PROVO, Utah, Sept. 23, 2026 /PRNewswire/ — There is a gap in healthcare between what people expect and what is delivered. It is called the Experience Gap, and it has a human cost. People no longer grade a health system against the hospital across town, but against the best experience they have in any setting.

Too often the problem is clear only after an appointment went unscheduled, care missed the mark, a safety risk went unseen, a clinician burned out, a poor rating went public, or a member  switched plans.

“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,” said Jason Maynard, CEO of Qualtrics.

Qualtrics Healthcare XM
Healthcare XM helps health systems and health plans deliver quality care, reduce costs, and improve patient loyalty through trusted, positive health outcomes.

Healthcare XM is the Press Ganey proprietary data, analytics, and solutions on the XM Data & AI Platform, grounded in decades of robust governance, healthcare and regulatory expertise, rigorous measurement, trusted benchmarks, predictive analytics, and the world’s largest proprietary experiential dataset. Key capabilities include:

• 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.

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). Watch Live.

Measurement at this scale has previously focused on 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 your 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 describes an episode of care, but a patient’s relationship with a health system does not end with one. From the first encounter through ongoing care and the decision to return, loyalty is built or broken in specific moments: whether the care plan is understood, the connection with the nurse or doctor is made, the concern is addressed. That relationship is an experience loop. Available today, the Healthcare XM Experience Loop Diagnostic Service turns that loop into a prescriptive plan grounded in the experience ontology and 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. The Healthcare XM Experience Loop Diagnostic Service is available today. Press Ganey proprietary data, analytics, and solutions will run on the XM Data & AI Platform. Press Ganey applications available today will continue to be fully supported, and will become more valuable on the platform, backed by the same benchmarks, expertise, and advisory services clients rely on.

Thomas H. Lee, MD Named Executive Director, XM Institute

Qualtrics also announced that Thomas H. Lee, MD, has been named Executive Director of XM Institute, Qualtrics‘ global research and thought leadership organization for experience management. XM Institute helps organizations across every industry understand and improve experiences for the people they serve, publishing research, benchmarks, and practical guidance that experience leaders use to close the gap between what people expect and what they receive.

Lee has served as Chief Medical Officer of Press Ganey for fourteen years, is a practicing 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.

“Organizations 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 honored and excited to lead that valuable mission.”

About Qualtrics

Qualtrics is trusted by thousands of the world’s best organizations to power exceptional customer and employee experiences.

https://www.qualtrics.com/.

Contact:
Tyler Petersen, Press@Qualtrics.com

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SOURCE Qualtrics, LLC