Software developers and technical professionals see agentic AI as the biggest change in how companies engage customers in the past 20 years, according to a survey run by Infobip at its Shift 2026 conference.
The sample is small and drawn from the vendor's own event: 170 attendees of Infobip Shift 2026, held from 13 to 15 September. Most respondents came from engineering and development, IT and technical support, or product management, across sectors including software as a service, retail and ecommerce, financial services and telecoms.
The same group said learning how to work with AI will matter more than learning new programming languages, and that continuous learning and reskilling will count for more than formal qualifications over the next 20 years. They also reported more confidence in a business when its executive team has a software engineering background.
Izabel Jelenić, Co-founder and Chief Technology Officer at Infobip, said: "We are at a turning point. Artificial intelligence is not only changing how brands engage with their customers but also how software developers and engineers create, learn, and solve problems."
Infobip, a cloud communications platform founded in 2006, sells AgentOS, which it describes as a way to run AI agents that handle customer service from enquiry to resolution. The company says this year's Shift brought together more than 600 businesses and 3,000 local and international experts, and the survey comes as it marks 20 years in business.
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