Qualtrics launches Healthcare XM with Press Ganey data

Qualtrics has introduced Healthcare XM, a healthcare-focused offering on its XM Data & AI Platform, with launch planned for 2027.

The service brings Press Ganey's healthcare data, analytics and benchmarks onto Qualtrics' platform, extending the technology and datasets acquired through its USD $6.75 billion purchase of Press Ganey Forsta earlier this year.

Healthcare XM is aimed at health systems and health plans that want to use patient, member, workforce and safety data more immediately. It is designed to move beyond retrospective measurement by allowing organisations to model possible changes, predict behaviour and trigger action while care or service decisions are still being made.

The launch is one of the clearest product integrations since the acquisition. Press Ganey has long been known for patient experience measurement and healthcare benchmarking, and Qualtrics is now placing that information within a broader experience management platform that also uses artificial intelligence tools.

The product will cover patient experience, member experience, workforce experience, safety and quality, and consumer access and brand issues. It is intended to help healthcare operators track where friction emerges across a care journey or insurance relationship, while identifying patterns linked to missed appointments, staff turnover or safety concerns.

One feature is simulation, which will allow healthcare leaders to test the likely effects of changes such as discharge protocols, staffing models, digital access tools or service-line launches before applying them in live settings.

Another is prediction. Models trained on proprietary datasets will be used to identify individuals or units that may be at risk, including patients who may miss appointments, members who may disenrol, nurses considering leaving and units facing elevated safety risks.

A third area is what Qualtrics calls trusted outcomes, where the system can initiate outreach, escalate a safety concern, recommend next steps or trigger workflows within an organisation's existing rules around privacy, workforce practice and regulation. It will not generate clinical orders.

Jason Maynard, Chief Executive Officer of Qualtrics, framed the launch as a response to shifting patient expectations and the growing role of artificial intelligence in healthcare services.

"When AI changes what people expect faster than healthcare organisations can change how they deliver care, the consequences extend far beyond financial or competitive risk. They affect trust, health outcomes, and people's lives," said Maynard.

Experience loops

Alongside the planned 2027 launch, a related Healthcare XM Experience Loop Diagnostic Service is available now. It is intended to help healthcare organisations map recurring points in the patient relationship where loyalty is won or lost, identify missing data and decide which actions to prioritise first.

Qualtrics argues that standard journey mapping often focuses on a single episode of care, while longer-term patient relationships depend on repeated interactions over time. In practice, that includes whether patients understand care plans, how they assess interactions with clinicians and whether concerns are resolved.

A customer endorsement in the announcement came from Corewell Health, whose Chief Executive Officer linked real-time access to interaction data with faster frontline action.

"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," said Decker.

Research unit

Separately, Qualtrics has appointed Thomas H. Lee to lead XM Institute, the company's research arm for experience management. He takes the role of Executive Director after serving for 14 years as Chief Medical Officer of Press Ganey.

Lee is also a practising internist and cardiologist at Brigham and Women's Hospital and holds faculty appointments at Harvard Medical School and the Harvard T.H. Chan School of Public Health. He is also Editor-in-Chief of NEJM Catalyst.

The XM Institute publishes research, benchmarks and guidance for organisations seeking to improve customer, patient and employee experiences. Lee's appointment suggests Qualtrics intends to draw more heavily on healthcare expertise as it develops thought leadership and advisory work across sectors.

"Organisations everywhere are struggling to close the experience gap," said Dr. Lee. "XM Institute provides research-backed guidance to help leaders design and deliver experiences that earn trust. I'm honoured and excited to lead that valuable mission."