Qualtrics launches Healthcare XM with Press Ganey on its Data & AI Platform

Qualtrics introduced Healthcare XM — Press Ganey proprietary data, analytics, and solutions on the XM Data & AI Platform — so health systems and health plans can simulate a change, predict what a specific person will do, and trigger an action in the moment under clinical and privacy rules. The Experience Loop Diagnostic Service is available now. Full Healthcare XM is planned for 2027.

HEALTH desk — hospitals already survey after the fact; Qualtrics is selling the ability to pressure-test a discharge protocol or staffing model before a live unit feels it, and to act when a specific patient is about to no-show — experience ops meeting clinical ops.

The gap the release names, and the chief executive’s sentence. The release says there is a gap in healthcare between what people expect and what is delivered. It calls that the Experience Gap, and says it has a human cost. People, it says, no longer grade a health system against the hospital across town. They grade it against the best experience they have had anywhere. 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. Jason Maynard, chief executive of Qualtrics, said that 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. That is his sentence on the wire. It is not a count of missed visits this desk made.

What the product is supposed to do, in the release’s words. Healthcare XM helps health systems and health plans deliver quality care, reduce costs, and improve patient loyalty through trusted, positive health outcomes. It is grounded in decades of governance, healthcare and regulatory expertise, rigorous measurement, trusted benchmarks, predictive analytics, and what the release calls the world’s largest proprietary experiential dataset. A benchmark is a comparison number, here from Press Ganey’s own surveys. Predictive analytics is a model that says what is likely to happen next. Proprietary means the company owns the data. World’s largest is the company’s claim. This desk did not measure the dataset. The subhead says the XM Data & AI Platform powers Healthcare XM, and that Healthcare XM advances experience management so an organization can simulate, predict, and deliver trusted outcomes. Those verbs are the release’s frame. They are not a result this desk ran.

Five areas the release says the product covers. Patient experience is the whole patient journey, from finding and getting care through treatment, recovery, HCAHPS, and CAHPS. HCAHPS is the hospital patient survey many U.S. hospitals report. CAHPS is the wider family of those consumer surveys. The release names both and does not print a score. Member experience covers enrollment, access, service, care, Medicare CAHPS, and Stars. Medicare CAHPS is the survey version for people on Medicare. Stars, listed beside it, is the Medicare quality-star score a health plan is graded on. The release does not spell Stars out. Workforce experience covers engagement, culture, recognition, and retention: what clinicians need, and where a leader can make a difference. Safety and quality brings together workforce conditions, NDNQI, PSO, safety signals, high reliability, and unit-level performance, so a risk can be seen earlier. NDNQI is the National Database of Nursing Quality Indicators. The release does not spell those letters out. PSO, on a Press Ganey safety line, is the usual short name for a patient safety organization. The release does not spell that out either. A safety signal, here, is the release’s word for a warning that something in a unit is going wrong. High reliability is the aim of catching small failures before they hurt someone. Consumer, brand, and access covers barriers to care, reputation, and growth as the market shifts. These five lists are the release’s. This desk did not audit a survey file.

Simulation, in the release’s words, and the privacy line that sits with it. Measurement at this scale used to look at what already happened. Healthcare XM, the release says, lets a health system or a health plan 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 a trusted outcome inside the moment. A live unit is a real ward or clinic, with real patients. Simulation means trying the change on a model first. The release says Healthcare XM, grounded in that experiential dataset and in Press Ganey benchmarks, generates research-grade simulations of patient cohorts, member segments, workforce roles, and community choice sets. A cohort is a group of patients with something in common. A segment is a slice of members. A community choice set is the release’s phrase for the options a community is choosing among. The release does not define it further. Leaders, it says, can 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. A discharge protocol is the steps for sending a patient home. A staffing model is who is on the unit. A digital front door is the website or app a person uses to start. A service-line launch is a new line of care. A Stars lever is a change aimed at that Medicare star score. Research-grade is the company’s adjective. The same paragraph says patient-identifiable data never leaves the organization’s environment and never trains a shared model. Patient-identifiable means the record can be tied to a named person. A shared model would be one model trained on many customers’ data. That privacy sentence is the release’s promise to the buyer. This desk did not inspect a training log.

Prediction, in the release’s words. Experience Prediction Models, trained on proprietary datasets and grounded in what the release calls the experience ontology, name what a specific person is likely to do. An ontology, here, is a shared map of experience moments, so the model and the people use the same names. The models, the release says, 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. Disenroll means a member leaves the health plan. Elevated means the risk is higher than the unit’s usual baseline. The release does not print how often those predictions are right. Do not invent an accuracy rate.

Trusted outcomes, and the limit on what an agent may write. Healthcare XM, the release says, can initiate outreach, escalate a safety concern, recommend the next best action, or trigger a workflow, all inside the organization’s clinical, regulatory, workforce, and privacy requirements. Outreach is a contact, such as a reminder. Escalate means send the concern to a person who can act. A workflow is a series of steps the software starts. Next best action is the release’s name for the recommended move. The same paragraph says agents do not write clinical orders. A clinical order is a doctor’s instruction, such as a drug or a test. The release draws that line. It does not say a person has been removed from the decision. These lines are the release’s. This desk did not watch an outreach go out.

What is for sale today, and what waits until 2027. The release says a patient journey map describes one episode of care, but the relationship does not end there. 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, whether the connection with the nurse or the doctor is made, and whether the concern is addressed. The release calls that relationship an experience loop. The Healthcare XM Experience Loop Diagnostic Service is available today. It turns the loop into a prescriptive plan grounded in the experience ontology and in decades of care-journey programs: which moments carry weight, where data is missing, and what to activate first. Prescriptive means it says what to do, not only what happened. Full Healthcare XM will be available in 2027. The release does not print a month inside 2027. 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, the release says, backed by the same benchmarks, expertise, and advisory services clients already use. The same page says Qualtrics will preview Healthcare XM on a livestream on 23 Sep 2026 at 9:00 a.m. Central, which is 10:00 a.m. Eastern. The copy this desk read says “Watch Live” and does not print the URL. Do not invent one.

A customer sentence on the wire, as a quote, not as a deployment this desk visited. Tina Freese Decker, chief executive of Corewell Health, said the system is focused on extraordinary experiences for patients, health plan members, and consumers. She said that when personal interaction information is available in the moment, it does not sit in a dashboard or wait for the next survey. It is in the hands of the people who can act on it, in real time, and that is another way to improve the relationship with the people they serve. A name and a title on a release are not a contract this desk read. The page does not say Corewell has bought Healthcare XM, and it does not print a price.

The research appointment announced the same day. Qualtrics named Thomas H. Lee, MD, executive director of XM Institute, which the release calls Qualtrics’ global research and thought-leadership organization for experience management. XM Institute, the release says, helps organizations in every industry understand and improve experiences, and it publishes research, benchmarks, and practical guidance. Lee has been chief medical officer of Press Ganey for fourteen years. He is a practicing internist and cardiologist at Brigham and Women’s Hospital. An internist is a doctor for adult medicine. A cardiologist treats the heart. He holds faculty appointments at Harvard Medical School and the Harvard T.H. Chan School of Public Health, and he is editor-in-chief of NEJM Catalyst. NEJM is the New England Journal of Medicine. Catalyst is that journal’s publication on care delivery. Lee said organizations everywhere are struggling to close the experience gap, that XM Institute provides research-backed guidance so leaders can design experiences that earn trust, and that he is honored to lead that mission. Fourteen years, the titles, and the quote are the release’s. This desk did not confirm the faculty appointments on a Harvard page.

What the about box says, and what the company homepage does not. The about box says Qualtrics is trusted by thousands of the world’s best organizations to power customer and employee experiences, and it points readers to qualtrics.com. Thousands is the company’s word. The page does not print a tighter count. The homepage at qualtrics.com describes the XM Data & AI Platform in general business language: simulation, prediction, and trusted outcomes, an experience gap, and a line that enterprises, governments, and healthcare run sensitive experience programs on Qualtrics. It also says the platform combines 25 years of experience data, and a separate line says synthetic audiences based on research-grade language models can test a message before launch. Synthetic, there, means a stand-in audience, not a real patient panel. That 25-year line and that synthetic-audience line are the homepage’s. They are not sentences on the 23 Sep healthcare wire. The homepage this desk read does not print the 08:00 ET stamp, the Healthcare XM name, Press Ganey, Thomas H. Lee, Corewell Health, the Experience Loop Diagnostic, or 2027. Do not merge the homepage’s synthetic audience into the wire’s patient-cohort simulation.

Plain English for the rest of the card: Healthcare XM = Press Ganey data, analytics, and solutions on Qualtrics’ XM Data & AI Platform. XM = experience management. 08:00 ET = the wire’s stamp, noon UTC. Experience Gap = the release’s name for the distance between what people expect and what they get. HCAHPS = the hospital patient survey. CAHPS = the wider survey family. Stars = the Medicare plan quality score named beside Medicare CAHPS. NDNQI = the nursing quality database. PSO = the release’s unexpanded safety abbreviation, usually a patient safety organization. cohort = a group of patients. disenroll = a member leaves the plan. ontology = a shared map of experience moments. clinical order = a doctor’s instruction, which the release says these agents do not write. Experience Loop Diagnostic Service = available today. 2027 = when full Healthcare XM is planned, with no month printed. 9:00 a.m. Central = the preview livestream, 10:00 a.m. Eastern, with no URL on the page. fourteen years = Lee’s time as Press Ganey chief medical officer. thousands = the about box’s customer word. 25 years, and synthetic audiences, stay on the homepage. This filing is the 23 Sep announcement. It is not a hospital contract, and it is not a model this desk scored.

PRIMARY here: Qualtrics’ 23 Sep 2026 PR Newswire release, stamp Sep 23, 2026, 08:00 ET, datelined Provo, Utah — Tier A PRIMARY, the company’s own record. The Healthcare XM introduction, the Press Ganey data line, the five coverage areas, the simulation, prediction, and trusted-outcomes frame, the privacy sentence, the agents-do-not-write-clinical-orders sentence, the Experience Loop Diagnostic available today, full Healthcare XM in 2027, the continued support for today’s Press Ganey applications, the livestream time with no URL, the Maynard quote, the Decker quote, the Lee appointment and the fourteen-year, Brigham, Harvard, and NEJM Catalyst lines, and the about box are that release’s. The homepage’s 25-year line, the synthetic-audience line, and the enterprises-governments-and-healthcare line are the homepage’s. NOT claimed: that this desk measured the world’s largest dataset, an accuracy rate for the prediction models, a price, a Corewell purchase, a month inside 2027, a livestream URL, that the homepage’s synthetic audience is the healthcare simulation, that this desk confirmed the Harvard appointments, a stock tip, or investment advice. Distinct from the already-filed oracle-health-revenue-cycle-ai, ultrasight-24m, and enveda-311m.