Now in its 7th year, the Pharma Customer Experience Summit (March 25-26, 2019) has become the premier CX event for the pharma industry. The conference brings together 150+ industry executives with the common goal of driving digital transformation and business outcomes through better customer experiences.

The Pharma CX Summit focuses on three main customer segments – patients, payers, and providers – and examines how pharma can use technology, data, and design to drive customer engagement and outcomes in a real and measurable way. Attendees benefit from an intimate conference environment that fosters peer-to-peer interaction, collaboration, and networking. Conference speakers include pharmaceutical organizations and brands, tech companies, patient groups, CX business experts, leading solution providers, and outside-industry CX leaders.

Join us on March 25-26 in Summit, NJ, and discover how pharma can design and execute a more seamless customer experience for patients, payers, and providers
Main Ballroom
The Grand Summit Hotel
570 Springfield Avenue
Summit, NJ


Date & Time
Start: March 25, 2020, 8am
End: March 26, 2020, 2pm
Schedule - Day 1
8:00 AM
Coffee and Conversation
Conference registration open with continental breakfast and coffee served

9:00 AM
Opening Remarks from Conference Chairs
Seth Painter, Digital Marketing Strategist & Kristen Winters, Director, Multi-Channel Marketing, Bayer

09:15 AM
The Kindness Quotient: Customer Experience in the Outcomes Economy
Rich Schwartz, Founder & Chief Connectivity Officer, RAPT Health

09:35 AM
FIRESIDE CHAT: The Missing Components of Real Patient Engagement
Jim Doucette, Director, Customer Programs and Collaborations, AstraZeneca

10:00 AM
Session TBA

10:25 AM
PERSPECTIVES: Translating Customer Insights into Better Experiences
- Who is/how does your organization define the ‘customer’?
- How do you know what your customers really want from pharma?
- What are the major challenges to improving CX and how are those challenges met and overcome?
- Prioritizing data management to capture the most important data insights
- Which data insights lead to better customer experiences?

Aleen Hosdaghian , Sr. Director, Marketing, SUN Pharma
Matthew Smith, Global Lead, Strategy, Digital & Operations, Pfizer
Joyce Ercolino, Director, Digital Excellence, Harmony Biosciences
Rob Stephen, VP, Marketing, Verywell
10:55 AM
Coffee and Conversation
Networking Break

11:20 AM
KEYNOTE: Design 2020 – Ingenuity in the Key of Industry
 In this talk, Joanna lays out the foundation for the future of design, from the momentous trends composing change at a cosmic scale to the delicate minuets found in crafting design systems
Joanna Pena-Bickley, Head of Design & Research, Alexa Products, Amazon

11:50 AM
Driving Design Efficiency

Ryan Rosenberg, Digital Design & UX Capabilities Lead, Sanofi

12:15 PM
PERSPECTIVES: Using Technology to Enhance Customer Experiences
The panel discusses which emerging technologies (mobile, connected devices, AI/ML, AR/VR, voice & chat, telehealth, blockchain) have the potential to provide the most value to customers. Also how pharma can develop a tech-led, human-centered design process to connect with customers on a deeper level & reinforce the importance of the human experience in healthcare.

Anton Yarovoy, Sr. Product Manager, HCP Marketing, Novo Nordisk
Mary Lassiter, Digital Campaign Management Product Lead, Sanofi
Susan Harris, Sr. Director, Obesity Management, Novo Nordisk
Panelist TBA

12:45 PM

01:30 PM
Improving Patient Communications, and Experiences

Laurie Myers, Director, Global Health Literacy, Merck
01:55 PM
Session TBA

02:25 PM
The M.O.L.E System Perspective
Move Away From Your Failed Approach To Digital Transformation

Neil Keene, Digital Brand Consultant, NASH, Intercept Pharmaceuticals
02:50 PM
Putting a Focus on the Payer Experience
Lou Sanquini, VP, Life Sciences Group,  Aetna, a CVS Health Company ​​​​(tbc)

03:15 PM
PERSPECTIVES: Elevating the HCP Experience to Drive Engagement
- Developing a customer experience mindset to engage providers on their terms
- Keys to providing the most valuable resources at the point of care
- Leveraging data and HCP feedback to gain actionable insights

Brian Prout, Director of Marketing, Vumeris, Biogen
Lori Hancock, Director, Multi-Channel Integration, Oncoloy, Merck
Charlie Flax, Founder & President, Propeller Communications

03:45 PM

04:10 PM
Outside-Industry Perspective: Capturing the Mindset of Your Customers
Justin Reilly, Chief Product Officer, Ting | Tucows

04:35 PM
New Methods for Gleaning Patient Input
Sarah Krug, Executive Director, Cancer 101

05:00 PM
PERSPECTIVES: The ROI of Customer Experience
- Which investments are contributing to CX success and which are not?
- What does successful digital transformation in pharma look like?
- Keys to developing a strategic vision for adopting commercial technologies
- Quanitfying customer experience success in pharma

Vijay Venugopal, Director, Business Partner: Marketing, Sanofi
Edward Stelmack, Sr. Director, Commercial Operations, Oncology, AstraZeneca
Bryan Zembrowski, Associate Director, Patient Marketing, Regeneron (tbc)
Panelist TBA

05:30 PM
NETWORKING DRINKS RECEPTION @ The HAT Tavern (The Grand Summit Hotel)

07:00 PM
PHARMA CX SUMMIT DINNER MEET-UP @ The Echo Tap & Grille (Mountainside, NJ) 
Schedule - Day 2
09:00 AM
Day 1 Recap from Conference Chairs
Seth Painter, Digital Marketing Strategist & Kristen Winters, Director, Multi-Channel Marketing, Bayer

09:15 AM
Connected Health at the Speed of Life
Reaching and Engaging the Connected Patient
Data First, Speed Up & Provide Assistance in a Mobile World

Sachin Nanavati, Sr. Business Lead, Healthcare, Google

09:40 AM
Artificial Intelligence (AI) in Pharma: The Future Arrived Yesterday
This lively session starts off with a high level look back at the early days of AI explaining why only now AI becomes so pervasive in our lives. Not only in consumer applications but also in healthcare and at Pharma companies. Not only in research but also in Manufacturing, Regulatory, and yes, Commercial.
Dany De Grave, Founder, Unconventional Innovation, Sr. Director, Innovation Programs, Sanofi

10:05 AM
Session TBA

10:30 AM

11:00 AM
The Customer Experience is Your Brand
 Drew Diskin, Head of Marketing Technology, Virtua Health System

11:25 AM
Facilitating a “Responsible” Adoption of Digital in the Mental Health Space
Craig DeLarge, Founder, The Mental Health Project

11:50 AM
PATIENT PERSPECTIVES: Engagement in Action
An Initiative Designed to Support the Sickle Cell Community
Hear from three perspectives -a supplier and sponsor who sensed the need for curated information in a community. Hear directly from members of the community - Does the platform serve them? What else can be done? The example of sickle cell can stand in for almost any other rare disease – hear how industry is better able to both serve the patient/caregiver community and business objectives at the same time. The panel will be ready to answer your questions about value, challenges, regulatory hurdles, etc. – all the issues you face as you develop and implement patient-focused initiatives.
Moderated by:
Dyan Bryson, Founder, Health Inspired Strategies & Joe Chichiocco, Associate Director, Patient Advocacy, Daiichi Sankyo

12:20 PM

02:00 PM
Ryan Rosenberg
Joyce Ercolino
Kristen Winters
Mary Lassiter
Drew Diskin
Virtua health system
Anton Yarovoy
Joanna Pena-Bickley
Susan Harris
NoVO nordisk
Rich Schwartz
Sarah Krug
Cancer 101
Brian Prout
Jim Doucette
Aleen Hosdaghian
Sun pharma
Vijay Venugopal
Matt Smith
Laurie Myers
Craig DeLarge
The Mental Health project
Justin Reilly
TIng | tucows
Neil Keene
intercept pharmaceuticals
Joe Chichiocco
daiichi sankyo
Lori Hancock
Dyan Bryson
Health inspired strategies
Bryan Zembrowski
Charlie Flax
Sponsorship & Exhibition Opportunities 
The Grand Summit Hotel
570 Springfield Ave., Summit, NJ
SINCE 1868 THEN NOW ALWAYS. The Grand Summit Hotel is a historic, boutique style hotel in the heart of prestigious Summit, New Jersey. Whether you are visiting what is considered to be one of New Jersey's most desirable towns for business or pleasure, warm hospitality awaits at our classic hotel celebrates its grand reopening with fully renovated lobby and guest rooms.

PanAgora Pharma has a room block at the Grand Summit Hotel for conference attendees ($165++ per room). Please inquire below for more details on reservations. We recommend booking early as the conference room block has sold out each of the past three years.
 Join us at Pharma CX 2020
The Premier Customer Experience Conference for the Pharma Industry

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