Reimagining Workflows in the Agentic Age

Pega Customer Engagement Studio, released in June 2026, provides a workspace in which marketing teams can generate content, identify performance, and adjust marketing strategies in real time. Each output is validated by a human before being included as an NBA for a customer. Pega Customer Engagement Studio makes recommendations scalable, incorporates governance, reduces time to market for new products, and provides input for the CDH.

One factor that can cause an AI project to lose momentum is a long delay between inception and deployment. Pega has put AI to use in its own Blueprint product, introduced several years ago, that provides quicker alignment between IT and business units, collaborating in a common workspace. Blueprint analyzes the digital environment, discerns existing workflow patterns, and then automates them. “Every process is exposed as MCP, and best practices are provided out of the box,” observed Healy. “Blueprint dramatically reduces development time and improves coordination between IT and the business units.”

Pega has taken steps to address another area of concern that arises across nearly all AI initiatives—token costs. As projects scale up, so do costs, and they are often unpredictable. “We do not charge for tokens, but for outcomes,” explained DeZao. An outcome might typically be a unit of work representing the end-to-end orchestration of a business process such as an insurance claim or grant application. “Within that case, organizations have unlimited AI interactions, integrations, workflows, assignments, and process steps,” she noted. In addition to making costs predictable, this approach also allows a comparison of the prior per-case cost with the cost when using Pega, enabling a prediction of ROI as usage scales up.

Small Business Taking on Agentic Workflow

Although enterprise-wide agentic workflow solutions get a lot of attention, small companies offering AI solutions are active in that market too, and, in some ways, are outpacing the large companies. According to Mordor Intelligence, large companies accounted for 71.05% of workflow revenue, but small producers still generated a respectable percentage, and these producers have a slightly higher expected growth rate. They may be built for a specific purpose and are therefore easier to implement. 

Small organizations are enthusiastic consumers of workflow products. A 2020 report from McKinsey, “The Imperatives For Success With Automation Technologies,” claimed a 65% success rate for workflow implementation, above the 55% success rate for large organizations. This is not surprising, given that the workflows are simpler and the organizations more agile. Will Fan, writing in an April 27, 2026 Forbes article, observed that small organizations can build their workflows to be agentic from the outset. If they already have existing workflows, they can redesign them more easily than large enterprises can.