Pega Tops Forrester’s Customer Service Solutions Wave with Highest Scores in 16 Criteria
Event summary
- Pega named a Leader in Forrester’s Q1 2026 Customer Service Solutions Wave, scoring highest in 16 of 31 criteria.
- Forrester highlights Pega’s autonomous service capabilities, including superior case management and AI-driven workflow orchestration.
- Pega Blueprint and Process Mining tools received praise for accelerating workflow design and optimizing service processes.
- The report positions Pega as ideal for large enterprises with complex, regulated processes prioritizing customer value management.
The big picture
Pega’s recognition as a Leader in Forrester’s Customer Service Solutions Wave underscores the growing importance of AI and automation in enterprise customer service. The report’s emphasis on autonomous service aligns with broader industry trends toward predictive, resilient service models. Pega’s tools, particularly Blueprint and Process Mining, are positioned to help large enterprises modernize their service operations, addressing inefficiencies and bottlenecks in regulated environments.
What we're watching
- Market Differentiation
- How Pega’s focus on autonomous service and AI-driven workflows will differentiate it from competitors in the crowded customer service solutions market.
- Enterprise Adoption
- The pace at which large enterprises with complex processes will adopt Pega’s solutions, given the strategic emphasis on customer value management.
- Innovation Sustainment
- Whether Pega can sustain its innovation lead with continuous advancements in AI and automation, as highlighted by Forrester.
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