Qualtrics Accelerates AI Leadership and Value with Experience Agents

More than one-third of customers have upgraded to Qualtrics' AI capabilities

Monthly active use of Qualtrics AI features has more than tripled in the past year

Qualtrics invests $6.75 Billion in Press Ganey Forsta acquisition to accelerate AI adoption, innovation, and impact

PROVO, Utah and SEATTLE, Oct. 7, 2025 /PRNewswire/ -- Qualtrics, the creator of and a leader in the experience management (XM) category, today announced broad use and momentum of its AI solutions. More than one-third of Qualtrics' customer base have upgraded to AI capabilities in the Qualtrics® Experience Management Platform® to improve customer and employee experiences at scale. This represents notable adoption just one year after launch, with momentum continuing through expanded access to Qualtrics Experience Agents™ and Qualtrics' $6.75 billion investment to acquire Press Ganey Forsta.

Faced with mounting pressure to make investments in AI that will deliver true business results and value for customers and employees, organizations need proven capabilities built on deep understanding of the people, industries, and markets they serve. Vast adoption of Qualtrics' AI capabilities validate this. More than 90 percent of Qualtrics' top 50 enterprise accounts have adopted one or more of Qualtrics' AI-powered innovations, and monthly active customers of Qualtrics AI solutions have increased 346% over the past year. This rapid adoption has accompanied a sharp increase in the amount of unique experience data that is managed across Qualtrics' platform, compounding value for all customers.

The total number of customer and employee interactions processed on the Qualtrics platform has doubled since 2023 and this scale and scope of interactions ensures Qualtrics AI is purpose-built for experience management, delivering lower costs, faster resolutions, and higher satisfaction. Today, Qualtrics now captures and analyzes more than 3.5 billion conversations and interactions a year—including call center conversations, chat logs, survey responses, social media posts, product reviews and more. 

Qualtrics will extend and accelerate the adoption, innovation, and impact of these capabilities for businesses through the addition of Press Ganey Forsta's specialized industry expertise, data and benchmarking, trusted relationships, and advisory services. This combination will create the most complete AI platform specialized for customer experience, patient experience, employee experience, and market research, enabling companies in every industry to deliver value at greater scope and scale.

Qualtrics expands access to Experience Agents

Qualtrics Experience Agents, announced in March at the Qualtrics X4® Summit, are now in production with customers. These highly specialized AI agents interact directly with customers and employees to autonomously resolve issues in real time and at unprecedented scale. Organizations can use Experience Agents to automate routine interactions and deliver personalized resolutions within surveys and tickets, while seamlessly coordinating handoffs when human oversight is required. By resolving problems the moment they arise, Experience Agents help customer-facing teams focus on higher-value work, boost satisfaction, and build lasting trust.

"What sets Qualtrics apart is our proven and secure AI platform grounded in a deep understanding of human experience—feedback from hundreds of thousands of customer and employee touchpoints captured every second," said Brad Anderson, President of Product and Engineering at Qualtrics. "The companies seeing real ROI from AI are solving practical problems that have existed for years. For example, organizations have countless touchpoints with customers but can only respond to a tiny fraction. Qualtrics solves this at scale—enabling companies to take action on every interaction, strengthen human connections, and drive measurable outcomes."

Qualtrics AI delivers proven value for customers and employees

The rapid adoption of AI capabilities in the Qualtrics Experience Management Platform is backed up by proven outcomes and business impact at thousands of companies.

Organizations using Qualtrics AI capabilities in the XM for Customer Experience™ suite gain a competitive edge by turning customer insights into faster, smarter decisions that increase loyalty and growth. On average, customers deploying Conversational Feedback see survey completion jump from 75% to 83%, and the adaptive surveys yield three times more actionable insights for faster, better decisions. This bucks the broader industry trend, with new research from Qualtrics revealing that the share of consumers who provide direct feedback to brands has declined every year since 2021. Conversational Feedback helps address this problem by engaging customers in new ways and capturing more of the critical insights needed to understand and address changing consumer behaviors.

"The adaptive feedback clearly highlighted a core issue and pointed to a simple, patient-preferred solution: a reminder closer to the appointment date," said Maggie Gentry, Director, Experience Analytics, Community Health Network. "It's an example of the sort of insight we believe can drive lasting improvements in patient access and experience over time."

Qualtrics Insights Explorer —which analyzes open-ended survey responses to surface key themes,  and summaries— is giving companies access to critical insights in minutes and at half the effort of traditional analytic tools. For example, Autodesk has saved hours of manual work on reporting, allowing teams to invest more time to focus on what matters to customers. This shift has helped deliver a double-digit increase to NPS and millions in operational savings.

"Insights explorer allows us to mature our practice by freeing up time to explore deeper, more complex correlations between data as opposed to spending time on first-level coding," said Elise Lockwood, User Research Manager, Autodesk.

Qualtrics Edge Audiences ™, a flexible synthetic research panel offering that includes both traditional and synthetic panels, is used by hundreds of organizations including Dollar Shave Club, Booking.com and Google Labs. Qualtrics' foundational AI model produces synthetic responses and insights proven to reduce research fielding costs by up to 50%, accelerate time to insights from weeks to minutes, and allow teams to significantly expand audience reach.

"The true value of synthetic data isn't just in replicating what we're already doing with human panels. It's about going deeper," said Eline Metske, Senior Researcher, Booking.com

In employee experience, companies are using AI capabilities in the XM for Employee Experience™ suite to deliver clear, unbiased, and actionable insights that enhance manager and team effectiveness. Leading organizations like adidas, Stripe, and Owens Corning use these tools to cut manual analysis by over 95% and boost the number of managers creating personalized action plans by as much as 70%.

Qualtrics Achieves Top International Security Certifications for AI Systems

Consumer trust is essential for AI adoption, but Qualtrics' 2026 Consumer Trends research reveals brands are starting from a deficit. More than half of consumers (53%) cited the misuse of personal data when companies use AI to automate interactions as their biggest security concern, up more than 7 percentage points from 2025, and only one third (29%) of consumers trust organizations to use AI responsibly.

To give customers confidence in Qualtrics AI, Qualtrics recently achieved two top international security certifications for AI systems: ISO IEC 42001:2023 certification, the world's first international standard for the responsible design, development, and deployment of AI systems, and FedRAMP High authorization for AI capabilities within the Qualtrics Experience Management Platform. FedRAMP High is the U.S. Government's highest security standard for cloud products and services, and Qualtrics is among a select group of companies authorized to deliver AI capabilities at this level.

Together, ISO 42001 and FedRAMP High give organizations across industries unparalleled confidence to innovate and deliver impact with Qualtrics AI, with assurance that it is built responsibly and securely.

For More Information

• Read more about Qualtrics Experience Agents.

About Qualtrics

Qualtrics is trusted by thousands of the world's best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.

Contact: Tyler Petersen, [email protected]

SOURCE Qualtrics, LLC