“You don’t have to go from A to Z in one move with AI.” — Jon Arnold, industry analyst

As Enterprise Connect 2025 edged toward its conclusion, Jon Arnold joined Doug Green, Publisher of Technology Reseller News, for a candid conversation about what’s changing—and what’s not—in the world of enterprise communications.

Having attended many iterations of the show over the years, Arnold noted how Enterprise Connect continues to evolve with the industry itself. While its roots are deeply embedded in enterprise telephony, today’s EC is heavily influenced by customer experience (CX) and contact center technologies. The growth in these segments has inevitably shifted the show’s focus. “They’re having to pivot to where the market is going,” Arnold observed, highlighting the challenge of balancing legacy technologies with emerging opportunities.

That evolution is reflected on the expo floor as well. Arnold remarked on a shift in booth design and engagement: “It’s very conversational now… you see more quiet zones, lounges, and space for meetings. The nature of expositions is changing.” Compared to the hardware-heavy showcases of years past, today’s cloud-first and AI-powered solutions often exist more in software than in physical gear.

As always, the topic of AI dominated the discussion. Arnold identified agentic AI—autonomous agents capable of executing end-to-end tasks—as a central trend this year. But he cautioned against rushing in: “You don’t need to adopt everything all at once. Start with small pilot projects that carry minimal risk and disruption.” He encouraged a thoughtful approach grounded in responsible AI, urging enterprise leaders to set internal guardrails around access, data privacy, and governance.

Arnold’s international perspective added further insight. Fresh off a vendor event in Europe, he contrasted the more regulatory-driven, cautious approach to AI overseas with the freer, more experimental landscape in North America. While the U.S. may move faster, it’s crucial that organizations take ownership of ethical deployment and compliance.

Looking ahead, Arnold commented on the show’s upcoming move to Las Vegas in 2026, after a decade in Orlando. “We’ll see if it brings more customers or changes the dynamic. It’s part of the evolution of the event.”

As for what’s next beyond AI? Arnold left the door open: “Next year, it’s possible a new dominant technology could emerge—maybe immersive, 3D, or something entirely new.” For now, however, AI remains the engine driving transformation across workplace productivity, contact center innovation, and enterprise IT strategy.

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Stay tuned to Technology Reseller News for more coverage from Enterprise Connect 2025.