Design and DELIVER a Seamless Customer Experience for
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.

Grand Ballroom
The Grand Summit Hotel
Summit, NJ

Date & Time
June 9, 2022
09:30am - 06:00pm EST
Presented By
Venue / Room Block
Pharma CX Summit: Conference Room Block
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. 

Pharma CX 2022 Faculty
Kristen Winters 
Seth Painter
Sahab Aslam
Peter Chiappano
Tanya Hughes
Amy Brown
Jessica March
Amicus Therapeutics
Allison Kramer Deeb
Robin Kamen
Mariah Blevins
Mary Lassiter
Richard Schwartz
Amy Turnquist
Sparkle Fisher
Karen Root
Boehringer ingelheim
Jennifer Clark
 Viiv healthcare (GSK)
Bassem Hanna
Johnson & Johnson
Mahesh Kolar
Emily Santasprit
Agile therapeutics
Kelsey Byrne
Emily Stuis
Lisa Britton
akili Interactive
Gina Arangio
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,

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

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

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.

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

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 OperationsViiV 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

05:00 PM
Networking Reception / Happy Hour

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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