is the biggest growth opportunity in the technology industry for partners over the next three to five years. According to Canalys, a research firm that is part of Omdia, the market is projected to grow at a compound annual growth rate of 59.3%, reaching over $158 billion in services revenue by 2028. However, the opportunities offered by Agentic AI vary greatly across different market segments. In the large enterprise and public sector, the focus will be on building ecosystems that connect major platforms from hyperscalers like Amazon Web Services, Microsoft, and Google. Meanwhile, small and medium-sized businesses are expected to adopt Agentic AI mainly through Software as a Service solutions, working with platforms like Salesforce and Workday.
A recent report from Gartner shows that 40 percent of agentic artificial intelligence projects are expected to be canceled within two years, as many of these tools are simply rebranded robotic process automation solutions and chatbots. The consultancy states that rising costs, a lack of return on investment, and immature use cases are major reasons for this trend. According to Gartner, only 19 percent of organizations have made significant investments in agentic AI, while 42 percent have taken a more cautious approach. Anushree Verma, Senior Director Analyst at Gartner, expressed concern that many current projects are driven by hype rather than practical use, stating that organizations need to “cut through the hype” to make informed decisions about the technology. The report suggests that while many agentic AI proposals currently lack significant value, genuine tools are expected to provide real benefits to enterprises in the future.
Why do we care?
This isn’t about jumping on another AI bandwagon. The real signal is SMBs’ desire for operational efficiency and willingness to invest in technologies that solve specific pain points.
82% of small businesses have a website, yet only 19% accept payments online. This is a glaring disconnect in digital maturity. This highlights an underserved need for integrated eCommerce solutions for IT service providers—not just the technical ability to accept payments, but secure, user-friendly platforms that align with SMB workflows. Consider how many more businesses should be able to deliver their services online… including yours.
For IT services firms, the play is practical AI enablement and SaaS integration—not building AI tools but guiding SMBs through thoughtful adoption:
- Focus on low-risk, high-impact AI solutions (automated reporting, customer response bots, basic workflow automations).
- Position yourself as an AI guide, helping SMBs “cut through the hype” and avoid failed projects.
- Package offerings around business outcomes, not technology features—this is how to differentiate.
Agentic AI may well be transformative, but the winners in the channel will be those who help SMBs extract real value while avoiding the 40% project failure cliff Gartner warns about.