The acquisition of Idaho-headquartered SurveyVitals demonstrates Qualtrics’ aggressive growth strategy and deepening capabilities of Qualtrics XM Platform since debuting in Nasdaq in February.
Following the back-to-back acquisitions of Customer Experience Management companies Usermind and Clarabridge– which brings leading omnichannel conversational analytics and journey orchestration technology to the Qualtrics XM Platform– Qualtrics, the creator of the Experience Management (XM) category, has announced its latest venture in the healthcare space with the buyout of healthcare experience platform provider SurveyVitals. As the top customer survey software reaching over 11,000 customers worldwide, Qualtrics is further reinforcing its market-leading position by expanding its capabilities to tap the healthcare market with SurveyVitals’ 20 years of experience in the industry delivering real-time feedback to organisations to improve patient experiences.
Blake Vosburgh, SurveyVitals President, shared in a blog post:
“Accelerating our mission and bringing the value of the SurveyVitals solution to a wider audience is made possible by a partner like Qualtrics. The ability to understand and act on patient journeys in real-time and meet CMS reporting requirements are both mission-critical to thrive in today’s changing landscape.”
“Which is why I truly believe the combination of Qualtrics and SurveyVitals will disrupt experience management in healthcare. Qualtrics’ industry-leading technology paired with SurveyVital’s experience as a trusted CMS survey partner, will provide customers with a powerful, single platform solution unlike any other,” he added.
Qualtrics XM Platform in Healthcare
Qualtrics Experience Management (XM) Platform was built early on establishing brand experience, product experience, customer experience, and employee experience as the four fundamental pillars of XM. Over the years, the Qualtrics XM platform has been recognised by technology and research analysts for its outstanding contributions and innovations in the XM market. Most recently, Gartner has named Qualtrics a leader in the 2021 Gartner® Magic Quadrant™ for Voice of the Customer– the company’s second consecutive recognition.
Qualtrics’ latest acquisition of SurveyVitals adds to the expanding industry and use-case-specific solutions from the Qualtrics XM Platform. Commenting about the partnership, Zig Serafin, Chief Executive Office of Qualtrics, wrote on LinkedIn:
“Thrilled to welcome the SurveyVitals, Inc. team to Qualtrics today! Healthcare experiences are so important, and this move brings top-flight healthcare analytics expertise and the most comprehensive CAHPS programs to the Qualtrics XM Platform – bridging the gap between regulatory requirements and the modern patient and employee experience. Huge congratulations to the team.”
Acquiring the patient experience and analytics company further strengthens Qualtrics’ healthcare offerings, with SurveyVitals having the most comprehensive CAHPS (Consumer Assessment of Healthcare Providers and Systems) program listing in the industry. Aside from being an approved vendor for 11 CAHPS programs, over 350 healthcare companies and 16,000 clinicians worldwide also leverage the survey platform to improve patient experiences.
The SAP-owned company has already established a footing in the healthcare industry catering to over 600 hospitals and health systems. Institutions such as CHRISTUS Health, Community Health Network, and Stanford Health Care have partnered with Qualtrics for their patient and employee experience transformation journeys. Moreover, having Dr. Adrienne Boissy, a practicing neurologist, global thought leader, and former Chief Experience Officer at the Cleveland Clinic, as its first Chief Medical Officer further demonstrates Qualtrics’ commitment to enhancing patients, customers, and employees’ experiences.
“Today, hospitals and health systems are trying to design innovative, exceptional patient and employee experiences while also complying with federal regulations. With SurveyVitals, Qualtrics delivers the best of both worlds,” Boissy commented on the acquisition. “Through omnichannel listening and action to close the loop, deeper, more trusting relationships are built. This acquisition expands the landscape of what’s possible for healthcare organisations and the human experience of health.”
