AI is redefining patient expectations in real time, and healthcare systems are racing to close the gap between clinical excellence and modern consumer-grade experiences.

Qualtrics + Press Ganey Forsta gives healthcare leaders the power to anticipate patient needs before they escalate, transforming healthcare experience from reactive measurement into predictive action.

The largest tech acquisition in Utah history marks a defining moment for the future of AI, healthcare, and Experience Management.

PROVO, Utah — May 18, 2026 — Today Qualtrics announced the completion of its acquisition of Press Ganey Forsta for $6.75 billion USD. Qualtrics created the Experience Management category to deliver legendary experiences for organizations and the people they serve. The acquisition expands the world’s largest proprietary human Experience Management (XM) AI & data platform with the scale and depth of the world’s largest healthcare experience dataset.

The Experience Gap problem

The experience gap is the delta between what patients expect versus what organizations can deliver. Life is moving at the speed of AI and expectations have never been higher. Patients no longer compare their healthcare experience to the hospital across town, but to the best hospitality, travel, dining, concierge, and digital experiences they have anywhere in their lives. Now, people walk into healthcare systems informed, researched, empowered, anxious, and expectation-hungry with an AI doctor in their pocket.

“AI permanently changed what people expect from every experience in their lives,” said Jason Maynard, CEO of Qualtrics. “That’s why the future will be won in the Experience Gap. Leaders want to deliver intelligent, responsive, and predictable human experiences. In the age of AI, experience is now the differentiator in every industry, and for the first time ever that problem can be solved in healthcare. The rich data and context intelligence we are building raises the standard for what experience management can do across every industry we serve.”

Experience Management is the required context for human-first AI experiences

The Qualtrics proprietary XM AI and data platform provides the human understanding and contextual inference that large language models alone lack. This transforms proprietary experiential signals into trusted, outcome-driven experiences in every moment that matters.

Press Ganey Forsta is the trusted standard for healthcare experience. More than 41,000 healthcare facilities rely on Press Ganey Forsta measurement systems, including the majority of U.S. hospitals. This proprietary advantage is based on decades of patient voice data, deep relationships with provider, payer, and post-acute leaders. This unique combination is purpose-built for the clinical, regulatory, and operational realities of care delivery.

The combination of Qualtrics and Press Ganey Forsta enables healthcare providers and payers to benefit from the most robust and complete human experience set of experiential data in the world.

This dataset creates the engine for a new generation of Al-driven synthetic experience intelligence systems capable of simulating outcomes, predicting human needs and behaviors, and orchestrating more personalized experiences at unprecedented scale.

The future of healthcare will be defined by both clinical excellence, and the ability to orchestrate connected, whole-person experiences across the entire spectrum of healthcare, recovery, behavioral health, preventative care and wellness.

With the acquisition of Press Ganey Forsta the Experience Management dataset expands significantly with the inclusion of an entirely unique and broad dimension of data around the most important element of every human’s life, their health.

For Qualtrics customers in financial services, public sector, technology, retail, hospitality, and beyond, this means a more powerful platform — more data, more context, and more precise AI — in service of the same outcomes they rely on Qualtrics to deliver today.

Leaders across healthcare support the combination of Qualtrics and Press Ganey Forsta

“The opportunity ahead for healthcare is not simply more data or more AI, it is the ability to turn insight into timely, human-centered action,” said David Entwistle, President and CEO of Stanford Health Care. “As the industry evolves, organizations that succeed will be those that pair proven technology with deep expertise in patient and care team experience to drive meaningful improvements in care delivery, trust, and outcomes.”

“At Carilion, our focus is always delivering safe, high-quality care and the best care experience for our patients,” said Steve Arner, President and CEO of Carilion Clinic. “To meet evolving community needs, health systems need to understand what patients and caregivers are experiencing in real time and respond thoughtfully. The combination of Qualtrics and Press Ganey Forsta will help identify timely insights to support informed decisions, stronger connections, and ultimately a better care experience for our team and the patients who depend on us.”

“Our unwavering commitment has always been to deliver the highest quality, safest and most compassionate care for patients. The combination of Qualtrics and Press Ganey will enable our organization to seamlessly bridge the gap between patient experience and clinical outcomes. We are excited to leverage these unified capabilities to surface real time insights, act faster and continuously elevate our standard of care,” said Stephen J. Motew, M.D., President and CEO of UF Health.

“This combination brings together two dynamic companies that provide deep AI-powered analytic insights and drive improvement, ultimately accelerating our goal to reach zero harm and build resiliency in the workforce, with the benefactors being our patients, families, clinicians and team members,” said John Couris, President and CEO of Tampa General Hospital.

“Qualtrics’ acquisition of Press Ganey Forsta reflects a broader industry shift toward unifying experience and operational data to power AI-driven decision-making,” said Keith Kirkpatrick, VP & Research Director with The Futurum Group. “By combining healthcare-specific benchmarking and provider data with its XM platform, healthcare organizations will be well positioned to transition from relying solely on retrospective insights to leveraging real-time, outcome-oriented actions that improve both patient and provider experiences.”

About The Company

Together, Qualtrics and Press Ganey Forsta are the world’s leading Experience Management (XM) platform, helping organizations understand, predict, and improve human outcomes across customer, employee, and patient experiences. By uniting Qualtrics’ leadership in Experience Management with Press Ganey Forsta’s Human Experience (HX) Platform, the combined company enables organizations to turn experience insights into strategic advantage across healthcare, financial services, hospitality, retail, technology, and other industries worldwide.

• AI‑powered Text Analytics transform customer feedback into faster, targeted insights, delivered via executive summaries, actionable recommendations and role‑based dashboards. 

• The program will enable Aussie Broadband to demonstrate CX impact and ROI, support its customer‑first, transparency‑led strategy and drive continuous improvement as the business grows. 

[SYDNEY, MAY 14, 2026] –  Forsta, a Press Ganey company, today announced that Aussie Broadband, Australia’s most trusted broadband and telecommunications provider, has successfully launched on the HX Platform, strengthening its ability to capture, analyse and act on customer feedback at scale. 

As Aussie Broadband continues its rapid growth and commitment to transparent, customer-first service, the organisation sought a modern, flexible experience measurement platform that would empower its Voice of Customer (VoC) team, support strong data governance and deliver actionable insight across the business. Forsta’s HX Platform was selected for its advanced AI capabilities, intuitive self-service and ability to support both operational and strategic decision-making. 

A key focus for Aussie Broadband’s next phase is leveraging Forsta’a AI-powered Text Analytics, to efficiently unlock insight from large volumes of customer verbatim feedback. As a result, critical insights will be delivered faster and in formats tailored to different stakeholders, including executive summaries, actionable recommendations, and role‑based dashboards, significantly reducing manual effort across teams. This capability will play a critical role in demonstrating the impact of the new platform, improving insight velocity and enabling deeper understanding of customer needs and pain points. 

“Launching our new experience measurement program on the HX Platform was a significant moment for our team,” said Nicole Crabtree, Efficiency & Performance Manager at Aussie Broadband. “We needed a platform that was modern, flexible, and powerful enough to grow with us. The HX Platform gives us confidence in our data, enables our team to be more self‑sufficient and sets us up to clearly demonstrate the value of customer insight to our leaders and stakeholders.” 

The launch marks a major milestone for Aussie Broadband’s customer experience program, following a carefully managed transition and implementation that prioritised change management, internal readiness and stakeholder confidence. 

“Aussie Broadband has a clear vision for how customer insight should drive better experiences and smarter decisions,” said David Blakers, Managing Director, APAC at Forsta. “We’re proud to support them with the HX Platform as they scale their VoC program, embed strong data governance, and leverage AI to activate insight across the organisation faster. Their focus on targeted distribution of customer insights across the organisation and faster action is exactly where leading CX programs are heading.” 

With the HX Platform now live, Aussie Broadband is well positioned to use real-time insights, advanced AI capabilities and structured action management to continue delivering on its customer-first promise in a competitive Australian telecommunications market.

About Forsta  

Forsta powers the HX (Human Experience) Platform—a suite of comprehensive experience and research solutions technology platform that break down the silos between Customer Experience (CX), Employee Experience (EX), Brand Experience (BX), and Market Research—so that companies can get a deeper, more complete understanding of the experiences of their audiences. Forsta’s technology, combined with its team of expert consultants, helps thousands of organizations across a variety of industries, including financial services, hospitality, market research, professional services, retail, and technology. Forsta is recognized by Gartner® as a Leader in the 2026 Gartner® Magic Quadrant for Voice of the Customer (VoC) Platforms, marking four consecutive times. Forsta is a Press Ganey company. 

Media Contact 

Vittorio Baiocchi – vittorio.baiocchi@pressganey.com 

[CHICAGO, MARCH 10, 2026] – Press Ganey Forsta, a leader in experience measurement, data analytics, and insights, today announced its recognition as a Leader in the 2026 Gartner® Magic Quadrant for Voice of the Customer (VoC) Platforms. This marks the company’s fourth consecutive time being named a Leader, highlighting the company’s continued position as a Leader and the strength of its Human Experience (HX) platform in supporting complex, regulated industries.  

Gartner evaluated vendors on Completeness of Vision and Ability to Execute.  

“We are proud to be recognized as a Leader for the fourth consecutive time,” said Patrick T. Ryan, Chairman and CEO of Press Ganey Forsta. “Organizations operating in complex, regulated environments require scalable technology, deep industry expertise, and trusted support. We remain focused on helping large enterprises strengthen their Voice of the Customer programs with the infrastructure, compliance, and advisory capabilities they need to succeed.” 

Why the world’s leading organizations trust the HX Platform 

Press Ganey Forsta offers leading products in healthcare, financial services, and insurance, with offerings in retail and business services. Its HX platform, combined with leading expertise and services, supports hundreds of thousands of simultaneous users and is designed to meet the needs of complex global enterprises. The platform accommodates sophisticated organizational structures, enabling users to operate across multiple roles and hierarchies. 

“Our focus is on helping organizations operationalize feedback,” said Darren Dworkin, President and COO of Press Ganey Forsta. “By combining enterprise-grade infrastructure, regulatory expertise, and AI-powered insight generation, we are enabling clients to strengthen customer, employee, brand, market research, and patient experience programs in increasingly complex environments.” 

Learn More 

Additional details on the 2026 Gartner Magic Quadrant for Voice of the Customer Platforms are available here.

Disclaimers 

Gartner, Magic Quadrant for Voice of the Customer Platforms, Deborah Alvord, Michael Maziarka, Chad Storlie, Maria Marino, Brad Fager, 9 March 2026.Gartner and Magic Quadrant are trademarks of Gartner, Inc. and/or its affiliates. 

Gartner does not endorse any company, vendor, product or service depicted in its publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner publications consist of the opinions of Gartner’s business and technology insights organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this publication, including any warranties of merchantability or fitness for a particular purpose. 

About Press Ganey Forsta 

Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey Forsta is recognized by Gartner^® as a Leader in the Magic Quadrant for Voice of the Customer (VoC) Platforms.   

Media Contact: 
publicrelations@pressganey.com 

Recognition highlights deep data assets and AI expertise

Press Ganey Forsta, a leading global provider of AI-powered experience technology, data analytics, and insights, today announced it has been named a Leader in the IDC MarketScape: Worldwide Voice of the Customer Applications 2025–2026 Vendor Assessment (#US53061225, December 2025). The IDC MarketScape evaluated Voice of the Customer (VoC) providers worldwide, assessing both capabilities and strategic vision. 

According to the report: “Its platform is particularly well suited for organizations seeking to unify data from myriad sources, accelerate insight-to-action cycles, and drive measurable improvements in both customer, market, employee, and patient experience. Press Ganey Forsta’s holistic approach and robust support make it a strong partner for those aiming to move beyond traditional customer surveying to transformative, data-driven human experience programs.” 

“The voice of the customer has become a strategic imperative for every organization,” said Patrick T. Ryan, Chairman and CEO of Press Ganey Forsta. “Leaders today must understand how experiences connect across customers, employees, and the broader enterprise. We are proud to help organizations transform insight into enterprise-wide action. We believe being recognized as a Leader in the IDC MarketScape reflects the impact of that work and the strength of our Human Experience platform.” 

The Press Ganey Forsta HX platform brings together experience data across the full enterprise — including surveys, social listening, digital communities, behavioral data, and operational systems — into a single, integrated hub. Advanced AI and analytics capabilities help organizations analyze structured and unstructured feedback at scale, surface emerging trends, prioritize actions, and embed improvements directly into workflows. 

Press Ganey Forsta believes this recognition underscores the company’s continued investment in AI innovation, industry-specific expertise, and a partnership-driven approach that supports clients from strategy through execution. 

The IDC MarketScape excerpt provides insight into: 

• Press Ganey Forsta’s key strengths and differentiators 
• The evolving role of AI and unified experience platforms in enterprise decision-making 

To learn more and access the IDC MarketScape excerpt, visit this page on the Forsta website.

About IDC MarketScape: 

IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of technology suppliers can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective suppliers. 

About Press Ganey Forsta 

Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey is recognized by Gartner® as a Leader in the Magic Quadrant for Voice of the Customer (VoC) Platforms. 

Media Contact

publicrelations@pressganey.com

New AI agents embed intelligence across the research lifecycle, streamlining setup, analysis, and reporting

Forsta, a Press Ganey company and a leading provider of experience measurement, data analytics, insights, and market research technology, today introduced new AI agents in Research HX. The AI-powered agents help research teams meet rising demands for speed and quality without sacrificing rigor.  

As research teams face increasing pressure to deliver faster results with leaner resources, Forsta’s AI agents embed intelligence directly into the research process, from survey setup and metadata management to verbatim analysis and executive-ready reporting. 

“Research agents are part of a broader evolution of Research HX,” said Tobi Andersson, Forsta’s Senior Vice President and General Manager of Market Research. “We are embedding purpose-built AI at critical stages of the research process—from auto-generating report slides and accelerating verbatim analysis, to metadata management that speeds report setup and slide-level evaluation that strengthens how insights are presented. These capabilities deliver meaningful productivity gains while helping research teams move faster without compromising quality, rigor, or control. And this is just the beginning.” 

Together, these AI-powered agents reduce manual effort, shorten review cycles, and streamline reporting workflows. By combining automated report generation, AI-driven verbatim summarization, metadata optimization, and structured review, research teams can reduce reporting timelines by 50%. 

Market research agents and AI across the end-to-end process: 

• Metadata: New metadata agent that cleans and standardizes data before reporting begins—accelerating setup and usability. 
• Reporting: Automatically turns data into presentation-ready reporting in PowerPoint to speed time to insight. New agentic reporting and visualization capabilities are coming later in 2026, providing more options with less work. 
• Research: New research agent that delivers tailored decision-ready insights from reports to surface key findings and conclusions in seconds. Including the ability to query your reports to unlock improvements. 

As an early adopter of Forsta’s AI agents, Novus Group International has explored these capabilities to support the structuring of information and initial overviews, allowing its analysts to focus more time on deeper analysis and insight development. 

“AI did not arrive as one invention. It arrived as a patchwork of powerful capabilities—text analytics, algorithms, risk models, language models—each one valuable, but often siloed,” said Mike Thompson, Press Ganey Forsta’s Chief Analytics Officer. “We’re bringing the full AI stack of capabilities together to work toward a common goal. We’re investing heavily in agent orchestration, calling the right specialized agent at the right time, chaining insights into actions across experience management and research use cases.” 

The introduction of these AI agents builds on Forsta’s continued recognition as a leader in experience and research technology, including its recent placement as a Leader in the IDC MarketScape: Worldwide Voice of the Customer Applications 2025–2026 Vendor Assessment. 

To learn more about the new AI agents in Research HX, and see how they can strengthen your research workflow, visit this page on the Forsta website. 

About Forsta 

Forsta powers the HX (Human Experience) Platform—a suite of comprehensive experience and research solutions technology platform that break down the silos between Customer Experience (CX), Employee Experience (EX), and Market Research—so that companies can get a deeper, more complete understanding of the experiences of their audiences. Forsta’s technology, combined with its team of expert consultants, helps thousands of organizations across a variety of industries, including financial services, hospitality, market research, professional services, retail, and technology. Forsta is recognized by Gartner® as a Leader in the 2025 Gartner® Magic Quadrant for Voice of the Customer (VoC) Platforms, marking three consecutive times. Forsta is a Press Ganey company. 

St. Luke’s Medical Center, one of Asia-Pacific’s most trusted and innovative healthcare institutions, has selected the HX Platform, from Forsta, a Press Ganey company, to transform how the organization listens, understands, and acts on the voice of patients, families, and healthcare workers. 

The adoption of the HX Platform marks a major step in St. Luke’s mission to deliver world‑class care with patient-centricity at its heart. By unifying patient experience, operational metrics and advanced analytics in a single HX platform, St. Luke’s will gain a comprehensive, real‑time understanding of experience across the care journey—from admission to discharge and beyond. 

“At St. Luke’s, excellence in clinical care must go hand in hand with excellence in human experience,” said Janice “Nice” Tiambeng, Vice President and Head of Patient Experience at St. Luke’s Medical Center. “The HX Platform gives us the ability to see every patient interaction through a clearer, more connected lens. This partnership accelerates our journey toward a truly integrated, compassionate, and patient-centric model of care.” 

Forsta’s HX Platform gives St. Luke’s access to the industry’s most powerful, flexible, and connected experience technology. The platform breaks down historical silos delivering one integrated source of truth. With advanced text analytics, AI‑powered analysis and intuitive dashboards, teams across St. Luke’s can activate insights in real time while benefiting from improved usability for healthcare teams.  

“St Luke’s Medical Centre is continually improving our understanding of patient feedback, our sharing of insights and, ultimately, our patient experience,” Tiambeng said. “With Forsta’s HX Platform we now have a continuous, holistic view of what patients and healthcare workers are telling us — and the tools to respond with speed and empathy.” 

Forsta brings unmatched healthcare and human‑experience expertise to the partnership. Trusted by over 41,000 healthcare organizations, Forsta combines deep clinical insight with cutting‑edge technology to help providers understand what’s happening now, anticipate what comes next, and take the right actions to elevate care. 

“St. Luke’s Medical Center is a leader in redefining what exceptional care looks like in Asia-Pacific,” said David Blakers, Managing Director, APAC, at Forsta. “By adopting the HX Platform, they’re embracing a connected Human Experience strategy that unites patient, employee, and operational insights. This is the future of healthcare experience — and St. Luke’s is setting the standard.” 

The long‑term goal for St Luke’s: a fully connected, insight‑driven ecosystem that strengthens patient trust, improves clinical outcomes, and supports staff across the entire organization

About Forsta 

Forsta powers the HX (Human Experience) Platform—a suite of comprehensive experience and research solutions technology platform that break down the silos between Customer Experience (CX), Employee Experience (EX), and Market Research—so that companies can get a deeper, more complete understanding of the experiences of their audiences. Forsta’s technology, combined with its team of expert consultants, helps thousands of organizations across a variety of industries, including financial services, hospitality, market research, professional services, retail, and technology. Forsta is recognized by Gartner® as a Leader in the 2025 Gartner® Magic Quadrant for Voice of the Customer (VoC) Platforms, marking three consecutive times. Forsta is a Press Ganey company.

Media Contact

Vittorio Baiocchi – vittorio.baiocchi@pressganey.com 

Forsta, a Press Ganey company, today announced that Storage King, one of Australia and New Zealand’s leading self‑storage providers, has selected the Human Experience (HX) Platform to power the next stage of its customer experience (CX) strategy. The move gives Storage King’s CX team access to AI‑infused analytics, next‑generation dashboarding and unified program management designed to scale seamlessly as the business continues to grow. 

“The step-change in AI quality was impressive,” said Reiner Low, CFO at Storage King. “When we looked at the capabilities, choosing Forsta was the logical choice. We now have the tools to connect every signal across the entire customer journey and prioritise actions with confidence. For us, CX must deliver real commercial outcomes and the HX Platform puts us in a strong position to prove ROI at every step.” 

Immediate Improvements and New Capabilities 

With Forsta, Storage King can now: 

• Deploy best‑in‑class text analytics and AI to analyse large volumes of open‑ended feedback with industry‑leading accuracy 
• Use generative AI to build tailored, contextually aware models faster across their multi-channel feedback 
• Use next‑gen dashboards to visualise journey-based customer insights in real time 
• Integrate multiple feedback sources, including surveys, reviews and other multi-modal collection methods into the HX Platform, where they’re analysed side‑by‑side through advanced text analytics—giving a more complete customer picture and deeper location‑level insights 

Future CX Innovation and ROI Focus 

Storage King plans to continue evolving its CX program, leveraging the platform’s ability to unify signals and deliver a complete, data‑driven view of the customer. This includes expanded AI automation, broader team enablement and direct measurement of ROI tied to customer actions and operational improvements. 

“We are thrilled to welcome Storage King to Forsta,” said David Blakers, Forsta’s Managing Director, APAC. “It’s absolutely the right choice for an organisation looking to elevate and scale its CX program with speed and confidence. With the HX Platform, organisations finally get an unmatched combination of domain expertise, data, and technology—all powered by best‑in‑class NLP and LLM capabilities unique to our platform and infused into every aspect of it. From expanding listening across every touchpoint, to deepening insights with connected data and advanced AI, to accelerating action through intelligent automation—we look forward to supporting Storage King as they turn insights into actions that drive meaningful commercial and customer outcomes for years to come.” 

About Forsta

Forsta powers the HX (Human Experience) Platform—a suite of comprehensive experience and research solutions technology platform that break down the silos between Customer Experience (CX), Employee Experience (EX), and Market Research—so that companies can get a deeper, more complete understanding of the experiences of their audiences. Forsta’s technology, combined with its team of expert consultants, helps thousands of organizations across a variety of industries, including financial services, hospitality, market research, professional services, retail, and technology. Forsta is recognized by Gartner® as a Leader in the 2025 Gartner® Magic Quadrant for Voice of the Customer (VoC) Platforms, marking three consecutive times. Forsta is a Press Ganey company.

Media Contact

Vittorio Baiocchi – vittorio.baiocchi@pressganey.com 

Forsta, a leading provider of experience measurement, data analytics, and insights, has launched Narrative HX, an AI-powered solution for unstructured feedback analysis.  

Narrative HX turns raw feedback into structured insights—highlighting common pain points, signals of trust or concern, and the factors driving customer decisions—and delivers those insights directly into summaries, recommendations, and role-based dashboards. 

In head-to-head testing, Narrative HX significantly outperformed traditional rule-based and legacy machine learning approaches across multiple criteria, commonly achieving accuracy in the mid-90% range, with 2× higher recall and model creation within minutes.  

Organizations in healthcare, financial services, insurance, retail, and market research already use Narrative HX to move faster from qualitative data to decisions. By reducing turnaround from weeks to hours, the solution makes advanced text analytics accessible to everyday users while scaling to enterprise demands. 

Narrative HX features: 

• End-to-end generative AI: Create tailored text analytics models in minutes, no manual rules required 
• Multilingual analysis: Automatically detect and analyze feedback in ~50 languages; categories display in English for consistent reporting 
• Custom categories and sentiment: Build tailored categories that fit your business and see sentiment at both the comment and theme level 
• Studio visualization integration: Push results straight into existing HX Platform dashboards, no new tools or interfaces to learn 
• Model reusability and trending: Save and reuse models to track changes over time 

Every industry is flooded with unstructured feedback from surveys, contact centers, digital channels, and social platforms. But traditional rule-based approaches are slow and rigid. Narrative HX replaces manual effort with AI-powered automation so organizations can surface themes, sentiment, and trends quickly and act with confidence. 

“Today, organizations receive staggering volumes of unstructured feedback, but the real challenge is turning that noise into insight that fuels action,” said Darren Dworkin, Chief Operating Officer of Press Ganey. “Narrative HX makes that possible. AI surfaces themes, sentiment, and trends in real time, giving leaders in every industry the clarity they need to act quickly.”  

Early adopters report faster analysis cycles, higher productivity, and quicker action on emerging issues. Narrative HX helps organizations bring qualitative voices into daily decision-making, from improving patient and customer journeys, to building brand trust, to accelerating global research.  

“Narrative HX has transformed how we act on patient feedback,” said Vanessa Mona, Vice President, Consumer Insights and Experience of Henry Ford Health. “What once required hours of manual effort is now automated, giving our team faster insights and more time to focus on what matters most to patients. With Senior Experience Analytics Specialist Cailin Haggerty leading the way, we’ve uncovered issues like patients struggling to find the portal and addressed them right away, ensuring patient voices don’t get lost in the noise.”  

To learn more about how Forsta is helping organizations turn qualitative feedback into action with Narrative HX, contact us to speak to an expert. 

Press Ganey Forsta, the leading provider of experience measurement, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders, has launched Insurance HX, a unique, purpose-built experience solution that modernizes how insurers capture, analyze, and act on feedback across the customer journey. 

Leading global insurers partner with Press Ganey Forsta to build trust, strengthen retention, and deliver better experiences for their customers, employees, and members. 

Insurance HX features: 

• Real-time, journey-based listening to capture feedback at every touchpoint 
• AI-powered, proprietary analytics models unique to the insurance industry — tuned to policyholder journeys and interactions 
• Automated recovery workflows that help teams retain policyholders at risk of churn faster 
• Tailored dashboards and survey libraries for faster time-to-value 
• Enterprise scalability to support teams across the business 

Competition is intensifying and policyholder expectations are higher than ever, making experience a decisive differentiator in the insurance market. At the same time, emerging regulations are creating new financial hurdles and raising the bar for transparency and communication, putting added pressure on insurers. Insurance HX equips organizations to respond with clarity, accountability, and speed.  

“The insurance industry is facing a critical moment—expectations are rising, and traditional approaches to customer experience aren’t keeping up,” said Kyle Ferguson, President and Chief Commercial Officer of Press Ganey Forsta. “Insurance HX gives providers the intelligence and agility they need to stay ahead by capturing real-time feedback, surfacing the insights that matter, and turning them into action that drives retention, loyalty, and growth.” 

Across early implementations, insurance companies are moving faster—from insight to action—and seeing meaningful results: faster follow-up with detractors, stronger recovery workflows, and more confident frontline decision-making. Teams are identifying risks sooner, spotting trends more easily, and resolving issues before they become costly churn or complaints. 

With AI-powered insights, automated workflows, and dashboards tailored to the unique needs of insurers, Insurance HX helps organizations move from passive listening to proactive experience management. Whether you’re refining a claims journey, strengthening retention, or equipping frontline teams to act in real time, the platform is built to scale with your goals, today and into the future. 

To learn more about how Press Ganey Forsta is helping insurance providers transform customer experience with smarter listening and AI-driven action, visit pressganey.com/InsuranceHX or contact us to schedule a demo. 

About Press Ganey Forsta 

Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey Forsta is recognized by Gartner® as a Leader in the Magic Quadrant for Voice of the Customer (VoC) Platforms. 

Press Ganey Forsta, the leading provider of experience measurement, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders, today released The CX trust deficit: Loyalty at risk in the digital age, an extensive report analyzing survey feedback from consumers in the US and UK. The findings explore how trust, data use, and AI are shaping brand loyalty. 

In an era of frequent cyber incidents, rapid AI adoption, and increasing scrutiny over how personal data is handled, trust has emerged as the deciding factor in customer loyalty. The report reveals that while most consumers are willing to share personal data for better experiences, few trust brands to use it responsibly, putting loyalty, revenue, and reputation at risk.  

Key insights include:  

• Trust commands a premium – 71% of US consumers and 66% of UK consumers say they would choose a brand they trust with their data even if it costs more.
• Trust remains tenuous – 69% of US and 64% of UK consumers are willing to share personal data for improved experiences, yet only 19% (US) and 17% (UK) trust brands to use it responsibly. 
• Personalization drives switching – Around 30% of consumers in both countries (30% in US and 28% in the UK) would consider switching brands for more personalized experiences, and nearly 1 in 5 in both markets already have. 
• Responsiveness drives loyalty – 59% in both regions expect a brand to respond within 24 hours, and 67% expect follow-up after an interaction, but many brands fail to deliver. 
• AI acceptance comes with limits – Almost half of consumers (48% in the US and 45% in the UK) are open to AI-led customer experiences for faster service, but only 1 in 5 feel “very comfortable” interacting with AI alone.

The findings underscore the importance of blending digital convenience with personalization, assurances, and relevance. Even in highly digitized sectors, many consumers actively seek human interaction, particularly when resolving complex or high-stakes issues. 

“Trust has always been the foundation of exceptional customer experience, but in an era of rapid AI adoption and rising data scrutiny, it’s also the clearest competitive advantage,” said Luke Williams, Chief Customer Experience and Research Officer of Press Ganey Forsta. “Consumers are being more deliberate about who they trust their data with and are rewarding brands that prove the value of that exchange. Speed and efficiency matter, but human-first, transparent experiences are what turn transactions into long-term loyalty.” 

To help brands close the trust gap, the report offers five key imperatives for building loyalty that lasts:  

1. Make data transparency a differentiator – Clearly explain how personal data and AI are used to improve experiences. 
2. Fix the basics first – Deliver reliable, seamless experiences before investing in advanced features. 
3. Personalize with purpose – Use data to deliver genuinely useful, relevant interactions. 
4. Be consistent across touchpoints – Ensure the brand experience aligns across online, in-person, and mobile channels. 
5. Be open about AI – Disclose when and how AI is involved, especially in sensitive contexts. 

For industry-specific insights and a roadmap to rebuild trust, download the full report at pressganey.com/CXTrust2025.  

About Press Ganey Forsta 

Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey Forsta is recognized by Gartner® as a Leader in the Magic Quadrant for Voice of the Customer (VoC) Platforms.” 

Press Ganey Forsta, the leading provider of experience measurement, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders, today announced expanded capabilities in Digital Diaries, now including built-in online focus groups. 

Digital Diaries is a qualitative research solution that gives researchers a continuous view into participants’ thoughts, behaviors, and experiences. As part of the HX Platform, it brings methods and data together in one place, eliminating the need to juggle separate tools across the research process. 

Discussions, a tool now embedded within Digital Diaries, enables researchers to run live focus groups and in-depth interviews directly within the same platform they use to manage diaries, creative exercises, and asynchronous feedback. The solution embeds research-grade interviews and focus groups directly into a digital diary or ethnographic study, alongside AI-powered analysis, in a unified platform.  

“Researchers have had to choose between scale and depth for too long,” said Kyle Ferguson, President and Chief Commercial Officer of Press Ganey Forsta. “Now, with focus groups embedded directly into Digital Diaries, they have all the tools they need in one place, the HX Platform. Live and self-guided qual, and even quant, are brought together in a single, connected workflow.”   

Digital Diaries goes beyond basic tools by offering a fully integrated, research-grade interviewing experience, complete with scheduling, moderation, observation, and recording tools, all in one place. Teams can move between synchronous and asynchronous feedback effortlessly, unlocking a richer understanding of customer needs, emotions, and behavior. 

Enterprise research teams and market research agencies can use Digital Diaries to test concepts, explore brand perceptions, and conduct full lifecycle studies that blend live dialogue with creative, self-guided input. From onboarding to analysis, the solution streamlines qualitative research for speed, consistency, and impact. 

Digital Diaries with integrated focus group capabilities is now available. To learn more about how Press Ganey Forsta is helping organizations elevate qualitative research through connected, participant-centered design, visit Forsta.com/DigitalDiaries or contact us to schedule a demo. 

About Press Ganey Forsta

Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey Forsta is recognized by Gartner® as a Leader in the Magic Quadrant for Voice of the Customer (VoC) Platforms.

Media Contact

publicrelations@pressganey.com

A recognized voice in customer-centric transformation, Williams brings more than 20 years of experience partnering with Fortune 500 brands and global insights firms to drive business impact through the power of human experience. In his most recent role at Microsoft, Williams led the global customer experience and insights function, creating the ‘4 Voices’ strategy to embed action-first thinking across the enterprise.

At Press Ganey Forsta, he will work directly with clients to shape strategy and design programs that deliver measurable outcomes, support strategic growth opportunities, and oversee the enterprise CX and research teams to ensure customer insights directly drive innovation and results.

“Luke is an influential thinker on the future of experience and his work has consistently emphasized the human side of business success—connecting strategy to purpose, and research to real-world impact,” Ferguson said. “His expertise will enable us to partner more deeply with our clients to turn feedback into action, insights into innovation, and experiences into true competitive advantage.”

“Listening to and acting on customer sentiment is one of the most powerful ways to build loyalty, trust, and long-term growth,” said Patrick T. Ryan, Chairman and CEO of Press Ganey Forsta. “Luke’s appointment—and the expertise he brings—strengthens our ability to help organizations transform experience and use insights to drive meaningful change.”

About Press Ganey Forsta

Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey Forsta is recognized by Gartner® as a Leader in the Magic Quadrant for Voice of the Customer (VoC) Platforms.

About Press Ganey

Press Ganey partners with healthcare providers and health plans to improve the experiences of their patients, consumers, and workforce by marrying data with unparalleled technology, analytics, and expertise. Our HX platform unites and enlivens disparate data, enabling clients to gather, analyze, visualize, and act on key insights to retain talent, improve access to care, and ensure the care journey is accessible, safe, equitable, and patient-centered. We are the trusted partner to 41,000+ healthcare provider organizations globally and 85% of health plans in the United States. Press Ganey is a Press Ganey Forsta company.

About Forsta

Forsta powers the HX (Human Experience) Platform—a comprehensive experience and research technology platform that breaks down the silos between Customer Experience (CX), Employee Experience (EX), and Market Research—so that companies can get a deeper, more complete understanding of the experiences of their audiences. Forsta’s technology, combined with its team of expert consultants, helps thousands of organizations across a variety of industries, including financial services, hospitality, market research, professional services, retail, and technology. Forsta is recognized by Gartner® as a Leader in the 2025 Magic Quadrant for Voice of the Customer (VoC) Platforms, marking three consecutive times. Forsta is a Press Ganey Forsta company.

About Rio SEO

Rio SEO is the leader in local marketing for enterprise brands, powering the Local Experience (LX) Platform – a comprehensive, seamlessly integrated suite of turnkey local marketing and customer experience (CX) solutions that deliver impactful hyperlocal experiences at scale, across the entire brand presence. The world’s leading multi-location brands – retailers, restaurants, hospitality, financial services, healthcare, and more – rely on Rio SEO’s proven technology and local marketing expertise to drive visibility and motivated, measurable traffic online and to physical locations. Rio SEO is a Press Ganey Forsta company.

Press Ganey Forsta, a leading provider of experience measurement, data analytics, and insights, today announced it is acquiring InMoment, a customer experience technology company with deep expertise in AI, natural language processing, and cross-industry solutions. United by a shared purpose—helping organizations create better experiences and stronger outcomes—the two companies will combine their capabilities to deliver the most advanced experience technology, connecting employee, customer, and operational data to turn insights into action.

“In today’s competitive landscape, understanding customer sentiment and experience is one of the most powerful levers organizations have to build loyalty, earn trust, and drive growth,” said Patrick T. Ryan, Chairman and CEO of Press Ganey Forsta. “The ability to gain deep insights from the voice of the consumer directly shapes a company’s brand, reputation, and bottom line. Press Ganey Forsta is committed to leading with innovation and partnering with clients to elevate the human experience across their organizations. We’re excited to welcome the InMoment team and deliver unmatched capabilities to our combined client base.”

“In joining Press Ganey Forsta, we become part of an organization that has a demonstrated track record of innovation and elevating both the consumer and employee voice,” said John Lewis, Chairman and CEO of InMoment. “Together, we have the resources to deliver even greater value to our clients—through faster insights, more advanced research tools, and expanded expertise.”

The combination of InMoment’s conversational intelligence, reputation management, and customer experience expertise with Press Ganey Forsta’s solutions creates transformative omni-channel listening capabilities spanning call centers, social reviews, surveys, and other interactions. The acquisition also broadens Press Ganey Forsta’s expertise across industries such as retail, hospitality, automotive, and financial services, while deepening its leadership in healthcare through richer patient insights.

“InMoment and Press Ganey Forsta are both recognized by Gartner as Leaders in the Magic Quadrant for Voice of the Customer Platforms, each bringing highly complementary strengths. Together, from day one, we’ll offer clients even more powerful experience and research tools to drive measurable outcomes,” said Kyle Ferguson, CEO of Press Ganey Forsta’s cross-industries division. “Beyond our leading technology, both companies share a strong commitment to deep client partnerships, industry expertise, and hands-on support—qualities our clients greatly value. These strengths remain central to everything we do.”

Key Facts:

• Press Ganey Forsta is acquiring InMoment to accelerate innovation and strengthen its leadership in customer experience (CX) technology and expertise across industries.
• Press Ganey Forsta is a trusted partner to leading global market research firms, top U.S. retailers, and the largest banks and insurance companies. It is a leading provider of experience measurement, analytics, and insights in healthcare—helping organizations improve safety, quality, and the overall experience of care.
• InMoment brings deep domain expertise in industries such as retail, hospitality, financial services, automotive, and consumer services—complementing Press Ganey Forsta’s strengths and expanding its cross-industry reach.
• Both companies were recently named Leaders in the Gartner® Magic Quadrant for Voice of the Customer Platforms, recognized for their innovation, scalability, and ability to deliver measurable outcomes.
• Together, they offer the most advanced capabilities in AI, natural language processing, and omni-channel listening—transforming feedback from call centers, social reviews, surveys, and support channels into real-time, actionable insights.
• The combined company will serve clients globally with a team of more than 3,000 employees. Clients will benefit from accelerated innovation, an expanded suite of tools and analytics, and continued hands-on support from teams they know and trust.

About Press Ganey Forsta

Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology.

About InMoment 

InMoment is a customer experience technology company with deep expertise in AI, natural language processing, and cross-industry solutions. It helps clients collect and connect customer experience data from everywhere – from surveys and social reviews to conversational chat logs and transcripts. Over 3,000 brands trust InMoment’s software and services to activate structured and unstructured data, breaking down team silos to take the most impactful actions.

Media Contact

Public relationspublicrelations@pressganey.com 

Press Ganey Forsta, a leader in experience measurement, data analytics, and insights, today announced its recognition as a Leader in the 2025 Gartner® Magic Quadrant for Voice of the Customer (VoC) Platforms. This marks Press Ganey Forsta’s third consecutive time being named a Leader in the Gartner Magic Quadrant for Voice of the Customer Platforms. Press Ganey Forsta is committed to delivering innovative, enterprise-grade experience solutions to organizations in complex industries.

Gartner evaluated vendors on Completeness of Vision and Ability to Execute. Press Ganey Forsta helps organizations turn insights into action—an essential capability for driving meaningful transformation.

The customer’s voice is more important than ever. Leading organizations are gaining a deeper understanding of multi-generational consumer needs to drive transformation and growth,” said Patrick T. Ryan, Chairman and CEO of Press Ganey Forsta. “We’re proud to help these organizations turn customer and employee insights into strategic assets. Our trusted expertise and technology is creating real impact. Recognition in the Gartner Magic Quadrant for Voice of the Customer, for us, highlights the significance of this work.

Why the World’s Leading Organizations Trust the HX Platform

Press Ganey Forsta’s Human Experience (HX) Platform unifies Customer Experience, Employee Experience, Patient Experience, Brand and Market Research insights, offering purpose-built solutions across a range of industries including healthcare, health plans, retail, financial services, hospitality, and technology.

The HX Platform uses advanced AI capabilities—like Summarize, Compose, and Recommend—to help clients quickly understand and respond to feedback. For example, if a customer shares feedback through a survey, phone call, or patient portal, the platform can detect issues in real-time and notify the right staff with suggested actions. It also provides managers with broader insights into emerging trends. Press Ganey Forsta has partnered with Microsoft to add even more powerful AI, cloud computing, and listening technologies to the platform, helping clients gain deeper insights and create better experiences.

Our clients are already using Press Ganey Forsta AI to turn large amounts of data into actionable insights, create context-aware content, and make data-driven decisions,” said Darren Dworkin, President and COO of Press Ganey Forsta. “But this is just the start. AI is rapidly advancing—from real-time sentiment analysis to listening technologies, and eventually, AI that can make decisions to proactively resolve customer issues and concerns. We’re committed to providing our clients with the tools and expertise to act faster and more precisely than ever before.

Learn More

The 2025 Gartner Magic Quadrant for Voice of the Customer Platforms report is available to download here. Learn more about PG Forsta at pgforsta.com.

Gartner, Magic Quadrant for Voice of the Customer Platforms, Deborah Alvord, Maria Marino, et al., 16 April 2025 Publication

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

PG Forsta, a leading research and experience technology company, has unveiled Research HX, an AI-powered market research solution suite designed to increase efficiencies, improve data quality, and deliver actionable insights faster than ever.  

Market researchers today spend a significant portion of their time managing disconnected tools and handling tasks like data setup and cleansing1. Research HX can streamline these processes, reducing manual effort by up to 70% and enabling researchers to focus on delivering insights and driving strategic decisions. 

“As the demand for faster, more actionable insights grow, the industry need tools that can keep pace,” said Torbjörn Andersson, General Manager for Market Research at Forsta. “With Research HX, we’re enabling research teams to focus on strategic storytelling, deliver deeper insights, and create tangible value—removing the roadblocks of outdated systems and inefficiencies.” 

Research HX designed for efficiency, intelligence and insight.  

Research HX expands on PG Forsta’s industry leading Decipher solution, used by 9 out of 10 top market research agencies 2, and Forsta Visualizations. It adds new AI-powered tools that reduce inefficiencies, including: 

End-to-end integration 

Streamline workflows by replacing disconnected tools with a unified platform. Research HX integrates data collection, analysis, reporting, and visualization into a seamless, connected experience that simplifies research processes and enhances efficiency. 

AI-driven automation 

Automate time-consuming tasks like data preparation and analysis, cutting traditional research time by more than half3.  Let AI handle repetitive processes, freeing researchers to focus on impactful insights. 

AI summarize, compose & recommend Leverage tools such as predictive modelling, text analytics, and AI-powered summarization to unlock actionable insights from structured and unstructured data. 

Scalability for any research need 

From qualitative studies like online focus groups to large-scale quantitative research, Research HX adapts to diverse methodologies, including CAPI, CATI, and diary studies. 

Intuitive reporting and visualization 

Simplify storytelling with dashboards that make insights clear, actionable, and shareable. Intuitive features allow users to autogenerate customized PowerPoint decks with just a few clicks. 

Transforming workflows with real-world impact 

Early adopters of Research HX are already experiencing transformative results, with researchers at a leading global market research agency drastically reducing the time spent on tedious tasks. 

“I reduced manual data setup from 17+ hours to just one,”

VP at a leading global market research consultancy. 

“Researchers no longer need to compromise speed for quality,” Andersson added. “With Research HX, they can confidently deliver insights that drive strategic decisions faster than ever.” 

To learn more about Research HX and its transformative capabilities, visit  https://www.forsta.com/platform/market-research/ 

About Forsta

Forsta powers the HX (Human Experience) Platform – a comprehensive experience and research technology platform that breaks down the silos between CX (Customer Experience), Employee Experience (EX), and Market Research – so that companies can get a deeper, more complete understanding of the experiences of their audiences. Forsta’s technology, combined with its team of expert consultants, helps thousands of organizations across a variety of industries, including financial services, hospitality, market research, professional services, retail, and technology. Forsta is recognized as a Leader in the 2024 Gartner® Magic Quadrant for Voice of the Customer. Forsta is a PG Forsta company.  For more information, visit www.forsta.com. 

About PG Forsta 

PG Forsta is the leading provider of experience technology, data analytics, and insights that help companies better understand and serve their customers employees, and stakeholders. PG Forsta powers the Human Experience (HX) Platform—a suite of experience and research solutions that break down the silos between Customer Experience (CX), Employee Experience (EX), Patient Experience (PX), and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. 

1 https://careerfoundry.com/en/blog/data-analytics/what-is-data-cleaning/ 

2 9 of the top 10 Market Research Agencies use Forsta technology – Top source agencies from 2020: American Marketing Association 

3 Side by side comparison producing a project where questionnaire is 30 questions, sample 5000 respondents, 100 slides in ppt and tables where demographics are crossed by all questions is the deliverable, fieldwork is 10 days.   

“We are at a pivotal moment where organizations must go beyond collecting data to acting on it with speed and precision. Forsta AI empowers businesses to accelerate the time to insight, anticipate customer needs, deliver personalized experiences, and drive meaningful outcomes. In this era of rapid innovation, companies that embrace AI-driven insights will not only lead in customer and employee engagement but also achieve lasting competitive advantage.”

Kyle Ferguson Chief Executive Officer, Forsta

Forsta AI purpose-built for experience leaders and researchers. 

The full suite of AI capabilities takes advantage of the latest advancements in generative AI, natural language processing, and advanced analytics, addressing key challenges from uncovering trends in massive datasets to predicting customer satisfaction and employee engagement outcomes. Available on the HX Platform, Forsta AI delivers faster and more actionable insights through three core capabilities: 

AI Summarize: Quickly distill large volumes of structured and unstructured data into actionable themes and insights. 

• Analyze customer feedback from surveys, contact center calls, and online reviews to identify key trends, sentiment, and recurring issues.
• Leverage conversational AI to query your data in real time with questions like, “What are the top complaints this month?” or “What are customers saying about queuing times?”

AI Compose: Streamline content creation with AI-powered tools for drafting survey questions, reports, and responses. 

• Generate personalized replies to online reviews while maintaining brand voice.
• Enhance surveys in real-time with conversational prompts such as, “What do you mean by ‘poor communication’?” for richer feedback. 

AI Recommend: Move from insights to action with intentional recommendations. 

• Forsta AI can generate intelligent recommendations based on what people are saying about their customer experiences, and then suggest actions you can take for proactive engagement or accelerated service recovery.  

Delivering real-world impact through enhanced AI capabilities

Forsta’s HX Platform is used by the world’s leading brands and top market research agencies. Early adopters of Forsta AI use its capabilities to gather active and passive feedback from customers and prospects; analyze and visualize that data in intuitive ways; and quickly move from insight to action.  

GNC, a leading global health and wellness brand, is using Forsta AI capabilities to access a deeper understanding of customer behaviors, preferences, and sentiments, allowing for informed decision-making.

“At GNC, we gather customer feedback from various sources, including our Customer Experience initiatives with Forsta. Forsta’s AI Summary tool streamlines data analysis, enabling us to quickly identify trends, address issues, and highlight successes. This empowers our team to focus on driving customer-centric decisions. From a time standpoint, it’s reduced our open-ended analysis time by 90%, allowing us to quickly identify key themes and dive deeper into specific insights related to those themes.”

Michelle WalkleyDirector, Consumer and Competitive Insights, GNC

To learn more about Forsta AI, please visit https://www.forsta.com/platform/forsta-ai/.

Media contact forsta@welcometowith.com

The S2S connection creates a secure, direct link between Forsta, the sample providers, and buyers, enabling instant sharing of participants’ survey response statuses. By creating one secure data-sharing pathway, S2S blocks fraudsters from bypassing the system and jumping the survey, preventing waste and leakage and reducing research costs for sample providers.

Ghost completes, where fraudulent survey respondents manipulate survey redirect links to falsify their completion status and wrongfully claim compensation or rewards, are endemic to 15-30% of all market research data collected according to a recent study by Fast Company.

“It’s no secret that survey fraud is a growing problem in our industry, compromising data integrity and wasting valuable resources.

S2S brings stakeholders together in a way not currently seen in the industry. By creating a secure connection with the sample provider in Forsta Surveys, it is simple and efficient to safeguard the integrity of data while optimizing resource utilization.”

Kyle Ferguson Chief Executive Officer, Forsta.

Forsta’s easy-to-use platform seamlessly connects sample suppliers like Dynata, Azure, Innovate and SAGO to businesses, making it more efficient than ever for market research companies to attain reliable results.

Building on the success of the S2S, the market research expert recently partnered with sample management platform PureSpectrum to facilitate the integration of a secure connection directly from its platform to prevent fraud and shield against hackers.

“We are excited to offer a direct connection with our partner, Forsta Surveys, and add another layer to PureScore, our industry leading, AI powered respondent-level data quality scoring model. The partnership reinforces our commitment to fighting fraud in the industry and to continue to deliver quality survey responses to our customers.This direct server communication ensures the security and efficiency of our data exchanges and protects against link tampering; all while maintaining a seamless experience for our clients. By collaborating with Forsta, we’ve achieved a critical balance between security and user experience.”

Todd Myers Chief Operating Officer, PureSpectrum

Forsta’s S2S connection helps sample providers detect fraudulent survey respondents by sending an API notification when a survey is completed. This allows the provider to review and identify ghost completes based on the API call. To use this feature, clients obtain their provider’s API key before configuring the secure sample. 

Media contactforsta@welcometowith.com

About PureSpectrum

PureSpectrum, founded in 2015 and headquartered in California, is a leading market research technology company. PureSpectrum empowers insights professionals with a programmatic Marketplace and sample management platform that streamlines online surveys, facilitating millions of high-quality interviews annually. Researchers are empowered to make faster, more confident decisions with PureSpectrum’s comprehensive suite and PureScore, the industry’s leading respondent-level scoring system.

Driven by the core values of Simplicity, Transparency, Innovation, and Quality, PureSpectrum has earned recognition as MR Supplier of the Year, a three-time GRIT Top 50 Most Innovative honoree, and a Deloitte & Inc. Fastest Growing Company since 2020.

The launch of Retail HX aims to tackle siloed CX data, with new research from Forsta* revealing a strong positive correlation between holistic end-to-end CX management and brand perception. This research shows that 48% of local consumers prefer a mixture of shopping in-person and online. Moreover, as the majority (64%) cite consistent omnichannel services as the top driver for positive brand perception, retailers who meet these consumer demands will likely see an increase in customer satisfaction and return shoppers. Forsta’s unique human experience technology, implemented by retail leaders like Best Buy and DHL Global Freight Forwarding, has already helped one retail giant implement a global store locator and local landing pages, driving one million more online appointments and increasing revenue by approximately £17,000,000 through optimised BOPIS experiences.

“The omnichannel shopping experience is here to stay and consumers are looking for a seamless integration between online and offline brand interactions. To avoid succumbing to the ‘one and done’ customer epidemic retailers must optimise every touchpoint to foster lasting consumer loyalty.

Traditional CX data is fragmented and falls short in connecting the dots across the entire retail journey – from initial Google search to post-purchase follow-ups. This leads to missed opportunities to capture vital insights that bridge the online and in-store customer experience, ultimately leading to lost revenue. Retail HX is the missing link in this chain, seamlessly consolidating customer, employee and brand data to reveal a complete picture. Which in turn provides more valuable and actionable insights which will increase revenue and drive sales.”

Kyle Ferguson Chief Executive Officer, Forsta.

Retail HX helps retailers see all their Customer, Employee and Brand data in a unified view in order to deliver a better customer and employee experience. With these solutions, retailers can gather and act on feedback across digital and in-store channels, run brand tracking, and test campaigns. They can also manage their online reputation, use advanced analytics to understand customers at each journey stage, and empower employees to deliver exceptional customer experiences. In addition, the platform offers streamlined issue-resolution processes and integrates seamlessly with third-party technologies like CRMs and Customer Data Platforms.

Visit Forsta’s website to learn more about Retail HX: https://www.forsta.com/solutions/forsta-retail-hx/. 

*Forsta engaged OnePoll, a third-party research provider, to survey a random sample of 1,000 U.S. respondents who conduct online searches at least a few times a week, to examine trends in local consumers’ search behaviour. 

This study examines key elements of the local customer experience, including the impact of reviews and ratings on consumers’ decision-making, where local searchers go to find information about businesses, and much more.

Read the full report here

Media contact forsta@welcometowith.com

PG Forsta, the leading provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders, today announced that it has been named by Gartner as a Leader in the Magic Quadrant for Voice of the Customer, marking the second consecutive time it’s been recognized. The evaluation was based on specific criteria that analyzed the company’s overall Completeness of Vision and Ability to Execute its Voice of the Customer (VoC) offering.

Magic Quadrant reports are a culmination of rigorous, fact-based research in specific markets, providing a wide-angle view of the relative positions of the providers in markets where growth is high and provider differentiation is distinct. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries and Niche Players. The research enables organizations to get the most from market analysis in alignment with unique business and technology needs.

PG Forsta’s Human Experience (HX) platform is a comprehensive experience and research technology platform that breaks down the silos between CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research, enabling decision-makers across industries to gather, analyze, visualize and act upon their human insights. The HX platform gives a deeper and more complete understanding of customers and employees across a variety of industries, from financial services, hospitality, market research, professional services, retail, and technology.

The HX Platform also powers a suite of market-leading solutions used by healthcare, health plans and life sciences organizations to deliver safe, high-quality care and better patient, member and employee experiences. PG Forsta has healthcare’s largest integrated dataset of experience, safety and clinical measures, comprising 5.4 billion patient interactions, covering 312 million people.

“PG Forsta offers the most complete experience platform on the market for the world’s most complex industries from healthcare to financial services and technology. We believe the continued recognition by Gartner exemplifies our commitment to deliver the most powerful technology, data, and expertise to empower customer and employee experience professionals, healthcare leaders, and professional researchers to drive change through understanding the Human Experience.”

Patrick T. Ryan, Chairman and Chief Executive Officer, PG Forsta.

Click here to download a copy of the full report, and to explore the HX platform, visit www.pgforsta.com.

Gartner disclaimer

Gartner, Magic Quadrant for Voice of the Customer, 2024, Michael Maziarka, Deborah Alvord, Chad Storlie, Maria Marino, Patrick Quinlan, 31 January 2024

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and MAGIC QUADRANT is a registered trademark of Gartner, Inc. and/or its affiliates and are used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in our research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

“We are looking forward to integrating Forsta’s technology to strengthen our process of collecting and analyzing client insights. Our clients need actionable data at their fingertips to drive business results, and Forsta enables us to deliver on that need.”  

Anna-Carina Vollmer, Group head of data research at Publicis Media.

Forsta’s HX Platform is built on 30 years of technology expertise in market research, customer and employee experience. In addition to quantitative and qualitative research technology solutions, the platform combines digital functions for storytelling and data visualization as well as tactical and strategic action management. Utilizing the platform, researchers can collect, analyze, visualize and act on data about assessments, opinions, sensitivities and behavioral intentions on a unified platform.  

 “We are thrilled to be welcoming Publicis Media to Forsta as we continue to grow our footprint in the critically important DACH region. Technology is fundamental to the collection, evaluation and analysis of large data sets in market research and customer experience. The Forsta HX Platform and our team of experts will help Publicis Media and its clients to tap the experiences of their audiences and ultimately deepen those connections to drive greater value.” 

Michael Lersch, Managing director for Forsta Deutschland.

For more information about the full range of technology solutions available on Forsta’s HX Platform, visit https://www.forsta.com/de/

About Publicis Media

Publicis Media is one of the largest media agency networks in the world and part of the French communications group Publicis Groupe. Publicis Media is the umbrella for the global agency brands Spark Foundry, Starcom and Zenith, which manage and constantly develop the customer business in strategic communications consulting in over 100 countries. These agencies and their customers are supported within Publicis Media by central specialist teams in the following areas: Data and Technology, Analytics and Insights, Research, Content, Media Buying and Business Development.