A recent survey by Infobip indicates that software developers and technical practitioners consider agentic AI to be the most significant evolution in customer engagement over the past two decades. The findings, presented at the Infobip Shift 2026 conference, suggest that mastering AI integration is becoming more critical for professionals than the acquisition of new programming languages.
Reflecting this industry perspective, the Infobip Shift event this year prioritized the practical implementation of AI, analyzing its transition from a period of high expectations into functional business and development workflows. Infobip is currently facilitating this transition for global brands through its AgentOS platform, which enables the transformation of customer service through specialized AI agents.
The research also highlights a growing consensus among developers that continuous professional reskilling will hold greater value than formal academic qualifications over the next twenty years. Additionally, the data underscored the importance of technical leadership, noting that developers report higher confidence in their organizations when executive management possesses a background in software engineering.
“We are currently witnessing a definitive turning point. Artificial intelligence is not merely altering brand-to-consumer interactions; it is fundamentally reshaping how engineers design, learn, and iterate,” stated Izabel Jelenić, Co-Founder and CTO of Infobip. “The insights from Infobip Shift confirm that agentic AI is redefining engagement and that developers are prioritizing AI-specific competencies over traditional syntax. We remain committed to Shift as a platform that connects the developer community with the architects of the global tech landscape.”
This survey coincides with Infobip's twentieth anniversary in the industry. Infobip Shift has evolved from its regional origins into a global summit, attracting over 600 corporations and 3,000 international experts this year. Discussions focused on critical industry challenges, including cybersecurity in the age of AI and the physical infrastructure required to sustain the next wave of technological innovation.
The survey data is derived from 170 participants at Infobip Shift 2026, held between September 13 and 15. The respondent pool consisted primarily of professionals in engineering, development, technical support, and product management. Represented sectors included software as a service (SaaS), retail, e-commerce, financial services, telecommunications, and consumer technology.
A recent survey by Infobip indicates that software developers and technical practitioners consider agentic AI to be the most significant evolution in customer engagement over the past two decades.
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