Enhancing Customer Experience in SMEs through Predictive Analytics: A Practical Framework Approach

Abstract: This research investigates how predictive analytics can transform customer experience (CX) strategies in small and medium enterprises (SMEs). Given their limited resources and infrastructure, SMEs face challenges in adopting complex analytics tools. This study develops a customized framework—the SME Predictive CX (SPCX) Framework—and validates it using real-world case studies. Results demonstrate measurable improvements in churn reduction, customer satisfaction, and lifetime value through affordable, accessible predictive tools.