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 250+ 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 conference environment that fosters peer-to-peer interaction, collaboration, and networking.
Don't miss the Pharma CX Summit 2022!
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 conference environment that fosters peer-to-peer interaction, collaboration, and networking.
Don't miss the Pharma CX Summit 2022!
Location
Grand Ballroom
The Grand Summit Hotel
Summit, NJ
The Grand Summit Hotel
Summit, NJ
Date & Time
March 23-24, 2022
Presented By
Pharma CX Summit Sponsors
Featured Speakers
Kristen Winters
(Co-Host)
(Co-Host)
BAYER
Seth Painter
(Co-Host)
(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
Craig Haines
VERYWELL
Amy Turnquist
HBA
Jared Shechtman
EISAI
Rachel Levy
ALKERMES
Charlie Flax
PROPELLER
Cassie Hallberg
Neocis
Jim Doucette
astrazeneca
David Parker
WISHPLAY
Vijay Venugopal
EISAI
Brett Marvel
MERCK
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 Elynn Cook
PHOTOCURE USA
Tim Glennon
EVOFEM BIOSCIENCES
Eileen Nolan
Novo Nordisk
Peter Chiappano
NOVO NORDISK
Robin Kamen
GALDERMA
Ray Rotolo
POPULUS MEDIA
John Lineen
BMS
Michael Jafar
EVOLUS
Patrick Howie
MEDIFIND
Lisa Grimsley
CX CONSULTANT
Anna Kravets
ADIRA
Elise Whitaker
ORBITA
Francie Rawlings
CONSULTANT
Last Year's Conference 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
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
Tim Glennon, Vice President, Marketing, Evofem Biosciences
Howard Seidman, Chief Operating Officer, CustomConnect
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
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
David Parker, Founder& Chief Wish Granter, Wishplay
02:25 PM
Networking Break
02:40 PM
Supporting Underserved Populations Through Conversational AI
Conversational AI has the power to address and help resolve key needs and challenges facing underserved populations facing inequities in access and resources due to various factors including socioeconomic conditions, digital literacy shortcomings, and understanding of available support such as financial assistance programs. We’ll explore various use cases and value-based stories related to health equity and how conversational AI engages these populations with educational information, financial assistance, and more.
Elise Whitaker, VP Customer Success & Practice Lead, Life Sciences, Orbita
Francie Rawlings, Global Digital Strategist, Consultant
Anna Kravets, President, AdirA
03:05 PM
PERSPECTIVES: Enhancing Experiences with Emerging Technology
The panel discusses emerging technologies (connected devices, AI/ML, AR/VR, voice & chat) are currently providing the most value to patients and which technologies will have the biggest impact on pharma marketing going forward.
Mary Lassiter, Digital Campaign Management Product Lead, Sanofi
Peter Chiappano, Associate Director, Emerging Technology, Novo Nordisk
Ray Rotolo, Co-founder, Chief Product Officer, Populus Media
Moderator: Kristen Winters, CX Lead, North Americas Hub, Bayer
03:30 PM
Networking Break
03:45 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
Vijay Venugopal, Sr. Director, Sales & Marketing, Eisai
Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist
• 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
Vijay Venugopal, Sr. Director, Sales & Marketing, Eisai
Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist
04:15 PM
CASE STUDY: Generation S - Co-Creating, Authentically Connecting, and Making a Difference in the Sickle Cell Community
• Consumer Launch: Empowering and activating patients
• Re-Thinking the Disease: Pain crisis focus and associated complications
• Experience-Driven: Understanding and supporting patients through insights and engagement
• Mission-Driven: Establishing NVS as a trusted partner
Mike Edwards, Director & Indication Lead, CAR-T Marketing, Novartis
Brad Carlson, Director, Digital Strategy, Novartis
04:40 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?
Courtney Kober, Director, Integrated Multichannel Marketing, Bayer
John Lineen. Director, Engagement Lead, Bristol-Myers Squibb
Robin Kamen, Global Lead, Omnichannel & Customer Experience, Galderma
Craig Haines, Chief Revenue Officer, Verywell
Moderator: Amy Turnquist, President, HBA Philadelphia, Healthcare Businesswomen's Association
• Keys to creating personalized content with contextual awareness
• How can pharma brands become more 'humanized' and better understanding of customers' challenges?
Courtney Kober, Director, Integrated Multichannel Marketing, Bayer
John Lineen. Director, Engagement Lead, Bristol-Myers Squibb
Robin Kamen, Global Lead, Omnichannel & Customer Experience, Galderma
Craig Haines, Chief Revenue Officer, Verywell
Moderator: Amy Turnquist, President, HBA Philadelphia, Healthcare Businesswomen's Association
05:10 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
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
Eileen Nolan, Sr. Manager, EHR Marketing Strategy & Execution, Novo Nordisk
Moderator: Lisa Grimsley, 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: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist
• 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: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist
03:00 PM
Don't Listen To Your Customers - Do This Instead
Too often, we assume that consumers make rational decisions. We take them at their word when we ask them about their behavior — they say they want this feature and we assume they will actually use the feature once we build it. But there’s a gap between what consumers say they’ll do and what they actually do. How do we bridge this gap and design products based on actual consumer decision making and behavior? This talk will get to the core of irrational decision making. Kristen will share funny stories about how we are irrational, while also providing novel and insightful ways to design products and services that align with these irrationalities.
Kristen Berman, Co-Founder, Irrational Labs
03:25 PM
What Patients Want: The Top 5 Lessons We Have Learned From Our First Year Helping Patients On Their Journey
Leaving big-pharma to start a company designed to help patients navigate their journey has led to some important learnings about how patients really think about their health. We will discuss what we learned and what that means for Pharma marketers.
Patrick Howie, Founder and CEO, MediFind
03:50 PM
Networking Break
04:05 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
04:30 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 Elynn Cook, Product Director, Photocure USA
Michael Jafar, Chief Commercial Officer, Evolus
Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist
• 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 Elynn Cook, Product Director, Photocure USA
Michael Jafar, Chief Commercial Officer, Evolus
Moderator: Seth Painter, Pharma CX Summit Co-Host, Digital Marketing Strategist
05:00 PM
Virtual Happy Hour!
The Pharma CX Chatcast
Don't miss PanAgora Pharma's Pharma CX Chatcast, where we post in-depth interviews with customer experience leaders of pharma.
Subscribe to our YouTube, Twitter, or LinkedIn pages to receive notifications when new episodes are posted.
To the right, you can access the latest Pharma CX Chatcast episode with Charlie Flax, Founder and President of Propeller discussing the increase in urgency and focus on omnichannel as a result of the pandemic.
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