10 must-know small business tech trends for 2026

Between increased competition and changing customer expectations, every small business needs to evolve to maintain a competitive edge. Embracing new business technology is one way to do that, and according to McKinsey’s 2025 AI in the workplace report, an overwhelming 99% of small and medium-sized business leaders are familiar with using or experimenting with AI.

From unified communication platforms to AI tools, technological advancements are changing how we work. We explored recent data, conducted our own research, and consulted our in-house experts to round up the trends shaping small business technology as we enter 2026.

AI adoption has grown rapidly over the past few years for both employees and leaders. Two-thirds of small business owners surveyed by The SMB Group say that AI has already had a very big or modest impact on their businesses to date, with more than three-quarters expecting this level of impact in two years.  

Consider how AI has become a part of our daily routines: chatbots that assist with customer service, personalized recommendations on streaming platforms, the route optimization behind ride-sharing apps, and even the virtual backgrounds and noise suppression features in video conferencing tools like Zoom. 

These are just a few examples of how AI has grown over time from a buzzword to a variety of tools revolutionizing industries and improving our lives. These days, AI tools like Zoom AI Companion can analyze vast amounts of data to:

• Provide brainstorming input: Generative AI can contribute to the brainstorming process by providing input based on your requests.
• Summarize documents: Instead of dedicating a large amount of time to summarizing documents, you can leverage AI tools to generate summaries in a fraction of the time.
• Take automated and detailed meeting notes: Meetings can be stressful without the added responsibility of note-taking. AI can automate that task so that you can focus on the conversation at hand.
• Conduct advanced search: Instead of diving into channel histories, conversations with colleagues, and pinned notes, AI-first search can quickly go through channels and resources on your platform to find the information you need.

Our research found that 84% of leaders believe that AI has had a positive effect on their organization’s productivity. AI tools such as those used for automation, decision-making processes, and other time-saving tasks can help businesses with their productivity.

We’re seeing that play out in practice: More than half of SMBs (53%) are already using AI and another 29% plan to start by 2026, with most pointing to faster growth and clear ROI within the first year.

For AI-forward SMBs/solopreneurs, 98% say AI is essential to growth, and 81% say it plays a critical/major role. 91% report ROI within a year, with benefits like:

• Cost reductions (82%)
• Higher customer acquisition (91%)
• Improved retention (87%)

Despite advancements in small business technology like AI, there’s still a strong need for human involvement in customer service. AI can handle certain tasks, but it can’t fully replace the empathy and understanding that humans bring to customer experience.

Customers want a personal connection, from the first interaction to troubleshooting and issue resolution. Recent research commissioned by Zoom and conducted by Morning Consult revealed that 89% of respondents expect agents to be friendly and 90% expect them to be knowledgeable. This suggests that while AI can do a lot for the customer experience, it should not replace human interaction altogether. 

Even as adoption rises, 33% of SMBs worry about bad or misleading information from AI — another reminder that AI should augment, not replace, great service.

In recent years, the cost of AI technology has dropped significantly, making it more accessible to small businesses: 53% of SMBs already use AI and 29% plan to adopt within a year. Among adopters, the top cited benefit is improved data analysis and decision-making (43%), followed by summarizing information and eliminating repetitive tasks (both 31%)

This is largely due to advancements in hardware innovations, cloud computing, and open-source platforms. For one, the hardware that’s capable of handling AI functionalities is cheaper and more accessible than ever before. It’s also important to note that flexible payment models offered by cloud solutions make it easier and more affordable for small businesses to break past the cost barrier. Additionally, AI tools aren’t as expensive to make as they used to be, with techniques like transfer learning — in which AI models draw knowledge from pre-trained models — contributing to lowering the overall cost of AI solutions. 

The availability of affordable AI tools and platforms has made it easier for SMBs to experiment with and implement AI solutions. Cloud-based AI services like Zoom AI Companion offer a flexible and cost-effective way for businesses to access AI capabilities without significant upfront investment. In fact, Zoom AI Companion is available at no additional cost with paid Zoom plans*.

*AI Companion may not be available for all regions and industry verticals

Cloud contact center software has experienced significant growth in the past five years, transforming the way businesses interact with their customers. This shift is driven by several factors, including the desire for greater flexibility, scalability, and cost-effectiveness. The cloud-based contact center market was valued at over $34.66 billion in 2025 and is projected to grow to $295.49 billion by 2035.

Cloud-based solutions allow businesses to quickly scale up their operations to meet changing customer demands, serving as an essential technology for business growth while also reducing the need for significant upfront investments. Cloud contact center software makes it easier than ever for SMBs to offer robust customer service, including self-service and live chatbots, advanced call queues, and scheduled callbacks, which used to require a significant on-prem investment. This means contact center-style service with up to 24/7 coverage is no longer exclusive to larger businesses. 

Streamlined processes are also a key factor driving the adoption of cloud contact center software among other new technologies, as SMBs are increasingly seeking solutions that can simplify operations and meet their long-term needs. According to McKinsey’s 2025 report, 92% of companies plan to increase their AI investments over the next three years.

Tech for small businesses goes beyond operational productivity and generative AI tools. Despite the growing threat of cyberattacks, many small businesses remain vulnerable to security breaches. While nearly a quarter of SMB owners and decision-makers (74%) are at least somewhat confident in their current cybersecurity measures, only 58% say their business offers employees cybersecurity training. This indicates a significant gap between perceived security and actual preparedness.

Small businesses are particularly attractive targets for cybercriminals due to their often-limited resources and security measures. Attackers may exploit vulnerabilities in their IT infrastructure or employ phishing scams or social engineering tactics to gain unauthorized access to sensitive data. As AI rolls into more workflows, that focus only grows — 42% of SMBs cite data security and privacy as their biggest consideration when adopting new AI features

The consequences of a cyberattack can be devastating for a small business, including financial loss, reputational damage, and operational disruption. It’s essential for SMBs to choose communication and collaboration tools from trusted providers that prioritize cybersecurity, and invest in measures to protect themselves from these threats.

The increase in remote and flexible work has created a surge in demand for collaboration, communication, and productivity technology.

The global team collaboration software market is projected to grow from $24.63 billion in 2024 to $60.38 billion by 2032. This growth is driven by factors such as the increasing popularity of remote work, the rising adoption of cloud-based collaboration solutions, and the growing need for real-time communication and collaboration tools.

Remote work demands that businesses have the right tech to help teams work together, even when physically apart. Tools like video conferencing, team chat, and project management software have become essential for maintaining productivity and fostering a sense of team cohesion.

We’re also seeing tangible time back when AI is built into collaboration tools: one team reports saving up to 8 hours per week on meeting notes, while another cuts post-meeting wrap-ups to approximately 45 minutes.

For industries like retail and hospitality, where remote work is less common, technology for small business owners is critical for managing operations on the go. Unified communication software on mobile devices helps them keep necessary contacts, notes, and documents at their fingertips.

While the importance of customer-centric technology can’t be overstated, many small businesses are prioritizing investments in operational efficiency tools. This reflects a focus on streamlining processes, improving productivity, and reducing costs.

According to a 2024 SMB Group report, the top strategic initiative for small and medium-sized businesses is investing in new technology to automate and streamline operations.

While customer-centric technologies are also valuable, SMBs may prioritize operational efficiency tools as a foundation for building a strong business before investing in stronger customer experience (CX) tools.

Nearly 9 in 10 SMB owners and decision-makers (84%) expressed concern about the state of the U.S. economy in August 2024, highlighting widespread anxiety surrounding the economic landscape. Additionally, more than 4 in 5 business leaders are concerned about the impact of the current economic conditions on small businesses in the U.S. and the global economy.

Despite these broader economic concerns, only 54% of business leaders feel concerned about their own job security. This suggests that while individuals may be apprehensive about the overall economic situation, they remain relatively confident in their own employment prospects.

Hardware advancements are playing a crucial role in supporting the development and widespread adoption of AI.

Hardware vendors are beginning to develop AI PCs, adding neural processing units to the computer to support the graphics processing unit (GPU). For small business owners, this means equipment that is more performant and better suited to run AI applications. As the hardware systems to support AI become more mature, this will also help decrease the cost of AI, making it more accessible.

The past couple of years have set the stage for an exciting future in small business technology. Collaboration solutions, customer support tools, and AI-first features are set to transform the workplace even more.

Due to rising operational costs, new regulations, and different customer expectations, sustainability is becoming a core part of business strategy for many businesses. For small and medium-sized businesses, adopting sustainable technology is a practical way to manage costs and gain a competitive edge.

Sustainable technology helps businesses save money and grow revenue by reducing energy use and waste. At the same time, many customers prefer to buy from eco-conscious brands. Research from McKinley suggests that most consumers would change their habits to lessen their environmental impact, and brands committed to sustainability have grown much faster than others.

Small businesses can start with a few simple ideas that have a high impact, such as:

• Embracing digital collaboration: Virtual collaboration platforms and project management tools help reduce the carbon footprint associated with travel and daily commutes.
• Measuring your impact: To make sustainability a core business goal, it’s essential to track it. Modern sustainability analytics software can help measure a company’s carbon footprint, energy use, and waste, providing clear data to guide strategy and showcase commitment.
• Optimizing your digital footprint: Choosing a green web hosting provider that uses renewable energy for its data centers can significantly reduce your company’s carbon emissions.
• Rethinking the supply chain: For businesses that produce or sell physical goods, partnering with eco-friendly suppliers and using biodegradable or recycled packaging can reduce waste and appeal to environmentally conscious customers.

Technology is continually evolving, from the rise of AI and cloud software to the increasing demand for robust collaboration tools. For small to medium businesses, keeping up with trends is essential for improving efficiency, meeting customer expectations, and maintaining a competitive advantage.

Zoom Workplace integrates your team’s communication and collaboration tools into a single, AI-first platform. Discover how Zoom Workplace’s integrated approach to docs, video meetings, and chat can help your business adapt to new challenges and prepare for future growth.

Here are some frequently asked questions small business owners may have as we head into 2026.

What tech does a small business need?

Small businesses need a well-structured tech stack that includes communication and collaboration tools (email, video conferencing, chat, project management software), customer relationship management software, accounting and financial tools, marketing automation tools, cybersecurity tools, and more.

What are the three biggest technology trends impacting businesses today?

A few technology trends impacting businesses today are the growth of AI tools, the rise of cloud-based solutions, and hardware advancements to accommodate AI.

What technology is going to be critical to your business in the next 6 months?

The critical technology for your business in the next six months will depend on your specific needs and goals, but some emerging technologies to consider include AI-first chatbots, search, and robust collaboration software.

What is an IT strategy for small businesses?

An IT strategy is a roadmap that outlines a small business’s technology goals and how to achieve them. It should include a technology needs assessment, budget allocation, security measures, and implementation plans.

What are the key cybersecurity concerns for small businesses in 2026?

Small businesses are frequent targets for cybercriminals, a risk now heightened by AI, which can create more sophisticated phishing and ransomware attacks. The expansion of remote work and cloud services introduces new security considerations for businesses. The modern work environment calls for continuous employee training to help protect against severe financial and operational disruption.

What specific AI platforms are most effective for small business support?

The most effective AI-powered platforms for small businesses are those that offer a suite of products to automate different daily tasks to enhance productivity, such as Zoom Workplace. AI assistants can help brainstorm, summarize documents, and take detailed meeting notes. AI-first search functions can save time by locating details across chats, documents, and transcripts.