Today, Qualtrics announced the completion of the acquisition of Press Ganey Forsta for $6.75 billion, expanding our Experience Management (XM) category leadership and creating the world's largest AI dataset for human experiential context ever assembled.
The addition of Press Ganey Forsta, the trusted standard for healthcare experience, to the Qualtrics XM dataset combines decades of proprietary healthcare data and regulatory systems with the leading XM AI and data platform to supercharge human experience management for all industries.
The Experience Gap
The experience gap is the delta between what people expect and what organizations can deliver. Life is moving at the speed of AI and expectations have never been higher.
Nowhere is the experience gap more consequential than in healthcare. Because in healthcare, the experience gap is not just commercial. It is life-changing.
Healthcare is one of the largest, most important and complex sectors in the economy, and the system is under historic pressure. Costs keep rising while staffing shortages and clinician burnout intensify. Chronic disease is growing and populations are aging, burdening a system that is already fragmented and leaving patients feeling increasingly disconnected from their care. And trust, the one thing healthcare cannot afford to lose, is fragile.
At the exact same moment, AI is radically increasing what people expect from every experience in their lives. Patients no longer compare their healthcare experience to the hospital across town, but to the best hospitality, travel, dining, concierge, and digital experiences they have anywhere in their lives. Now, people walk into healthcare systems informed, researched, empowered, anxious, and expectation-hungry with an AI doctor in their pocket.
Healthcare touches every human life, and the people who deliver care deserve tools that actually help them. This doesn’t mean more dashboards or more reports, but intelligence that helps them act in the moment for the patient.
The experience gap is the defining problem in healthcare. And it is the problem only Qualtrics and Press Ganey Forsta can solve.
Experience Management is the required context for human-first AI experiences
The Qualtrics proprietary XM AI and data platform provides the human understanding and contextual inference that large language models alone lack. This transforms proprietary experiential signals into trusted, outcome-driven experiences in every moment that matters.
Press Ganey Forsta is the trusted standard for healthcare experience. More than 41,000 healthcare facilities rely on Press Ganey Forsta’s measurement systems. This proprietary advantage is based on decades of patient voice data, deep relationships with provider, payer, and post-acute leaders. This unique combination is purpose-built for the clinical, regulatory, and operational realities of care delivery.
Together, this gives healthcare leaders the power to anticipate patient needs before they escalate, transforming healthcare experience from reactive measurement into predictive action.
It means a patient struggling to book an appointment gets help before they give up. A clinician showing signs of burnout gets support before they leave. A discharged patient who hasn't filled their prescription gets a follow-up before their condition worsens. A safety risk gets flagged before harm occurs. The cost of care delivery goes down without compromising quality. And care teams spend more time with patients, not systems.
Community Health Network is already showing what's possible. Patients were abandoning the scheduling process. Not because care was unavailable, but because friction was blocking access. By identifying exactly where patients struggled, they turned abandoned attempts into completed appointments. When a patient's experience improves, they're more likely to come back for follow-up care, follow their treatment plan, trust their provider, and tell others to do the same.
The future will be won in the Experience Gap
Patients are also consumers. And the value we bring to healthcare extends to all industries, where leaders want to deliver intelligent, connected, responsive, and more human experiences. The inclusion of health and wellness data brings an entirely new dimension to the Qualtrics dataset, enriching contextual understanding in a more profound manner that will benefit all industries.
This dataset creates the engine for a new generation of Al-driven synthetic experience intelligence systems capable of simulating outcomes, predicting human needs and behaviors, and orchestrating more personalized experiences at unprecedented scale.
Every organization now faces the same strategic choice: stay the course, or become AI-powered and experience-first.
The Experience Gap is real. It is widening and it is the greatest opportunity of this era. The organizations that close it will build legendary businesses and the trust, loyalty, and advocacy of the humans they serve.
That is what we are building.
Join us.
