Accenture’s 2025 “Technology Vision” report highlights a new era of digitization driven by AI-powered autonomy and how it is expected to evolve into roles such as technology development partners and robotic workers in the physical world, forging a symbiotic relationship between people and technology.
The report is published annually by Dublin, Ireland-based solution provider Accenture, No. 1 on CRN’s 2024 Solution Provider 500 list, and outlines how AI will drive new levels of autonomy throughout businesses and unlock boundless possibilities for innovation and growth.
But with AI learning and acting autonomously across organizations, many executives believe AI’s integration demands urgent reinvention of technology systems and processes. According to the report, published earlier this year, 77 percent of executives agree that AI’s true benefits must be built on a foundation of trust and have accuracy, consistency and predictability to ensure their responsible use.
“Trust is central to everything, especially when it comes to brands,” Mary Hamilton, managing director and global lead for the Accenture Innovation Center Network, told CRN. “Companies have worked hard to develop a certain personality and relationship with their customers, and they don’t want to risk losing that connection. As we advance into AI, specifically with conversational agents and chatbots, there’s a concern that if every AI model behaves the same way, they could all feel generic to customers.”
AI is improving continuously through its interactions with people, creating a feedback loop where AI enhances its capabilities over time. To foster trust and ensure a positive relationship, 80 percent of leaders prioritize communicating AI strategies and involving employees in the process, according to the report.
“I think we’re just scratching the surface of what AI can do,” Hamilton said. “The next few years will be crucial as we move from the pilot phase to full-scale AI integration. We’re seeing a massive shift in how AI is perceived, not just as a novelty but as an essential part of business and life.”
The rapid advancement of AI presents unprecedented opportunities, but it also requires careful attention to how trust is built and maintained, according to Hamilton.
“The potential is immense,” she said. “We’re just beginning to scratch the surface of AI’s capabilities. In the next five to 10 years, AI will become an even more integrated part of business, driving efficiencies, creating new opportunities and partnering with humans to solve complex problems.
“What excites me the most is how AI will continue to evolve to fit into every aspect of human interaction,” she added. “The future of AI isn’t about replacing people, it’s about augmenting our capabilities and improving how we work, create and live. It’s all about embedding AI seamlessly into our world and making it work in ways that people trust and rely on. That’s the future I’m excited about.”
CRN spoke with Hamilton to discuss how trust is crucial for unlocking AI’s full potential in organizations, its effects on the workforce and customers and how businesses can ensure responsible AI usage moving forward.