SMEs in Australia and New Zealand are preparing for 2026 with a greater focus on quality of growth, customer service and productivity as business owners deploy artificial intelligence tools and reevaluate how they operate.
Business owners are entering the new year with staffing constraints, shifts in marketing channels, and increased use of AI in daily operations. Many companies are rethinking their plans with a focus on clearer financial goals, more structured service standards, and streamlined internal systems.
Thryv Australia and New Zealand director Elise Balsillie said the end of the year would be a reset point for many carriers. “As the year draws to a close, Australian and New Zealand small business owners are reassessing their marketing plans and the tools they need to succeed in 2026,” Mr Balsillie said.
Balsilly said owners are evaluating technology differently now than they did a year ago. “Small business owners have become much more knowledgeable, and AI is now a critical part of how many businesses operate. At the same time, staffing remains a barrier to growth, making tools that support productivity increasingly important.”
growth, service and productivity
Thryv works with small and medium-sized businesses in both countries and reports three recurring themes in its current plans: growth, service and productivity.
“Growth remains a key focus, but business owners are approaching growth more cautiously,” Balsillie said. “They are considering how to optimize their revenue projections for 2026 while ensuring cost-effective and sustainable growth.”
Customer service is also central to the owners' plans. In a cautious economic environment, many people are placing more importance on reviews and repeat business. “Small business owners know that meeting customer expectations, delivering a great experience, and earning a strong reputation can have a direct impact on their business performance next year,” Balsilly said.
Productivity is considered as another priority alongside these goals. Owners spend a lot of time managing and maintaining their equipment, and many are reevaluating which tools to keep and which to cut.
“Business owners are investing more and more time into their businesses and are actively looking for ways to remove clutter, block out noise and work more efficiently,” Balsilly said.
AI in everyday work
The rapid development of AI and digital tools over the past year is changing the way small and medium-sized businesses view their competitive position. Many owners are now using AI for marketing content, customer communications, and response processing.
“I think 2026 will be an exciting year for small and medium-sized businesses,” Balsillie said. “Small businesses can now compete more effectively with large corporations and franchise businesses.”
Interest in new software and online platforms continues to grow, she said. “Small business owners are increasingly technology-savvy and are embracing tools that support their growth,” Balsilly says. “You can easily respond to reviews, often with just a few prompts, and create high-quality marketing materials with little effort.”
Optimism despite uncertainty
Economic conditions remain uncertain in both markets, with continued cost and wage pressures. Many operators are still looking forward to stronger trading next year and remain motivated to invest in their skills and systems.
“Most of the small business owners we work with are optimistic about 2026,” Balsilly said. “They are focused on growing their business, making the most of the current market conditions and continuing to invest in their business and themselves.”
Owner's aspirations for 2026
Individual business owners have specific aspirations for next year. Their plan shows a combination of geographic expansion, process discipline, and advanced use of social media.
For Craft Homes, a New Zealand-based company with operations across Raglan and the Waikato region, 2026 will be centered around solid growth and a sharper internal focus. “Craft Homes aims to enter the new year with a focus on sustainable growth within the Raglan-Waikato region, reinforcing the specialness of this business,” co-founder Catriona Tisley said.
The firm hopes to expand its design practice, with a focus on building performance and staff development. “Our goals include expanding the design and construction side of the firm and providing our clients with designs focused on building performance and indoor air quality. As we grow, we remain committed to supporting and developing our team, ensuring they feel valued, motivated, and equipped with the skills to build high-performance homes,” Tisley said.
After one year of operation, Precision Epoxy Flooring in Victoria, Australia, is planning its next phase. Founder John “Woody” Wood said he entered the market with a step-by-step plan in mind. “After extensive research, I launched Precision Epoxy Flooring in April 2025 with clear growth plans,” Wood said. “We currently have one truck and two vans servicing Warrnambool and Geelong and are at an exciting time with real opportunities to continue building the business to the next level.”
Mr. Wood is now looking to improve the company's structure while exploring expansion through a franchise-style approach. “My determination is to grow our hybrid franchise model while making solid adjustments to the business,” Wood said. “Our focus now is to build systems and structures that allow us to scale while growing our reputation and presenting our business in a more personal way. Next year is about growing with purpose and establishing a long-term business, with Instagram playing a pivotal role.”
Year-end checklist
With trading in many sectors at a standstill over the Christmas period, advisers are urging business owners to review their operations and clarify next steps before business picks up again.
“We will take time during the Christmas downturn to assess the business,” Balsillie said. “Look back at what actually went well in 2025 and be honest about where things didn't go as planned.”
She said owners should start with the biggest problems rather than small inefficiencies. “As a business owner, there are always issues that keep me up at night,” says Balsillie. “Start there and focus on solving your biggest problems first to launch your business for the year ahead with clarity and confidence.”
