Qualtrics to Acquire Press Ganey, Gain Control of InMoment, Reshaping CX and EX Tech Landscape
Qualtrics, a leader in experience management, has announced its intention to acquire Press Ganey (PG) Forsta, a move that will also see it gain control of InMoment. This acquisition is set to significantly reshape the customer experience (CX) and employee experience (EX) tech landscape.
The acquisition will bolster Qualtrics' customer feedback management (CFM) capabilities, particularly in reputation management and ratings and reviews. However, Qualtrics will need to decide which features from Press Ganey and InMoment's offerings to integrate and which to phase out.
Organizations using these services should prepare for potential changes. They are advised to review multiyear agreements, keep an eye on ownership shifts, demand clarity on product roadmaps, and ready their teams for possible migrations. Clients of PG Forsta and InMoment may face temporary disruptions during the integration process.
This acquisition also extends Qualtrics' reach into the healthcare sector, combining Press Ganey's established reputation with Qualtrics' AI-powered platform. The result is expected to set a new standard in healthcare experience measurement. This move follows a series of recent acquisitions in the CX tech market, indicating a period of significant growth and consolidation.
Qualtrics' acquisition of PG Forsta and InMoment is the latest and largest in a series of strategic moves in the CX tech market. The acquisition, led by private equity firm Silver Lake, is expected to have implications for innovation and consolidation in the CX, EX, and HR tech markets. Organizations using these services should stay informed and prepared for potential changes.
