In healthcare the Experience Gap has a human cost. A patient does not mention the symptom, the follow-up never gets booked, and the prescription sits at the pharmacy. That care is delivered by a workforce under strain and paid for by someone other than the person receiving it.
The industry has spent two decades measuring the gap with extraordinary rigor. Too often the problem is clear only after the patient leaves, the employee resigns, the rating posts, or the member walks away.
When AI changes what people expect faster than healthcare organizations can change how they deliver care, the consequences extend far beyond financial or competitive risk. They affect trust, health outcomes, and people’s lives.
Qualtrics will provide a preview of Healthcare XM during a livestream on September 23, 2026 at 9:00 a.m. CT (10:00 a.m. ET).
Healthcare XM
Healthcare XM is Press Ganey data, analytics, and solutions on the XM Data & AI Platform, grounded in decades of healthcare expertise, rigorous measurement, and trusted benchmarks:
- Patient experience: Understand and improve the entire patient journey, from finding and accessing care through treatment, recovery, HCAHPS, and CAHPS.
- Member experience: Understand and improve experiences across enrollment, access, service, care, Medicare CAHPS, and Stars.
- Workforce experience: Strengthen engagement, culture, recognition, and retention by identifying what clinicians need and where leaders can make a difference.
- Safety and quality: Bring together workforce conditions, NDNQI, PSO, safety signals, high reliability, and unit-level performance to identify risk earlier and improve care.
- Consumer, brand, and access: Identify barriers to care, strengthen reputation, and guide growth from changing market dynamics.
Measurement of this depth has always explained what already happened. Healthcare XM lets health systems and health plans simulate a change before it reaches a live unit, predict what a specific person will do while there is still time to act, and deliver trusted outcomes inside the moment.
Simulation
Test before you commit. Healthcare XM, grounded in the world’s largest experiential dataset and Press Ganey benchmarks, generates research-grade simulations of patient cohorts, member segments, workforce roles, and community choice sets. Leaders pressure-test a discharge protocol, a staffing model, a digital front door, a service-line launch, or a Stars lever before a live unit feels it. Patient-identifiable data never leaves the organization’s environment and never trains a shared model.
Prediction
Know before they act. Experience Prediction Models, trained on proprietary datasets and grounded in the experience ontology, name what a specific person is likely to do. They identify patients at risk of missing appointments, members likely to disenroll, nurses considering leaving, and units facing elevated safety risks, while there is still time to intervene.
Trusted Outcomes
Act in the moments that matter. Healthcare XM can initiate outreach, escalate a safety concern, recommend the next best action, or trigger a workflow, all within the organization’s clinical, regulatory, workforce, and privacy requirements. Agents do not write clinical orders.
Experience Loops. Where patient loyalty compounds.
A patient journey map ends at discharge. A patient’s relationship with a health system does not. From the first encounter through ongoing care and the decision to return, loyalty is built or broken in specific moments: the care plan understood, the connection to the nurse leader made, the concern addressed. Available today, the Healthcare XM Experience Loop Diagnostic Service turns that loop into a prescriptive plan, grounded in decades of care-journey programs: which moments carry weight, where data is missing, and what to activate first.
“We are focused on providing extraordinary experiences for our patients, health plan members and consumers. When we have personal interaction information available in the moment, it doesn’t sit in a dashboard or wait for the next survey. The information is in the hands of the people who can act on it, in real time. It’s another way we can improve our relationship and experiences with those we serve.” - Tina Freese Decker, CEO, Corewell Health
Availability
Healthcare XM will be available in 2027. Press Ganey data, analytics, and solutions will run on the XM Data & AI Platform. Applications available today will continue uninterrupted and become more valuable on the platform, backed by the same benchmarks, expertise, and advisory services clients rely on.
Don’t miss HX27—registration coming soon
Join us for the most important event of the year focused on health and tech. HX27 will be held February 8–10, 2027, at the Walt Disney WorldⓇ Swan and Dolphin in Orlando, Florida. We’ll have a lot to share about Healthcare XM, and you’ll be among the first to hear what’s new. Registration opens in October.
Let’s close the gap.
The Experience Gap in healthcare has life-changing consequences, and it matters to us all. Closing it takes innovation and close partnership with dedicated caregivers around the world. We're proud to be part of this work with you. We're all-in.
