Tech Trends in 2025
2025 marked a defining moment for enterprise technology as AI moved decisively from experimentation to mainstream, measurable value creation. Across BFSI, telecom, retail and public services, organisations embraced agentic AI to unify customer engagement across voice, digital and back-office ecosystems. What truly accelerated adoption this year was the shift toward open, modular AI platforms that work seamlessly with complex legacy infrastructure—enabling organisations to scale automation without disruption. Verint specialized bots are quick and easy to deploy and drive immediate AI outcomes through CX automation — making your customer engagements smarter and faster. Powered by Verint Da Vinci AI, each bot performs one specific task, and is injected directly into your workflows, putting AI at your fingertips. We also saw strong enterprise uptake of Agent Copilot Bots, which have demonstrated the ability to double agent capacity by automating research, summarisation and post-interaction workflows. This year also brought a fundamental change in enterprise expectations—from cost efficiency to outcome-driven AI deployments. Leaders increasingly demanded faster resolutions, unified digital experiences and AI solutions that deliver accuracy, compliance, and scale. 2025 proved that AI is no longer a standalone initiative—it is the core layer powering operational resilience and customer experience excellence.
Rise of Agentic AI and Changing Employee Experience
2025 was a transformative year for employee experience, especially in service-heavy sectors where the complexity and volume of customer interactions continue to rise. The shift to agentic AI fundamentally redefined how organisations support frontline teams. Instead of manually navigating knowledge systems, documenting calls or searching for customer history, employees are now assisted by AI copilots that work alongside them in real time. At Verint, our Agent Copilot and Quality Bots automated repetitive, high-effort tasks across 100% of customer interactions, helping employees focus on high-value problem-solving and relationship-building. These capabilities—combined with the ability of Agent Copilot Bots to double agent capacity have helped enterprises boost morale, reduce burnout, and create more fulfilling, growth-oriented roles. CX leaders increasingly view AI as an enabler of talent growth, supporting agents with real-time guidance, personalised coaching and intelligent knowledge retrieval. In 2025, we saw the workforce evolve into a human + AI partnership, delivering better outcomes for both employees and customers.
Predictions for 2026
2026 will be the year when AI scales from siloed adoption to enterprise-wide orchestration. As customer expectations continue to rise—especially with 73% now preferring digital channels and 86% recognising the value of AI-powered service—organisations will accelerate the shift toward autonomous CX operations. We anticipate strong demand for secure, domain-specific AI models across sectors like banking, insurance and telecom, where accuracy and regulatory compliance are paramount. The next phase will be defined by AI-ready enterprises: operating models that scale, data that enables outcomes, talent that can work side-by-side with agents, and leadership that can close the AI velocity gap thereby —delivering consistent, proactive service across every touchpoint.
At Verint, we expect AI to become the connective fabric between digital channels, assisted service and back-office processes. Enterprises will increasingly measure success not just through efficiency metrics but through business outcomes.. Our own AI deployments—spanning 50+ specialised bots, Agent Copilot and Quality Bots—show how quickly automation can deliver tangible results without reengineering legacy systems.
In 2026, the organisations that lead will be those that orchestrate human + AI collaboration at scale, creating intelligent, outcome-driven customer experiences that are fast, personalised and deeply trusted.