Qualtrics, a leader in experience management, has entered into a definitive agreement to acquire Press Ganey Forsta for $6.75 billion. The transaction will be settled through a combination of cash and equity. This acquisition is expected to create a comprehensive artificial intelligence (AI) platform focused on enhancing customer, patient, employee experiences, and market research.
Strategic Expansion in Experience Management
By merging its advanced technology with Press Ganey Forsta’s extensive data capabilities and healthcare expertise, Qualtrics aims to significantly advance the field of experience management. The alliance aligns with a shared commitment to improve human experience (HX) by developing more tailored products and services.
Qualtrics plans to enhance its existing AI functionalities, including Conversational Feedback and Experience Agents, by integrating Press Ganey Forsta’s reliable data and industry insights. This strategic move is designed to tackle the prevalent challenges in AI adoption, such as trust, relevance, and sector-specific expertise. According to a report from IDC, these barriers often hinder organizations from fully embracing AI technologies.
Transforming Healthcare Delivery
The healthcare sector stands to benefit significantly from this acquisition. Press Ganey Forsta currently serves 41,000 healthcare providers across 30 countries, focusing on improving trust, quality, and safety in patient care. With the incorporation of Qualtrics’ technologies, healthcare providers will be better equipped to enhance both patient and employee experiences, which can lead to improved health outcomes and increased provider retention.
Rob Allen, President and CEO of Intermountain Health, expressed optimism about the implications of this acquisition. He noted, “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.” Allen highlighted that the collaboration between Qualtrics and Press Ganey Forsta has the potential to transform healthcare experiences and quality on a large scale.
As the merger progresses, stakeholders in the healthcare industry are closely monitoring how this integration of resources and technologies will unfold. The expectation is that it will not only enhance patient care but also bolster employee satisfaction and retention in a challenging healthcare landscape.
