SAN FRANCISCO--(BUSINESS WIRE)--This week at Forrester’s CXSF 2017, InMoment, the leader in customer experience (CX) intelligence, will host Banner Health in presenting “A Healthy Balance: Finding the Right Mix of Human and Machine to Deliver World-class Experiences.” The event, which takes place Oct. 18 - 19 in San Francisco, is a premier gathering of some of the world’s top customer experience professionals, thought leaders, and technology providers.
Banner Health is one of the largest nonprofit healthcare systems in the country, serving communities in six states with 50,000 employees, 28 hospitals, three academic medical centers, and a growing network of health centers and clinics. At the event, Dave Kriesand, Banner’s VP Customer Experience Center, will reveal how Banner Health is transforming its CX insights approach from human-centric — and manual — into a machine-powered paradigm that informs the right mix of people, process, and technology to deliver a memorable — and easy — patient experience.
“Health care is incredibly innovative when it comes to delivering on the clinical side of the customer experience, but the industry faces challenges in understanding the patient’s holistic journey and how that impacts their relationship with health care organizations,” said Kriesand. “Banner has taken bold steps in our customer insights strategy recently, leveraging sophisticated technologies to significantly increase our ability to understand and act on customer intelligence. It’s an honor to be able to share what we’re learning at such a prestigious event, and amongst the top CX leaders in the world.”
“Banner has been willing to go beyond the norms of their industry to better serve their patients,” said Brennan Wilike, SVP of CX Strategy at InMoment. “The story of how they’re leveraging technology to empower their employees, transform patient relationships, and improve their business contains valuable lessons for CX leaders across every sector.”
InMoment™ is a cloud-based customer experience (CX) intelligence platform, arming brands with compelling customer insights to drive high-value business decisions and relationships with both customers and employees. InMoment’s industry-leading analytics power a full suite of Voice of Customer (VoC), Voice of Employee (VoE), Employee Engagement, and Social Reviews & Advocacy solutions. InMoment also provides strategic guidance, support, and related services to more than 350 brands across 95 countries. For more information, visit http://www.inmoment.com/.