Banner Health, One of the Largest Health Care Systems in the Country, Enters into an Agreement with InMoment to Improve the Consumer Experience

SALT LAKE CITY (Jan. 31, 2017) — Today, health care leader Banner Health and InMoment, a customer experience technology leader, announced a new agreement to increase Banner’s ability to improve the consumer experience through a more comprehensive and timely understanding of consumer needs.

Headquartered in Phoenix, Arizona, non-profit Banner Health is one of the largest health care systems in the country. The organization serves communities in six states with nearly 50,000 employees, 28 hospitals, three academic medical centers and a growing network of health centers and clinics. Banner provides $84 million a year in charity care to the communities it serves.

“Banner has always been committed to providing excellent patient care through the use of innovative technologies,” said Dave Kriesand, Vice President for the Consumer Experience Center at Banner Health. “We’re a health care organization as well as a customer service organization. We strive to be customer-focused in everything we do. We want to use consumer feedback to fuel changes within the organization and provide a health care network that is easy to navigate.”

InMoment’s advanced customer experience optimization platform will support Banner at all levels of the organization, including: addressing and closing the loop on patient issues in real time; providing guidance for individual and team coaching; and understanding emerging and historical trends. Banner will deploy a comprehensive consumer listening strategy at multiple touchpoints including patient care, contact center, and online. “Every person in our organization impacts the consumer experience,” said Kriesand. “We want all of our employees to receive feedback and ask, ‘How is what I’m working on today going to drive customer service and allow my department to be more customer centric?’”

“A core value of Banner Health is utilizing innovative technologies to improve patient care,” said Lonnie Mayne, President at InMoment. “We are honored to work with them in innovating yet again — this time in bringing the power of technology to patient listening. Together, we will offer their patients new and powerful ways to share stories about their experiences. In taking this step, Banner has chosen to do something markedly different than most health care organizations: give patients an authentic, timely voice in the care and services they receive. Not only will this deepen trust with patients, it will arm their team with real-time intelligence, enabling the organization to address challenges as they arise, celebrate outstanding care and make better decisions across all areas of the organization. We look forward to accomplishing this great work together.”

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