Design and DELIVER a Seamless Customer Experience for
Patients, Payers, & healthcare providers
Patients, Payers, & healthcare providers
Now in its 9th year (and for the first time back in-person since 2019!), the Pharma CX Summit will bring together 150+ customer experience leaders of pharma to share how the pharma marketing and brand teams can design and deliver more seamless customer experiences to better serve patients, payers, and HCPs.
At the Pharma CX Summit 2022, you'll hear the latest pharma CX case studies and insights from an expert speaking faculty and leave with actionable insights, takeaways, and networking connections that will help you tackle your customer experience challenges. The Pharma CX Summit agenda 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 lively and interactive conference environment that fosters peer-to-peer interaction, collaboration, and networking.
At the Pharma CX Summit 2022, you'll hear the latest pharma CX case studies and insights from an expert speaking faculty and leave with actionable insights, takeaways, and networking connections that will help you tackle your customer experience challenges. The Pharma CX Summit agenda 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 lively and interactive conference environment that fosters peer-to-peer interaction, collaboration, and networking.
Location
Grand Ballroom
The Grand Summit Hotel
Summit, NJ
The Grand Summit Hotel
Summit, NJ
Date & Time
June 9, 2022
09:30am - 06:00pm EST
09:30am - 06:00pm EST
Presented By
Venue / Room Block
Pharma CX Summit: Conference Room Block
Grand Summit Hotel, Summit, NJ
Grand Summit Hotel, Summit, NJ
The Grand Summit Hotel is a historic boutique hotel unlike any other in New Jersey. Their storied history offers an understanding as to why discerning travelers appreciate this unique hotel which underwent a multi-million-dollar renovation in 2019.
PanAgora Pharma has a room block at the Grand Summit Hotel for the nights of June 8th and June 9th. To reserve a room at the discounted room block rate ($175 / night), please call the Grand Summit Hotel directly (908-273-3000) and reference the Pharma CX Summit Room Block. The room block will sell out by June 1, so please make your reservations as soon as possible.
PanAgora Pharma has a room block at the Grand Summit Hotel for the nights of June 8th and June 9th. To reserve a room at the discounted room block rate ($175 / night), please call the Grand Summit Hotel directly (908-273-3000) and reference the Pharma CX Summit Room Block. The room block will sell out by June 1, so please make your reservations as soon as possible.
Pharma CX 2022 Faculty
Kristen Winters
(Co-Host)
(Co-Host)
BAYER
Seth Painter
(Co-Host)
(Co-Host)
POPULUS
Sahab Aslam
MERCk
Peter Chiappano
NOVO NORDISK
Tanya Hughes
OREXO
Amy Brown
Authenticx
Jessica March
Amicus Therapeutics
Allison Kramer Deeb
otsuka
Robin Kamen
GALDERMA
Mariah Blevins
Gsk
Mary Lassiter
BAYER
Richard Schwartz
MEDALLIA
Amy Turnquist
HBA
Sparkle Fisher
BIOGEN
Karen Root
Boehringer ingelheim
Jennifer Clark
Viiv healthcare (GSK)
Bassem Hanna
Johnson & Johnson
Mahesh Kolar
LEO PHARMA
Emily Santasprit
Agile therapeutics
Kelsey Byrne
BMS
Emily Stuis
Pfizer
Lisa Britton
akili Interactive
Gina Arangio
GSK
Lisa Grimsley
Almatica Pharma
Conference Agenda
June 9, 2022
09:30 AM
Opening Remarks
Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist, Populus
Kristen Winters, Pharma CX Summit Co-Host & CX Lead, North Americas Hub, Bayer
09:40 AM
Experience as a Medicine: Engineering the Extraordinary
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.
Richard Schwartz, Life Sciences Industry Practice Lead, Medallia
Richard Schwartz, Life Sciences Industry Practice Lead, Medallia
10:05 AM
Panel: The Pharma / Patient Experience in 2022
• Discuss the importance of the patient experience for pharma marketers in 2022
• 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?
Mariah Blevins, Patient Experience Analyst, CX, & Digital Innovation, GSK
Bassem Hanna, Associate Director, Patient Hub Operations, Johnson & Johnson
Emily Santasprit, Senior Product Manager, Agile Therapeutics
10:35 AM
Keynote: Pharma CX Reimagined: 3 Essential Shifts
Customers today have more choices than ever. In this environment, delivering exceptional experiences to HCPs becomes a compelling way for Pharma companies to differentiate from the crowd and earn the right to long-term customer relationships. Understand the essential shifts that Pharma companies must make to reposition CX from a "nice-to-have" to a core value driver.
Wayne Simmons, Customer Powerhouse, Customer Experience Leader, Bayer
Wayne Simmons, Customer Powerhouse, Customer Experience Leader, Bayer
11:00 AM
Networking Break
11:20 AM
The Layers of Customer Experience
• Making human-centered design a part of daily work
• Breaking patterns of thinking and working to put customer needs first
Emily Stuis, Director, Team Leader, Innovation, Pfizer
11:40 AM
A Neoteric (Pre) Customer Experience:
How to uncover your future customers and unlock hidden growth.
How to uncover your future customers and unlock hidden growth.
This session will specify innovative interventions you can utilize along the Customer Experience journey - with both patients and providers - to help your future customers become current customers.
Patrick Howie, Founder and CEO, MediFind
12:00 PM
Panel: The Pharma / HCP Experience in 2022
• Discuss the importance of the HCP Experience in 2022
• 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?
Robin Kamen, Global Lead, Omnichannel & CX, Galderma
Peter Chiappano, Associate Director, Emerging Technology & Digital Strategy, Novo Nordisk
Lisa Grimsley, Marketing Director, Almatica Pharma
Moderated by: Amy Turnquist, Principal, North Highland, President, HBA Philadelphia
• 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?
Robin Kamen, Global Lead, Omnichannel & CX, Galderma
Peter Chiappano, Associate Director, Emerging Technology & Digital Strategy, Novo Nordisk
Lisa Grimsley, Marketing Director, Almatica Pharma
Moderated by: Amy Turnquist, Principal, North Highland, President, HBA Philadelphia
12:30 PM
Networking Lunch
01:30 PM
Panel: Crawl-Walk-Run: Leading CX Transformation
Karen Root, Director, Experience Strategy, Boehringer Ingelheim
Gina Arangio, Head of Change Management, Office of the CEO, GSK
1:50 PM
Listening at Scale to Build a Patient-Centric Customer Experience
Listening directly to customer voices reveals both points of friction and areas of success along the customer journey, providing opportunities for quick iterations and key decision-making. This session will address strategies to revolutionize a patient-centric customer experience.
Amy Brown, Chief Executive Officer, Authenticx
Jennifer Clark, Director, Patient Access and Hub Operations, ViiV Healthcare, GSK
02:10 PM
Lessons for Iconic Customer Experiences
Ominchannel experts are also consumers! Who knew? In this session, Digital CX veteran, Joyce Ercolino, examines a positive customer experience she had with Dyson vacuums, and how that adventure can inform pharma's approach to the CX process.
Joyce Ercolino Director, Digital Excellence, Harmony Biosciences (TBC)
02:30 PM
Fireside Chat: Personal Experiences Can Motivate and Impact Strategic Approach
Jessica March, Sr. Director, US Marketing and Commercial Operations, Amicus Therapeutics
Moderated by: Allison Kramer Deeb, Director, Customer Experience, Otsuka
02:50 PM
Networking Break
03:20 PM
Mr. Potato Head: Delivering Omnichannel Strategies with Modular Content
Mary Lassiter, Digital Platforms Operations Lead, Bayer
03:40 PM
See Modular Content in Action!
Qusai Mahesri, Founder and CEO, Xpediant Digital
Kevin Liggett, Sr. Director, Product Management, Xpediant Digital
04:00 PM
Panel: DTx + CX
Digital Therapeutics--a subset of Digital Health, are evidence-based therapeutic interventions driven by high quality software programs to prevent, manage, or treat a medical disorder or disease. DTx have developed with increased momentum over the past decade. We have invited industry specialists to discuss their perspectives on DTx and to the overall experience and outcomes for the patients they serve.
• As it applies to your role, how do you define digital therapeutics?
• How has DTx been received by the patient community? By the medical community?
• How can DTx improve Customer Experience? In what ways could DTx be conceived as a working against ideal CX?
• What challenges do digital therapeutics products/services face?
• What does the future hold for DTx?
Tanya Hughes, Director, Market Access DTx, Orexo
Sahab Aslam, Associate Director, Global Data Scientist, Merck
Lisa Britton, Director, Commercial Platforms and CX, Akili Interactive
04:30 PM
Panel: CX Innovations
Over the past few years, technology has enabled tremendous innovation in the area of Customer Experience—inside the healthcare space and out. In addition, having access to a deeper of understanding of the customer’s experience has fueled innovation in other, non-technology areas.
This panel will take turns examining some of the top “Innovations” in the area of CX. Our panelists will evaluate these concepts, comment on them and address their applicability to the pharma/healthcare universe.
• What are your thoughts on this “innovation” in general?
• How will this innovation “move the needle” in terms of CX?
• How can it be applied to the pharma space?
Sparkle Fisher, Associate Director, DTC Marketing, Biogen
Mahesh Kolar, Sr. Director, Commercial Operations, LEO Pharma
Karen Root, Director, Experience Strategy, Boehringer Ingelheim
This panel will take turns examining some of the top “Innovations” in the area of CX. Our panelists will evaluate these concepts, comment on them and address their applicability to the pharma/healthcare universe.
• What are your thoughts on this “innovation” in general?
• How will this innovation “move the needle” in terms of CX?
• How can it be applied to the pharma space?
Sparkle Fisher, Associate Director, DTC Marketing, Biogen
Mahesh Kolar, Sr. Director, Commercial Operations, LEO Pharma
Karen Root, Director, Experience Strategy, Boehringer Ingelheim
05:00 PM
Networking Reception / Happy Hour
Hosted @ The Office Tavern & Grill (0.5 miles from the hotel)
Hosted @ The Office Tavern & Grill (0.5 miles from the hotel)
Sponsors & Exhibitors
Media Partners
Don't miss the Pharma CX Summit 2022!
The Premier Customer Experience Conference for the Pharma Industry
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