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1. Pega has been helping enterprises manage complex processes and decisions since 1983. As the company moves further into AI-powered workflows, how is this changing the way enterprises approach process automation?
Process automation is evolving from simply automating tasks to orchestrating outcomes. Enterprises are no longer focused on replacing manual steps alone. They’re embedding AI into workflows so systems can understand context, make decisions, and take action while remaining governed, auditable, and predictable. This is reflected in the latest Forrester Wave™ for AI Platforms, where Pega was recognized for combining AI, governance, decisioning, and workflow automation into a cohesive platform that supports complex, regulated enterprise environments.
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2. Forrester named Pega a Leader in its 2026 Customer Service Solutions evaluation, with Pega receiving the highest scores. What do you think is driving Pega’s strength in customer service?
I believe it’s Pega’s ability to unify AI, workflow automation, decisioning, and case management on a single platform. Customer service is rarely a single interaction. It involves people, systems, and processes across the enterprise. Forrester highlighted Pega’s vision for autonomous service and its ability to orchestrate complex workflows while supporting AI agents, conversational AI, and customer service operations at enterprise scale.
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3. Pega now allows third-party AI agents to execute Pega processes through governed workflows. What does this change about the way enterprises can use AI agents?
It changes AI agents from isolated assistants into trusted participants in business operations. Organizations can use agents from providers such as OpenAI, Anthropic, or Google while having Pega workflows guide execution, governance, and compliance. This allows enterprises to innovate with the AI models of their choice while maintaining control, auditability, and predictable outcomes.
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4. Pega’s 2026 research found that 96% of organizations that successfully implemented agentic AI had rethought their existing processes. What does this tell us about successful AI adoption?
It tells us that successful AI adoption is not primarily a technology challenge. It’s a business transformation challenge. The organizations seeing the greatest results are redesigning processes, aligning teams, and defining clear outcomes before deploying AI. Simply adding AI to existing processes rarely delivers the full value. Reimagining how work gets done is what unlocks the potential of agentic AI.
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5. How significant do you think platforms like WFIS are in the Philippines
WFIS is incredibly important because it brings together the leaders shaping the future of financial services in one of the region’s most dynamic digital banking markets. It provides a valuable forum to share practical experiences, learn from peers, and explore how technologies such as AI, automation, and intelligent decisioning can improve customer outcomes, operational efficiency, and regulatory compliance. Events like WFIS help turn innovation into action by connecting strategy with real-world execution.
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