What the Qualtrics Acquisition of Press Ganey Forsta Will Mean for Health Care

What the Qualtrics Acquisition of Press Ganey Forsta Will Mean for Health Care. The Qualtrics sign outside the company's headquarters.

The competition among experience management companies that use artificial intelligence (AI) platforms to streamline patient feedback data analytics so they can be leveraged in real time to improve services has been accelerating rapidly.

The recent news that Qualtrics was buying Press Ganey Forsta for $6.75 billion has been seen as a landmark event in the market.

As for what this will mean for hospitals and health systems that invest in services like these, Press Ganey’s CEO cautioned that it may take two to three years to largely realize the partnership’s potential.

In the short term, the deal will make it more challenging for the dozens of capital-seeking AI startups entering the field to match the Qualtrics-Press Ganey decades of experience and scope of services. And it will give Qualtrics and Press Ganey more power to compete and work with tech giants like Microsoft, Google and Epic.

Over the next 24 months, Qualtrics and Press Ganey plan to build AI agents that will work around the clock to provide insights that can change the way health care is delivered, Press Ganey CEO Patrick Ryan noted in a recent interview.

“We do a lot of that work today. Imagine if you have AI agents working 24/7, providing insights that can change the way health care is delivered. AI is only as good as the intelligence that you put into it, and the Press Ganey platform and the intelligence that we have been able to collect over the years is really the golden asset,” Ryan said.

3 Takeaways from Forrester on the Qualtrics Acquisition of Press Ganey

Meanwhile, analysts from Forrester offered the following takeaways in a recent blog for how the new partnership could impact the consumer experience, employee experience and health care markets.

1 | Extend Qualtrics’ employee experience reach into health care.

Qualtrics would use Press Ganey (PG) Forsta’s larger footprint in the health care space to better understand providers’ needs to gain more access to this market. At the same time, health care organizations will gain access to more technology options and employee experience expertise.

2 | Set a new standard in health care experience measurement.

Hospitals would gain end-to-end capabilities under one brand, combining Press Ganey’s legacy in patient satisfaction measurement and regulatory expertise with Qualtrics’ investment in analytics and an AI-powered platform.

3 | Force Qualtrics to decide what to integrate and what to sunset.

Forrester analysts expect Qualtrics to integrate some components of PG Forsta and InMoment into its offering. How quickly and thoroughly it will do that is an open question. They anticipate that Qualtrics will maintain its and PG Forsta’s employee experience platforms separately for a while before sunsetting PG Forsta’s and trying to move those clients to the Qualtrics platform.

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