A major milestone in Qualtrics’ vision to improve the human experience

Our vision at Qualtrics is simple: improve the human experience. Everything we do - every innovation, every investment, every decision - is designed to help our customers, employees, and partners deliver on it.

Today, I’m proud to share an exciting step forward on that journey. Qualtrics has signed a definitive agreement to invest $6.75 billion to acquire Press Ganey Forsta, a leading provider of experience measurement and analytics. We’ve always admired Press Ganey Forsta and this is a monumental moment for Qualtrics.

Bringing together our two companies represents a key milestone as businesses use AI to understand and take action to meet the rapidly changing and diverse needs of their customers, patients, guests, citizens, students and employees. At Qualtrics, we understand that delivering exceptional experiences requires proven AI capabilities built on deep understanding of the people and industries that organizations serve.

We've seen this firsthand as we've partnered with customers to build AI innovations in the Qualtrics Experience Management Platform. Since launch last year, adoption has been extraordinary. More than one-third of Qualtrics customers have upgraded to Qualtrics’ AI capabilities, and 90% of our top 50 enterprise customers have deployed at least one of our AI features.

This level of adoption validates our approach: when AI is purpose-built for experience management and grounded in real human understanding, it works.

Qualtrics' investment in Press Ganey Forsta will extend and accelerate that impact.

Press Ganey Forsta brings decades of deep healthcare industry expertise, benchmarks, trusted relationships, and expert advisory services to Qualtrics' comprehensive, best-in-class platform. This compelling combination will provide AI-powered experience management to organizations across industries, accelerate innovation in what's possible, and enable businesses to deliver measurable outcomes at scale.  When AI is purpose built for the people it's designed to serve it delivers better experiences and greater business impact.

"At Delta, success begins with people. Our partnership with Qualtrics helps us deeply understand what matters most to our customers and employees so that we can deliver better outcomes and experiences for the millions we serve. This exciting acceleration of Qualtrics' capabilities will further advance the human experiences central to building trust, connection, and long-term success – something that is essential to every industry in the AI age," said Ed Bastian, CEO, Delta.

A unique opportunity to transform patient and employee experience

In healthcare, the opportunity for Qualtrics and Press Ganey Forsta to make a difference is particularly profound. 

Healthcare is part of our DNA. Since 2017 our team has raised more than $50 million for cancer research as part of the Qualtrics-led non-profit 5 For the Fight. We’re a trusted provider for leading healthcare organizations across the world - like Community Health Network, Memorial Hermann Health System, and Intermountain Health - which use our technology to drive outcomes for their patients, communities, and employees, and partner with us to drive innovation that advances the industry. Most recently, we announced a collaboration with Stanford Health Care to build AI agents that enable care teams to focus on the core of healthcare: the provider-patient relationship.

Our investment in Press Ganey Forsta, which is trusted by 41,000 healthcare providers in more than 30 countries, is another part of this legacy. There’s no more important proving ground for experience management than healthcare. 

Patient and employee experience is fundamental to creating the safety, trust, collaboration, and engagement that lead to better quality of care for patients and healthier, more sustainable work environments for care teams. Our research shows that how patients perceive the care team's concern for them as individuals—the emotional aspect of care—has the most profound effect on trust, greatly surpassing ease of access and even clinical success.

Bringing our two companies together is an exciting opportunity to make a difference in this space. This sentiment has been echoed by leaders across the industry as we’ve shared news of our investment, and we’re inspired to build and bring the community together to transform healthcare experience at scale. 

“At Intermountain Health, we've seen firsthand that when you put patients first, the results speak for themselves—better quality and safety outcomes, improved healthcare experiences, and measurable performance impact. We’re confident that Qualtrics' investment in Press Ganey Forsta is a groundbreaking move for healthcare that will positively transform healthcare experience and quality for the future. Qualtrics and Press Ganey Forsta together have unique capabilities and expertise to scale this across the industry," said Rob Allen, President and CEO of Intermountain Health.

“Press Ganey Forsta and Qualtrics have the opportunity to transform the healthcare experience through innovation in experience measurement, data analytics and artificial intelligence. This transformation would enhance healthcare quality and create a dynamic consumer-driven experience,” said Jeffrey Flaks, President and Chief Executive Officer, Hartford HealthCare.

What comes next

This acquisition is a milestone for Qualtrics and Press Ganey Forsta and a defining moment for the experience management category. It signals one of the first important steps toward AI-powered capabilities built on deep understanding of human experience, which is going to accelerate the innovation and impact we bring to customers.

I'm incredibly excited to welcome the Press Ganey Forsta team to Qualtrics. Together, we'll build a future where AI and human understanding combine to deliver measurable outcomes and create experiences that truly matter for our customers, their employees, and the people they serve.