It can be argued that small businesses make the backbone of the U.S. economy. According to a study conducted by the Small Business Administration released in 2019, small businesses generated 44% of the U.S economic activity and created two-thirds of net new jobs. Granted those numbers would likely look different given the reality of the COVID pandemic, but it still underscores the importance of small businesses in the U.S. But how does customer experience work in small business environments and given limited resources within small businesses how can they make certain the customer’s journey is as frictionless as possible? Guest host Pat Gibbons welcomes Rebecca Grimes, chief revenue officer at Ruby, to discuss how small businesses can still have great customer experience.