Provo, Utah – September 13, 2026 -- Qualtrics has introduced its XM Data & AI Platform, a system designed to close what the company calls the "Experience Gap" -- a divide between customer expectations and delivery that it estimates puts close to $3 trillion in sales at risk globally.
Qualtrics builds new platform on data from 18,000 organizations and 41,000 healthcare facilities
The platform consolidates more than two decades of Qualtrics experience data across 18,000 organizations with four decades of healthcare experience data from Press Ganey, spanning over 41,000 facilities. Qualtrics acquired Press Ganey Forsta in May 2026 for $6.75 billion, a deal the company says added regulatory-grade governance and anonymized health data to its experience dataset.
CEO Jason Maynard says customer lifetime value now depends on real-time execution, not strategy alone
"Experience has always been the strategy every leader believed in, but unfortunately the technology wasn't available to execute at scale," said Jason Maynard, CEO of Qualtrics. "Customer lifetime value determines how a company performs over time, and experience is what builds and compounds that value."
Platform adds three capabilities: simulation, prediction and trusted outcomes
The system lets organizations simulate outcomes before committing to pricing or policy changes, predict individual customer behavior in real time, and deploy Experience Agents that act only within an organization's pre-approved rules. Qualtrics states customer data remains inside the client's environment and is never used to train shared models.
TruGreen reports $30 million in total ROI after deploying Experience Agents
TruGreen deployed Experience Agents across millions of customer interactions, generating $7 million in ROI from closed-loop feedback with automated responses and a 30 percent reduction in customer escalations. The company reported $30 million in total ROI across digital optimization, retention and churn prevention efforts tied to the deployment.
SiriusXM cites real-time signal detection as reason for expanded Qualtrics engagement
Steve Lilly, Director of Customer Experience at SiriusXM, said the companies that win are those able to detect signals across every touchpoint and act on them immediately, a factor behind SiriusXM's expanded work with Qualtrics on experience management.
Two new services launch immediately: X-Loop Diagnostic and Reputation Experience
Qualtrics is rolling out an Experience Loop Diagnostic Service that maps customer lifecycles, identifies data gaps, and produces a governance roadmap alongside Qualtrics XM Advisors. A second offering, Reputation Experience, centralizes business listings, review management across Google, Yelp and Facebook, and converts existing survey data into verified ratings readable by search engines and AI assistants.
Full XM Data & AI Platform release scheduled for 2027
Qualtrics confirmed the full platform will become available in 2027, with the two new services -- X-Loop Diagnostic and Reputation Experience -- available immediately.