Qualtrics announced the completion of its $6.75 billion acquisition of Press Ganey Forsta, significantly expanding its Experience Management (XM) platform with what the company describes as the world’s largest healthcare experience dataset. The transaction marks the largest technology acquisition in Utah history and positions Qualtrics to deepen its presence in healthcare while expanding its AI-driven experience management capabilities across multiple industries.
The acquisition combines Qualtrics’ XM AI and data platform with Press Ganey Forsta’s healthcare experience systems, which are used by more than 41,000 healthcare facilities, including the majority of hospitals in the United States. The companies said the combined platform integrates decades of patient voice data, healthcare operational systems, and regulatory frameworks to create a broader experiential AI dataset focused on human behavior and outcomes.
Qualtrics said the acquisition addresses what it calls the “experience gap,” referring to the difference between patient expectations and the experiences healthcare organizations currently provide. The company noted that patient expectations are increasingly shaped by AI-enabled consumer experiences in industries such as hospitality, travel, retail, and digital services.
According to Qualtrics, the expanded dataset and AI platform will help healthcare providers and payers move from reactive measurement systems to predictive action models capable of anticipating patient needs, simulating outcomes, and orchestrating personalized experiences at scale.
The company also said the acquisition strengthens its broader enterprise offerings for customers in industries including financial services, public sector, hospitality, retail, and technology by expanding the amount of contextual human experience data available within its platform.
Healthcare industry executives and analysts expressed support for the combination, citing the potential for real-time insights, improved patient experiences, stronger operational decision-making, and AI-driven outcome improvements.
KEY QUOTES:
“AI permanently changed what people expect from every experience in their lives. 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.”
Jason Maynard, CEO, Qualtrics
“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. As the industry evolves, organizations 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.”
David Entwistle, President And CEO, Stanford Health Care
“At Carilion, our focus is always delivering safe, high-quality care and the best care experience for our patients. 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.”
Steve Arner, President And CEO, Carilion Clinic
“Our unwavering commitment has always been to deliver the highest quality, safest and most compassionate care for patients. The combination of Qualtrics and Press Ganey will enable our organization to seamlessly bridge the gap between patient experience and clinical outcomes. We are excited to leverage these unified capabilities to surface real time insights, act faster and continuously elevate our standard of care.”
Stephen J. Motew, M.D., President And CEO, UF Health
“This combination brings together two dynamic companies that provide deep AI-powered analytic insights and drive improvement, ultimately accelerating our goal to reach zero harm and build resiliency in the workforce, with the benefactors being our patients, families, clinicians and team members.”
John Couris, President And CEO, Tampa General Hospital
“Qualtrics’ acquisition of Press Ganey Forsta reflects a broader industry shift toward unifying experience and operational data to power AI-driven decision-making. By combining healthcare-specific benchmarking and provider data with its XM platform, healthcare organizations 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.”
Keith Kirkpatrick, VP And Research Director, The Futurum Group
