SME CX: What They Actually Buy — and What They Won’t Pay For

The SME segment remains one of the most active and competitive areas of the CX market, but purchasing behaviour is highly pragmatic. This session examines what SMEs prioritise when investing in CX, where AI features genuinely drive adoption, and where feature sets exceed willingness to pay. The focus is on real buying drivers, pricing sensitivity, and how vendors and service providers can align offerings to practical SME demand rather than assumed market narratives.