Unlocking AI's Potential in SMBs with Kevin Surace, Entrepreneur and Futurist

Recorded during GoFurther 2026 at Comerica Park, this special Practically Tomorrow podcast episode explores how AI is reshaping SMB growth, customer experience,  IT strategy — and how SMBs and companies can use AI deliberately, aligning machine capability with human judgment, creativity, and accountability. Hosted by GoTo's Chief Commercial Officer, Peter Mahoney, this episode features Entrepreneur, Futurist, and GoFurther 2026 Guest Keynote Speaker, Kevin Surace. Named a Tech Pioneer by the World Economic Forum, Kevin led the development of the first AI virtual assistant and built multiple startups to $1B+ valuations. With 94 patents under his belt, he brings a rare mix of real‑world AI innovation and high‑energy insight—equipping IT teams to move from hype to action and innovate boldly. In this episode, Kevin recounts the history of AI from early commercialization and incremental gains in the late ’90s—to today’s rapid GenAI advances. For SMBs, shrinking talent pipelines mean SMBs must use AI to make existing teams more productive while shifting humans to higher-value work. For example, for CX, AI has the potential to solve simple front-end requests letting agents focus on customer care issues that can strengthen the customer relationship. For companies implementing AI transformations, Kevin warns employee sabotage is actually more common than you might expect, and he recommends tiger teams, while advising IT leaders to rely on trusted secure vendors, especially for AI agents. A key takeaway for SMBs? Be AI-first. Commit to testing the AI tools, work the tools into your workflows, and focus on outcomes. Follow Kevin Surace: https://www.linkedin.com/in/ksurace Connect with GoTo: https://www.linkedin.com/company/GoTo Learn about GoTo: https://www.goto.com Stream GoFurther 2026: https://goto.com/gofurther