The SmallBizChat Podcast is a weekly interview show dedicated to helping small business owners. Each episode features practical insights, expert guests, and actionable strategies designed to help entrepreneurs build profitable, sustainable businesses. Hosted by Melinda Emerson, “SmallBizLady,” the mission of SmallBizChat is to end small business failure.
From sales and marketing to finance, leadership, and growth, the show focuses on what actually works in today’s business environment. New episodes drop every Wednesday.
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Digital Transformation
Here’s a sneak peek of our enlightening conversation.
SmallBizLady: How is artificial intelligence changing the way small businesses operate, especially those with limited resources?
Raju Vegesna: Artificial intelligence, in particular Agentic AI, today is at a place where it is the most useful to small businesses and can have a large impact. As the technology matures, we’re going to see more powerful and complex use cases upmarket, alongside growing costs. For a small business where typically a handful of passionate people take on every role and task—many of which don’t play to their strengths— it is more logical and affordable to outsource work to an agent. Since small businesses are less encumbered by big legacy systems and entrenched tools, they can pivot to AI faster and more easily than others, so those that embrace experimentation and move quickly can really take advantage of AI.
SmallBizLady: Zoho has a unique approach to growth, often avoiding outside funding and focusing on long-term sustainability. How has that shaped your ability to serve small businesses?
Raju Vegesna: Defining who the real customer is for your business matters. For us, our customers are the end users and their organizations, regardless of their size. We’ve long felt that if you have outside investors and stakeholders, they’re your real customers. In the short term, that might work, but if over time there is a structural misalignment or a philosophical disagreement, things break down. In software, there is always misalignment within heavily funded, publicly traded vendors, and small businesses are usually the ones left holding the bag.
SmallBizLady: What are some of the biggest mistakes you see small businesses making when it comes to technology adoption and digital transformation?
Raju Vegesna: One mistake I see a lot of businesses making right now, not just SMBs, is misunderstanding the value capture of the technology they’re adopting. There’s a reason Google Chrome is open source but Google Search is not. Free tools feed off your data, and they may not even work for your business. I see companies ceding control, following trends, and keeping up with their neighbors far more than I see businesses adopting tools that actually drive value and optimize operations. Companies need to be deliberate with their choices in technology and what they hope to get out of using it, while understanding exactly what they’re giving up to do so.
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