Design and DELIVER a Seamless Customer Experience for
Patients, Payers, & healthcare providers

Now in its 8th year, and for the second-time virtually, the Pharma CX Summit will bring together 250+ customer experience leaders of pharma to share how the industry can design and deliver more seamless customer experiences for patients, payers, and providers.  Despite the conference being virtual again this year, we have no doubt the content and networking opportunities will be top-notch!

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 a virtual conference environment that fosters peer-to-peer interaction, collaboration, and networking.

Don't miss the Pharma CX Summit 2021!
Location
Virtual Conference

Date & Time
March 24-25, 2021
Presented By
Pharma CX Summit 2021
Featured Speakers
Kristen Winters 
(Co-Host)
BAYER
Seth Painter
(Co-Host)
Kristen Berman
IRRATIONAL LABS
Bryan Zembrowski
REGENERON
Kim Skrabonja
ABBVIE
Karen Root
Boehringer ingelheim
Courtney Kober
BAYER
Brad Carlson
NOVARTIS
Mike Edwards
NOVARTIS
Trista Walker
BNO
Mary Lassiter
Sanofi
Rob Stephen
VERYWELL
Nick Wanliss
TELEFLEX
Jared Shechtman
EISAI
Rachel Levy
ALKERMES
Charlie Flax
PROPELLER
Cassie Hallberg
Neocis
Jim Doucette
astrazeneca
David Parker
WISHPLAY
Vijay Iyengar
EISAI
Janik Jaskolski 
SEMALYTIX
Chris Franklin
BAYER
Johan Vermeiren 
TRiLATIONS
Kathy Schwartz
SANOFI
Jennifer Galle
CAESARS ENTERTAINMENT
Vicki Whichard
MAsSMUTUAL
Rich Schwartz
MEDALLIA
Stephanie Garrison
IDORSIA
Debbie Donovan
CALA HEALTH
Jo Ellyn Cook
PHOTOCURE USA
Pharma CX 2021 Agenda

Day One
March 24, 2021


12:00 PM
Opening Remarks

Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist
Kristen Winters, Pharma CX Summit Co-Host & CX Lead, North Americas Hub, Bayer

12:10 PM
How Digital Experiences in Pharma Are Redefining the Industry

As the pandemic has vaulted the life sciences industry 15 years forward in innovation within a matter of 15 weeks, it has opened the door to other possibilities. Organizations that focus on consumer, patient, HCP, and employee experiences will continue to innovate, adapt, improve outcomes, and drive efficiencies.  A more specific and innovative focus on experiences in pharma is putting a spotlight on the industry and propelling us from fast follower to forerunner.

Rich Schwartz, Life Sciences Industry Practice Lead, Medallia

12:20 PM
PERSPECTIVES:  Patient Experience in 2021

• Discuss the importance of the patient experience for pharma marketers in 2021
• How does patient experience relate to your product/market/therapy/patient populations?
• When considering PX, what has changed in the past 12 months?
• Where do data, analytics and technology play a role when considering the patient experience?

Rachel Levy, Director, Digital Marketing, Alkermes
Jared Shechtman, Marketing Technology Solutions, Eisai
Trista Walker, CCXP, President, BNO Inc. & Board of Trustees, Thomas Jefferson University

Moderator: Rich Schwartz, Principal, Life Sciences, Medallia

12:50 PM
Networking Break


01:05 PM
PERSPECTIVES:  PX - First Fill Abandonment

• What is First Fill Abandonment and how does it happen?
• Why is FFA so crucial to the Customer Experience?
• What can brands do to improve the situation?
• What technology options are available?

Bryan Zembrowski, Associate Director, Global Patient Marketing, Regeneron
Jim Doucette, Director, Customer Programs & Collaborations, AstraZeneca

Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist

01:35 PM
The Global State of Customer Centricity in Pharma

Increasingly, the pharmaceutical industry is taking a customer-centric approach to both the development and commercialization of new products. From being patient-centric when conducting clinical trials to driving more engaging interactions between medical representatives and healthcare providers, companies are placing the “customer” at the center of their commercial models. Trilations, a management consulting firm that provides guidance and insights powered by data and advanced analytics to pharma in over 50 countries, recently released their annual Pharma Customer-Centricity Index. This global survey reveals the perception of top pharmaceutical companies’ customer-centricity in several major treatment areas. Trilations CEO Johan Vermeiren discusses the results of the survey in this presentation: The Global State of Customer Centricity in Pharma.

Johan Vermeiren, Chief Executive Officer, Trilations

02:00 PM
Networking Break


02:15 PM
The Unconventional Customer Journey to Happiness
David's need to add more joy into his life and real purpose to his work sparked a complete life change that has allowed him to bring unexpected happiness to hundreds of patients. A designer and technologist, David has overcome endless technical, bureaucratic and regulatory challenges to craft bespoke Virtual Reality experiences for dying patients. The result? He's not only increased their quality of life, he's also inspired thousands in the process.

David Parker, Founder& Chief Wish Granter, Wishplay

02:40 PM
Can Pharma Transform the Patient Experience? New Ideas & Trends for Innovation

Speaker TBA, Orbita


03:05 PM
PERSPECTIVES: Enhancing CX with Emerging Technology

The panel discusses which emerging technologies (connected devices, AI/ML, AR/VR, voice & chat) are currently providing the most value to patients and which technologies have the chance to make the biggest impact moving forward.

Mary Lassiter, Digital Campaign Management Product Lead, Sanofi
Peter Chiappano, Associate Director, Emerging Technology, Novo Nordisk
Vijay Iyenhar, Sr. Director, Sales & Marketing, Eisai

Moderator: Kristen Winters, CX Lead, North Americas Hub, Bayer

03:35 PM
Networking Break

03:50 PM
PERSPECTIVES: CX Data & Analytics

• Can CX be quantified using data?
• How much data is being generated that is actually applicable to CX?
• What are some of the newer ways of implementing data?
• How is technology allowing brands to optimize CX by leveraging data?
• What can we learn from data about customer behavior patterns?

Chris Franklin, Director, US Data Strategy, Bayer
Kim Skrabonja, Director, Business Technology, Abbvie

Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist

04:20 PM
Social Media Case Study

Mike Edwards, Director & Indication Lead, CAR-T Marketing, Novartis
Brad Carlson, Director, Digital Strategy, Novartis


04:45 PM
PERSPECTIVES: Putting the Customer at the Center of Your Marketing Strategy using Digital/Media

• How are pharma brands integrating their advertising and customer experience strategies?
• Keys to creating personalized content with contextual awareness
• How can pharma brands become more 'humanized' and better understanding of customers' challenges?

Michael Jafar, Chief Commercial Officer, Evolus
Courtney Kober, Director, Integrated Multichannel Marketing, Bayer
Speaker TBA, Verywell

Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist

05:15 PM
Virtual Happy Hour!







Day Two
March 25, 2021


01:00 PM
Day One Recap

Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist
Kristen Winters, Pharma CX Summit Co-Host & CX Lead, North Americas Hub, Bayer

01:10 PM
PERSPECTIVES: The HCP Experience in 2021

• Discuss the importance of the HCP Experience in 2021
• How does HCP Experience relate to your product/market/therapy/patient populations?
• When considering the HCP Experience, what has changed in the past 12 months?
 • Where do data, analytics and technology play a role when considering the HCP Experience?
 
Charlie Flax, Chief Executive Officer, Propeller
Kathy Schwartz, Director, Customer Experience, Sanofi
Stephanie Garrison, Head, Digital Marketing, US, Idorsia

Moderator: Kristen Winters, CX Lead, North Americas Hub, Bayer

01:40 PM
PERSPECTIVES: HCP and EHR/POC

• Discuss the role of EHR/POC options in the overall HCP CX
• How are EHR/POC options viewed from the HCP’s perspective? And from the Patient’s?
• How effective are these programs? How is that measured?
• Which EHR/POC options are most effective?

Brett Marvel, Associate Director, Marketing Comms/Channels, Vaccines, Merck

Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist

02:10 PM
Networking Break



02:30 PM
PERSPECTIVES:  CX Lessons from Outside Pharma
• What does CX mean to your market/audience?
• What are some strategies or tactics that you employ to optimize CX?
• Discuss the importance of data/analytics as it applies to CX
• CX recommendations for pharma/healthcare

Jennifer Galle, Regional VP, Marketing, Caesar’s Entertainment
Vicki Whichard, Head, Digital Customer Care, MassMutual
Karen Root, Director, Experience Strategy, Boehringer Ingelheim

Moderator: Kristen Winters, Pharma CX Summit Co-Host & CX Lead, North Americas Hub, Bayer

03:00 PM
Don't Listen To Your Customers - Do This Instead

Kristen Berman, Co-Founder, Irrational Labs


03:30 PM
Networking Break


03:45 PM
Powering Meaningful Customer Experiences with Design Systems

Direct customer research is the most powerful way to create meaningful digital experiences – but it is often overlooked because of impacts to budget and timelines. Learn how implementing a Design System can bridge this gap by accelerate time to market, driving down costs, and simplifying the process of content creation.

Ryan Rosenberg, Associate Director, CX Design, Sanofi


04:10 PM
PERSPECTIVES:  CX in Non-Traditional Markets
 
• How does CX map onto the products that you market/sell?
• How is CX different for your market vs. traditional pharma?
• Share an example of how CX is important within your market or audience?
• What roles does data/analytics play in your approach to CX?

Debbie Donovan, Director, Market Development, HCPs, Cala Health
Cassie Hallberg, Vice President, Marketing, Neocis
Jo Ellyn Cook, Product Director, Photocure USA

Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist

04:40 PM
Virtual Happy Hour! 

The Pharma CX Chatcast

Don't miss PanAgora Pharma's brand new Pharma CX Chatcast, where we post weekly interviews with customer experience leaders of pharma.

Subscribe to our YouTube, Twitter, or LinkedIn pages to receive notifications when new episodes are posted.

You can check out the first Pharma CX Chatcast episode with Kristen Winters, CX Lead, North Americas Hub at Bayer and co-host of the Pharma CX Summit 2021!
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The Premier Customer Experience Conference for the Pharma Industry

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