Pega Launches Pega Customer Engagement Studio for Marketers

The Gist

• Unified agent workspace. Pega orchestrates AI and human agents in one governed environment.

• Accelerated campaign delivery. Marketers move from brief to live campaigns in minutes.

• Governance for marketers. Built-in compliance and risk controls support enterprise AI adoption.

Pegasystems on today announced Pega Customer Engagement Studio at PegaWorld in Las Vegas. The agentic AI workspace sits atop Pega Customer Decision Hub (CDH), the company's AI decisioning engine for personalized customer experiences.

According to Pega, Customer Engagement Studio unifies Pega and third-party agents in a single governed workspace, helping marketers move from brief to live personalized actions in minutes. The product ships later in 2026 with Pega Infinity 26 and comes standard with CDH on Pega Cloud.

The launch addresses a widening gap between the volume of personalized treatments marketers need and what manual production can deliver. Pega cited Gartner research predicting 60% of brands will use agentic AI for 1:1 interactions by 2028 — but that more than 40% of agentic AI projects will be canceled due to rising costs, unclear outcomes or inadequate risk controls.

Table of Contents

• Key Capabilities of Pega Customer Engagement Studio
• Recent Pega News
• How Agentic AI Rewires Marketing Ops
• Pega Background

Key Capabilities of Pega Customer Engagement Studio

Pega says Customer Engagement Studio delivers the following benefits:

Capability	Description
Greater scale and relevance	Multiplies creative treatments and offers across audiences
Continuous improvement	Surfaces performance gaps and recommends real-time adjustments
Faster speed to market	Turns briefs into live campaigns within minutes
Built-in governance	Audited workflows via Pega's Predictable AI architecture
Partner-ready architecture	Connects third-party agents on AWS and Google Cloud

Recent Pega News

Pegasystems has spent the past nine months executing an aggressive agentic AI pivot, anchored by the September 2025 launch of Pega Infinity '25 and a January 2026 acquisition of Adopteq's core assets to target the estimated 34,000 organizations still running Lotus Notes. The company extended its Blueprint AI platform into federal IT modernization in April 2026 with Blueprint for Government, and became one of the first major software vendors to achieve ISO/IEC 42001:2023 certification for responsible AI management.

Third-party validation has followed. Pega earned Leader designations in Forrester's Real-Time Interaction Management Wave, Forrester's Customer Service Solutions Wave and Gartner's Magic Quadrant for Process Intelligence within a six-month span.

Financially, the picture is mixed but directionally positive on cloud. Q1 2026 cloud ACV grew 29%, though total revenue declined 9.6% to $430 million and EPS of $0.46 missed consensus by roughly 32% — reflecting friction from the ongoing subscription transition rather than demand weakness.

How Agentic AI Rewires Marketing Ops

As adaptive agents displace hard-coded logic in the martech stack, marketing operations leaders face expanded capability and new governance demands. AI moves from a reporting layer into an execution layer — one that acts on data rather than simply surfacing it.

Goal-oriented multi-agent systems now orchestrate end-to-end campaign workflows autonomously, extending into creative, data science and channel execution without relying on static automation rules.

The Model Context Protocol (MCP) standard enables agents to pull real-time customer data from CRMs, match it against content libraries and deliver messages tailored to micro-segments. This shift is also reshaping customer journey analytics, as agent-driven interactions generate richer behavioral signals across every touchpoint.

For data-mature organizations, the payoff is measurable: higher productivity, deeper customer engagement and continuous real-time optimization.

Pega Background

Pega, founded in 1983 in Massachusetts, provides enterprise software for CIOs and operations leaders seeking to automate processes and modernize customer experience management. Its low-code platform combines business process management, AI-driven decisioning and robotic automation, primarily serving regulated industries such as financial services, insurance, healthcare, telecommunications and government.

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