WALTHAM, Mass.--(BUSINESS WIRE)--Mar 11, 2026--
Pegasystems Inc. (NASDAQ: PEGA), The Enterprise Transformation Company TM, today announced Forrester Research named Pega a Leader in The Forrester Wave TM: Customer Service Solutions, Q1 2026 (1). Pega received the highest scores possible in 16 of the 31 total evaluation criteria.
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The report explains, “Pegasystems offers all the building blocks for autonomous service. Its superior case management orchestrates workflows across channels and across the enterprise. Self-service resolves less complex inquiries, while complex cases are managed through the desktop, displaying journey, context, and guidance. Real-time AI coaching, knowledge, and next best actions adapt dynamically.”
Forrester goes on to state, “Pega Blueprint accelerates workflow design by accepting process inputs via natural language, BPMN diagrams, documentation, etc. Pega Process Mining discovers and optimizes processes, while Blueprint uses outputs to reimagine processes. Pega supports AI agents across all channels: It combines workflow automation and AI to act as predictably as necessary, and it offers tools to define, deploy, orchestrate, and optimize AI agents.”
According to the report, Pega clients “appreciate that Blueprint measurably speeds development, and they find the process mining tools to be excellent.” Ultimately, the Forrester evaluation concluded Pega’s profile with, “Pegasystems best suits large enterprises with complex, industry regulated processes where customer value management is a top priority.”
Pega was among the twelve most significant customer service providers evaluated for the report and received the highest scores possible in the following ‘Current Offering’ criteria: customer service desktop, case management and contextual guidance, AI assist tools for CSRs, customer service management, customer service operations, coaching and learning, conversational AI, self-service portals, conversation intelligence, process management and automation, answer management, AI agents, support for global deployments, and vertical customer service offerings. Pega also received the highest scores possible in the vision and innovation criteria within the ‘Strategy’ category.
Forrester evaluated Pega Customer Service™, an AI‑powered service automation platform that unifies enterprise workflows to deliver personalized, end‑to‑end customer service while accelerating resolutions across channels. The report also evaluated Pega Blueprint TM, Pega’s groundbreaking AI for designing, building, and optimizing workflows to quickly create reliable and predictable enterprise apps, as well as Pega Process Mining TM, which uncovers and optimizes service processes by revealing inefficiencies and bottlenecks across service journeys. Combined, these capabilities help enterprises modernize and confidently automate service operations.
This report is among Pega's recent analyst recognition for its enterprise AI and automation capabilities. Pega was recognized as a Leader in the The Forrester Wave TM: Real-Time Interaction Management Software (RTIMS), Q4 2025 report (2), the Gartner® Magic Quadrant for Business Orchestration and Automation Technologies (3), The Forrester Wave™ for Digital Process Automation, Q3 2025 report (4), and the Gartner® Magic Quadrant for Process Mining Platforms 2025 (5). It was also named a Leader in The Forrester Wave™: AI Decisioning Platforms, Q2 2025 (6). The Forrester Wave TM: Customer Relationship Management Software, Q1 2025 (7). For more background and additional analyst reports, visit www.pega.com/analyst-reports.
Quotes & Commentary:
“Autonomous service represents the next evolution of customer service – a pivotal opportunity for brands to engage more meaningfully with their customers while driving greater efficiency,” said Kerim Akgonul, chief product officer, Pega. “This evolution requires more than AI in isolation – it demands orchestration, governance, and the ability to continuously adapt. We believe this Forrester recognition underscores how Pega is helping organizations move beyond reactive service models to deliver service experiences that are predictive, resilient, and built for the future.”
Supporting Resources:
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivityhere.
About Pegasystems
Pega provides the leading AI-powered platform for enterprise transformation. The world’s most influential organizations trust our technology to reimagine how work gets done by automating workflows, personalizing customer experiences, and modernizing legacy systems. Since 1983, our scalable, flexible architecture has fueled continuous innovation, helping clients accelerate their path to the autonomous enterprise. Ready to Build for Change®? Visit www.pega.com.
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The Forrester Wave™: Customer Service Solutions, Q1 2026
BARCELONA, Spain (AP) — The small auditorium in a working-class neighborhood of Barcelona is packed with people listening to a middle-aged man in a suit tell them why he deserves their vote. There are campaign posters, a jingle blaring over loudspeakers, television cameras, lots of handshakes and selfies, and, of course, a stump speech full of pledges as well as barbs for the rival candidate.
But this is not about deciding the next mayor or filling a seat in a national legislature.
This election campaign is to determine who will earn the job of running FC Barcelona during one of its most turbulent periods as it struggles to emerge from a mountain of debt.
Barça (pronounced “Barsa” in English) is proud of its slogan of being “more than a club” for its attractive soccer, its connection with Catalan culture, and backing humanitarian causes.
But what really makes Barça stand out from other globally followed sports teams is that it is owned by 114,000 due-paying club members, not a billionaire or energy-rich Middle Eastern state like those which control Manchester City and Paris Saint-Germain.
Those Barça club members have been called to cast votes on Sunday in Barcelona and three other cities in northeastern Spain, as well as neighboring Andorra, to pick the club's next president and executive board.
“I really like the elections. It makes me feel part of the club. My father was a Barça supporter since I was a little girl. I’ve lived and loved Barça since I was little," 96-year-old Rosa Capdevila, cane in hand, said at a recent event held by incumbent Joan Laporta.
Many voters, however, believe their choice of president, who also acts as the CEO, will prove crucial to the future of Barça's rare ownership model, which is threatened by the highest debt burden of any soccer club in the world, a staggering 2 billion euros ($2.3 billion).
Real Madrid is also member-owned and Florentino Pérez has presided over the club for all but three years of this century without any serious opposition. More comparable to Barça's democratic model are fellow Spanish clubs Athletic Bilbao and Osasuna, and Portuguese majors Benfica, Porto and Sporting Lisbon, which have leadership elections while not holding the same rank as Barça does as an elite soccer club.
The election will hinge on voters' views of how Laporta ran the club for the last five years under considerable financial strain.
Laporta successfully presided over Barça from 2003-10 during the glory years of coach Pep Guardiola and a young Lionel Messi, and returned to the office in 2021. He inherited some 1.3 billion euros ($1.5 billion) in debt due to the lavish spending of his predecessor and the impact on revenues from the COVID-19 pandemic.
Laporta, 63, has repeatedly said the club was ruined when he came back and it was a “miracle” it was still in the hands of club members, instead of having been sold off to third-party investors, a move that club members consider anathema.
But many members are critical of Laporta’s decision to sell some club assets in moves he dubbed “financial levers,” including selling 25% of its Spanish league TV rights for the next 25 years, to generate quick cash for immediate needs and to sign new players.
Laporta’s push to finance a long-overdue renovation of Camp Nou, the largest soccer stadium in Europe, has only bloated the debt amount even further.
“These elections are very important because Barça is highly indebted,” club member Josep Maria Carbonell said at another campaign event. “So we need new blood to help put the club’s finances in order, because if it is economically sound the rest will follow.”
Víctor Font is Laporta’s only rival in the election after other possible candidates dropped out for lack of support. Font, a local businessman, lost to Laporta in 2021 and has been preparing for a rematch ever since.
Font told The AP that he fears that Laporta will end up inviting in a big-time investor to become an owner, thus destroying its members-owned model.
Font envisions Laporta “asking to sell some 10% to an investment fund, so we can sort out our financial problems and perhaps buy a great player."
“That risk is real. That is why it is so important to make a change in these elections," he said.
Pérez announced last year that Real Madrid is considering allowing outside investors to buy a stake of up to 10% in the club.
Laporta vehemently denies he is thinking of the same move. Among his campaign pledges is the promise to reform the club statutes to include a requirement that any sale of the club, even partial, would have to be approved by members in a referendum.
He argues that a new-look Camp Nou with more seating and other sources of income will boost revenues, thus making economic sense in the long term.
He also defends his financial management by highlighting the club has lowered its spending on player wages and boosted its merchandise sales. Barcelona generated the second-highest club revenue in world soccer last season, some 974 million euros, behind only Real Madrid, according to Deloitte’s yearly Money League survey.
Laporta’s detractors point to his record of promises that didn't pan out. In his first campaign back in 2003, Laporta promised to bring a still-young David Beckham from Manchester United, only for the English star to choose Real Madrid. Then in 2021 Laporta said he would find a way to keep Lionel Messi, but once elected he said the club couldn’t afford to keep its superstar.
In Laporta’s favor come Sunday are the trophies the team has won in recent years, including last season’s La Liga and Copa del Rey and the multiple successes of its women's team, along with the discovery of a new star player in Lamine Yamal.
Over the past month Laporta has held 30 rallies or media events while touring Catalonia in a bus that is plastered with his name and the slogan, “We defend Barça.”
He is asking voters to let him finish the job he started “to save Barça,” while warning that Font lacks a deep sentimental connection to the club.
“We cannot leave Barça in the hands of a technocrat who understands Barça looking at his computer,” Laporta said about Font. “He hasn’t got Barça in his head or in his heart.”
AP video journalist Hernán Muñoz contributed to this report.
AP soccer: https://apnews.com/hub/soccer
FILE - Joan Laporta celebrates his victory after elections at the Camp Nou stadium in Barcelona, Spain, on March 7, 2021. (AP Photo/Joan Monfort, File)
FILE - Barcelona's president Joan Laporta stands ahead of the Spanish La Liga soccer match between Villarreal and Barcelona in Villarreal, Spain, on Dec. 21, 2025. (AP Photo/Alberto Saiz, File)
FILE - A general view of the Camp Nou stadium in Barcelona, Spain, on Nov. 7, 2025. (AP Photo/Joan Monfort, File)
FILE - Joan Laporta, president of Barcelona, talks with fans before the match against Rayo Vallecano in Mdarid, on Sunday, Aug. 31, 2025, in Madrid. (AP Foto/Manu Fernandez, File)
