It is becoming clear that small and medium-sized enterprises (SMEs) are adopting artificial intelligence (AI) at a much slower pace, with many adopting the technology prior to establishing a management framework.
The danger with this technology has always been that it gets rolled out before customers have guardrails in place to protect their data and reduce complexity. The emergence of AI agents also adds to the challenge for those trying to track the impact of technology.
Pax8’s research highlights the need for small and medium-sized businesses to receive assistance with AI management and outlines clear opportunities for companies within the channel with skills in the field.
The cloud marketplace specialist has shared its first quarterly Pax8 Pulse to understand what’s happening with its small business customer base. The survey results are based on responses from the US, but will reflect the experience of many UK businesses.
The report not only found that many customers were rushing to implement AI without establishing a governance framework to handle the technology, but also revealed a gap in attitudes toward artificial intelligence among executives and department heads, with the latter expressing a need for more urgency in implementing the technology.
According to Pax8, the problem posed by a fragmented view of AI is that it has created risks posed by fragmented deployments and possible integration failures.
“Small businesses are at a critical inflection point,” said Nick Headey, president and chief commerce officer at Pax8. “Although AI adoption is rapidly accelerating, many small and medium-sized businesses are implementing tools without the governance framework, integration strategy, and internal alignment needed to maximize value and minimize risk. Successful companies are not necessarily the earliest adopters; they are building their strategy along with their capabilities.”
AI investment
With AI seen as essential to competitiveness, small and medium-sized businesses are investing in the technology, with nearly half increasing their investment in tools over the past year.
However, given the operational challenges, there is an opportunity to step in and help customers at the end of the channel, especially managed service providers focused on providing intelligence support.
According to Pax8, the majority of small and medium-sized businesses (84%) believe they will work with a trusted advisor to help them implement AI, and 70% admit they will need to tap outside expertise to really reap the benefits of the technology.
Almost everyone questioned felt confident that they could find a partner that met their needs, highlighting the extent to which their partner already attracts the attention of many users.
Pax8 has encouraged this channel to evolve into a managed intelligence provider in order to remain competitive and stay ahead of general service providers.
Headey cited Pulse’s research as further evidence of the benefits of making that change and moving up the value chain.
“The opportunity for MSPs to evolve into managed intelligence providers has never been clearer,” he said.
“SMBs aren’t just looking for a product; they’re looking for a partner who can help them build an AI strategy, curate and orchestrate intelligent systems, and confidently implement them. MSPs who recognize this shift and position themselves as strategic advisors rather than IT support will be successful. Trust is the product, and channels are uniquely positioned to deliver it.”
