Salesforce, a global leader in customer relationship management (CRM), has unveiled its latest Small & Medium Business Trends Report. The study highlights insights from 3,350 SME leaders across 26 countries, including 75 leaders from the UAE.
Key Insights on AI Adoption in UAE SMEs
Small and medium-sized businesses in the UAE shared three main reasons for adopting AI:
- Predictive forecasting for sales
- Lead prioritization (both ranked as top reasons)
- Natural language search tools
However, 64% of SME leaders in the UAE worry their businesses might fall behind in AI adoption, compared to 51% globally.
Globally, 75% of SMEs are already experimenting with or have implemented AI, reporting benefits in revenue growth, productivity, and customer experience. In the UAE, this number is even higher, with 87% of SMEs actively using or testing AI tools.
Managing Technology Challenges
As technology evolves rapidly, SME leaders face increasing pressure to manage their tools effectively. In the UAE:
- 57% of SME leaders say it’s difficult to keep up with changing technologies (compared to 68% globally).
- 49% feel they don’t have enough time to fully understand all the tech they use (44% globally).
- 77% believe improving data quality would drive higher revenue (compared to 80% globally).
Trust and Tech Investments
With consumer trust hitting low levels, SMEs are looking for trusted technology partners. In the UAE:
- 72% of SMEs are willing to spend more on tech from reliable vendors (compared to 81% globally).
Concerns About AI
For UAE SMEs, top concerns about AI include:
- Security risks
- Ethical issues
- Poor integration with current systems
Expert Perspective
Thierry Nicault, Area Vice President and General Manager at Salesforce Middle East, said:
“SMEs in the UAE are actively experimenting with AI to stay ahead and improve business operations while enhancing customer service. However, many leaders here, like their global peers, worry about the rapid pace of AI development, especially around security and ethics. At Salesforce, we are committed to supporting SMEs in the Middle East to adopt AI in a way that is safe, ethical, and effective.”
