Provo, Utah – September 23, 2026 -- Qualtrics unveiled Healthcare XM, a new platform built on Press Ganey's proprietary data and what the company calls the world's largest human experiential dataset, aimed at helping health systems and health plans simulate care changes, predict patient behavior, and act on safety risks before they escalate.
Qualtrics builds Healthcare XM on Press Ganey data to close the industry's experience gap
The platform runs on the Qualtrics XM Data & AI Platform and combines decades of Press Ganey benchmarks, regulatory expertise, and predictive analytics. It covers five domains: patient experience across HCAHPS and CAHPS journeys, member experience including Medicare CAHPS and Stars ratings, workforce engagement and retention, safety and quality signals such as NDNQI and PSO data, and consumer and brand positioning.
"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.
Simulation and prediction models let hospitals test protocols before rollout
Healthcare XM generates research-grade simulations of patient cohorts, member segments, and workforce roles, allowing leaders to pressure-test a discharge protocol, staffing model, or digital front door before it reaches a live unit. Patient-identifiable data stays within the client's environment and does not train a shared model.
Separately, Experience Prediction Models identify patients at risk of missing appointments, members likely to disenroll, nurses considering leaving, and units facing elevated safety risks while intervention is still possible. The system can trigger outreach, escalate safety concerns, or recommend next-best actions within clinical and regulatory constraints, though agents cannot write clinical orders.
Corewell Health cites real-time data over dashboard delays
Tina Freese Decker, CEO of Corewell Health, said personal interaction information reaching staff in real time -- rather than sitting in a dashboard or awaiting the next survey -- changes how the organization serves patients, members, and consumers.
Healthcare XM ships in 2027; diagnostic service available now
Qualtrics said full Healthcare XM capability will be available in 2027, while the Healthcare XM Experience Loop Diagnostic Service, which turns patient-loyalty touchpoints into a prescriptive action plan, is available immediately. Existing Press Ganey applications will continue full support and gain added value from the shared platform's benchmarks and advisory services.
Qualtrics names Dr. Thomas Lee to lead XM Institute research arm
Qualtrics also appointed Thomas H. Lee, MD, as Executive Director of XM Institute, its global research organization for experience management. Lee served fourteen years as Chief Medical Officer of Press Ganey, practices as an internist and cardiologist at Brigham and Women's Hospital, holds faculty appointments at Harvard Medical School and the Harvard T.H. Chan School of Public Health, and is editor-in-chief of NEJM Catalyst.
"Organizations everywhere are struggling to close the experience gap," Lee said. "XM Institute provides research-backed guidance to help leaders design and deliver experiences that earn trust."