Interview with Bharath Kumar, Head of Marketing and Customer Experience for Zoho Bookings

In this episode, Leland McFarland of Small Business Trends sits down with Bharath Kumar, Head of Marketing and Customer Experience for Zoho Bookings, to unpack new U.S. data on appointment scheduling trends among small and medium-sized businesses.The conversation explores why so many SMBs still rely on email and phone calls to schedule meetings, even though the process often creates delays, missed opportunities, and unnecessary manual work. Bharath explains why scheduling is no longer just an administrative task, but a critical part of the sales and customer experience journey.Leland and Bharath also dig into some of the biggest pain points facing small businesses, including back-and-forth scheduling, no-shows, double bookings, and the hidden labor costs of manually managing appointments. They discuss why customer experience ranked so highly among the benefits of scheduling software, how branded booking pages can shape first impressions, and why awareness remains one of the biggest barriers to adoption.The interview also looks ahead at what SMBs want next from scheduling tools, including stronger AI capabilities, deeper integrations, and better support. Whether you still book meetings by email or already use scheduling software, this episode offers practical insight into how better appointment management can help small businesses save time, improve customer service, and protect revenue.