Oxford Economics and SAP surveyed 2,000 executives from small and midsize organizations about their progress toward upgrading technology and organizational strategies to better understand and serve everyone in their network, including their customers.

The results—which should ring true for other small and midsize executives operating in this challenging landscape—show that improving experiences for customers is the dominant goal for organizations across industries, and many expect to transform their processes and digital strategies accordingly.

This brief report outlines some key findings from our study, as well as recommendations for small and midsize organizations looking to improve their customer experiences to support growth.