Qualtrics has completed its US$6.75 billion acquisition of Press Ganey Forsta, a deal it says will expand its experience management data and analytics footprint, with a major focus on healthcare.
The acquisition combines Qualtrics’ Experience Management (XM) platform with Press Ganey Forsta’s healthcare experience and patient feedback systems, which the company says are used across more than 41,000 healthcare facilities worldwide.
Qualtrics said the combined platform is intended to help healthcare providers shift from retrospective patient feedback measurement to more predictive, AI-driven experience management, using near real-time insights to anticipate patient needs and improve care outcomes. It also said the acquisition expands its AI and customer experience capabilities across other sectors, including financial services, retail, hospitality, the public sector and technology.
“AI permanently changed what people expect from every experience in their lives,” said Jason Maynard, CEO of Qualtrics. “That’s why the future will be won in the Experience Gap. Leaders want to deliver intelligent, responsive, and predictable human experiences. In the age of AI, experience is now the differentiator in every industry, and for the first time ever that problem can be solved in healthcare. The rich data and context intelligence we are building raises the standard for what experience management can do across every industry we serve.”
Qualtrics said the integration of Press Ganey Forsta’s patient experience data with its XM platform will provide “human understanding and contextual inference” to support outcome-driven experiences, including in healthcare settings with clinical and regulatory requirements.
Healthcare executives cited in the announcement said the combined capabilities could help providers translate experience insights into operational decisions and care improvements.
“The opportunity ahead for healthcare is not simply more data or more AI, it is the ability to turn insight into timely, human-centered action,” said David Entwistle, President and CEO of Stanford Health Care. “As the industry evolves, organisations that succeed will be those that pair proven technology with deep expertise in patient and care team experience to drive meaningful improvements in care delivery, trust, and outcomes.”
“At Carilion, our focus is always delivering safe, high-quality care and the best care experience for our patients,” said Steve Arner, President and CEO of Carilion Clinic. “To meet evolving community needs, health systems need to understand what patients and caregivers are experiencing in real time and respond thoughtfully. The combination of Qualtrics and Press Ganey Forsta will help identify timely insights to support informed decisions, stronger connections, and ultimately a better care experience for our team and the patients who depend on us.”
Stephen J. Motew, M.D., President and CEO of UF Health, said the combination would help “bridge the gap between patient experience and clinical outcomes,” while John Couris, President and CEO of Tampa General Hospital, said it would support efforts to “reach zero harm and build resiliency in the workforce.”
Industry analyst Keith Kirkpatrick, VP and Research Director at The Futurum Group, described the acquisition as part of a broader trend to unify experience and operational data for AI-supported decision-making.
“Qualtrics’ acquisition of Press Ganey Forsta reflects a broader industry shift toward unifying experience and operational data to power AI-driven decision-making,” Kirkpatrick said. “By combining healthcare-specific benchmarking and provider data with its XM platform, healthcare organisations will be well positioned to transition from relying solely on retrospective insights to leveraging real-time, outcome-oriented actions that improve both patient and provider experiences.”
