Agentic AI set to be the biggest change in customer engagement, Infobip Shift survey reveals 

Survey of developers also highlights the importance of continuous reskilling 

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Vodnjan, Croatia – 27 October 2026 – A new survey from global AI-first cloud communications platform Infobip reveals that software developers and technical professionals believe agentic AI represents the biggest change in how companies engage with customers in the last 20 years.  

Conducted at Infobip Shift 2026, Europe’s leading developer and AI conference, the survey also shows that developers believe that learning how to work with AI will become more important than learning new programming languages.  

Emphasising this view, Infobip Shift this year focused on the real-world application of AI, exploring how it is moving from the hype phase into concrete business and development processes and what this means for developers’ day-to-day work. For instance, Infobip is already helping businesses and brands transform customer service using AI agents through its AgentOS platform.   

The survey also shows that developers believe continuous learning and reskilling will matter more than formal qualifications over the next 20 years. Meanwhile, underscoring the importance of relevant expertise, the survey found that developers are more confident in the business they work for when the executive team has a software engineering background.  


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. These insights from developers at Infobip Shift demonstrate the impact of that change. They recognise that agentic AI is rapidly changing customer engagement and that they need to focus on gaining relevant AI skills more than formal programming skills or languages. It’s also why we continue to invest in Infobip Shift to give the developer community direct access to the people shaping the future of the global technology industry.” 

Izabel Jelenić

Co-founder and Chief Technology Officer at Infobip

This survey comes as Infobip celebrates 20 years in business. Infobip Shift has now grown beyond its local and regional roots. This year brought together more than 600 businesses and 3,000 local and international experts to discuss some of the industry’s most pressing issues, such as cybersecurity in the AI era and the infrastructure needed to support the next generation of technological innovation. 

About the survey 

The survey is based on 170 attendees of Infobip Shift 2026 from 13 to 15 September 2026. Respondents were predominately from engineering and development, IT and technical support or product and product management functions. Company sectors included software as a service, retail and ecommerce, financial services, telecoms and consumer technology, among others.  

About Infobip  

Infobip is a global cloud communications platform that enables businesses to build connected experiences across all stages of the customer journey, with AI as the driving force of innovation. Through a single, natively built platform, Infobip delivers omnichannel engagement, identity, user authentication and contact centre solutions that help businesses and partners overcome the complexity of consumer communications while driving growth and increasing customer loyalty. Infobip is focused on enabling and accelerating AI adoption as it continues its transformation into an AI-first company. Infobip’s technology has the capacity to reach over seven billion mobile devices in 6 continents, connected to over 10k+ connections, of which 800+ are direct operator connections. The company was established in 2006 and is led by its co-founders, CEO Silvio Kutić and CTO Izabel Jelenić. 

Recent recognitions include: 

  • Infobip ranked #16 in Fortune’s Europe’s Most Innovative Companies 2026 (June 2026), up from its inaugural #68 ranking in 2025. 
  • Infobip named a Leader in the Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS) for the fourth consecutive year. Positioned furthest for Completeness of Vision for the second time (May 2026) 
  • Infobip named the number one Established Leader in the Juniper Research RCS for Business 2026 Leaderboard (Feb 2026)  
  • Infobip recognized as a growth and innovation leader in Frost Radar™: Communications Platform as a Service (CPaaS) by Frost & Sullivan (Oct 2025) 
  • Infobip ranked as the number one Established Leader in the Juniper Research Mobile Messaging Fraud Prevention Market report (Sept 2025) 
  • Infobip ranked as a Leader in the Omdia CPaaS Universe Report for the third time (April 2025) 
  • Infobip ranked an Established Leader in the Juniper Research Conversational AI Leaderboard (Feb 2025) 
  • Infobip named a CPaaS Leader for the third time in the IDC MarketScape (Feb 2025) 
  • Infobip named one of the top CPaaS providers in Metrigy’s CPaaS MetriRank Report (Dec 2024)  
  • Infobip recognized as the number one provider in the AIT Fraud Prevention market by Juniper Research (Oct 2024)