• What is the state of the patient experience in pharma, and how is empathy being incorporated?
• Share an example of how a patient experience has affected your product / market / therapy area
• Share an example of how data, analytics and technology play a role when considering the patient experience
• How do we push further to include patient experience and patient voice into all aspects of pharma?

Margaux Boyaval, (Former) UX/UI Director, Digital Health Products, Teva
Sharon H. Streets, BSN, RN, Director of Treatment Operations, Adaptimmune
Lisa Britton, Director, Patient Access Solutions Mental Health, Boehringer Ingelheim

Join CooperSurgical and Ostro to learn how CooperSurgical’s award-winning patient education solution and AI-powered technology provide consumers and HCPs with personalized support, resources, and next best actions. In this fireside chat with Priscilla Tavener, Senior Director of Marketing at CooperSurgical, and Danielle Hay, Senior Director, Operations & Strategy at Ostro, you’ll learn about their road to success and what advice CooperSurgical would give to other brand leaders looking to increase personalization utilizing AI-powered technology.

Priscilla Tavener, Senior Director of Marketing, CooperSurgical
Danielle Hay, Senior Director, Operations & Strategy, Ostro

Drawing on +20 years of online marketing experience -- both in AND outside of pharma, Kevin talks about technology & focus on the patient, specifically optimizing & prioritizing their needs. Key concepts include: communication at the patient level, knowing the audience & listening to/applying feedback. Kevin manages an ecosystem of +30 brand sites, so he knows a thing or two about the optimal approach.

Kevin Hsieh, Director, Portfolio Web & Mobile, Experience Services & Digital Innovation, Genentech

Chief Evangelist Leslie Pagel is presenting on how healthcare organizations use generative AI to tap into a renewable source of customer intelligence and deliver both health and business outcomes.In this session we will:

• Examine the current state of customer feedback: what is lacking and opportunities to improve
• Share examples of how pharma CX leaders use unsolicited conversations to improve the patient journey
•Discuss how to get started in your own organization

Leslie Pagel, Chief Evangelist, Authenticx

​Patients needs to be treated like consumers , educated in new channels and drive engagement with HCP's. When relevant information is served up to right patients in a simpler understandable authentic way, then treatment care works. This session will explore the possibilities of where patients are reachable today (focused on skin care industry insights).

In today's world of Netflix , telehealth , fitness shops , web series influencers , Amazon culture and TikTok, should we treat, educate, and drive awareness differently for patients vs traditional channels? In this world, how do we bring HCPs closer to patients and what levers can be applied to drive patients to HCP's asking for right choice of treatment? And where have we seen it work?
 
Nakul Vyas, Head Of Data, Analytics, and Digital Innovation, Arcutis

New innovations have created a hype in the anti-obesity revolution, which has inflated the hope in
patients nationwide. 40-45% of the United States population is obese. The media tells us the weight loss
treatments and results will be the miracle so many have waited for – but are they? Being successful on
these wonder drugs doesn’t happen overnight, it involves major lifestyle changes. How do we, as a
healthcare community, support patients so they can be successful managing their new therapy?
People need help – the type that goes beyond the usual treatment paradigm. This panel offers a
dialogue on why weight loss patients need more than just a prescription to overcome obesity and a look
at how a holistic, human-centric patient support strategy can address the emotions involved with the
disease and lead to successful weight loss therapy and long-term behavior change.

Alfred O’Neill, Weight Loss Patient & Author
Richard Schwartz, Life Sciences Practice Lead, Qualtrics

Moderated by: Jennifer Butler, Chief Commercial Officer, Pleio

 
Patients need to be treated like consumers, educated in new channels to drive engagement with HCP's. When relevant information is served up to right patients in a simpler, more understandable, and authentic way, then treatment care works. This session will explore the possibilities of where patients are reachable today (focused on skin care industry insights).

In today's world of Netflix, telehealth, fitness shops, influencers, Amazon culture, and TikTok, should we treat, educate, and drive awareness differently for patients vs traditional channels? In this world, how do we bring HCPs closer to patients and what levers can be applied to drive patients to HCP's asking for right choice of treatment? And where have we seen it work?
 

 
With the Americans with Disability Act (ADA) in place for over 32 years, the practice of digital
accessibility has experienced a crescendo in recent years, and has become a central tenant to
Environmental Social & Governance (ESG) and Diversity Equity & Inclusion (DEI). While the
Web Content Accessibility Guidelines provide the global standards, the mobilization of a global
pharma company to adopt accessibility best practices across its Information. Communication
Technology (ICT) landscape can be quite overwhelming. Explore key components of a digital
accessibility program, including:

• Where digital accessibility sits within a large global company
• Steps to creating a digital accessibility policy and governance
• Workstreams in a digital accessibility program

Stephen Framil, Director, Corporate Global Head of Accessibility, Merck

Social Media is everywhere—its hard to find anyone that is not involved with social media at some level. Therefore, its hard to find anyone who’s experience is not affected by social media. Driven by technology, but inherently human, social media may be the ultimate intersection of CX and technology that our industry has seen. This panel explores innovations in social media and the state of social media in pharma in 2024 and beyond.

• What’s the state of social with regards to commercial pharma? Discuss the “traditional” social media channels and their current impact.
• Discuss Influencers and the role they play in terms of CX, marketing efforts, and performance.
• How is social media integrating with other functionalities?
• What are some of the operational aspects of social that are sometimes overlooked that can alter CX?

Noah Bryant, Social Media and Digital Marketing, US, Novocure
Shawnee Brown, Associate Director, Social Media & Influencer Engagement Capabilities, BMS
Vanita Patel, (Former) Associate Director, US Marketing, Relief Therapeutics

 
The vision of an omnichannel strategy is to optimize experience with the patient at the center. Omnichannel seeks to figure out what motivates the individual and then tailor the experience to meet those needs. Emerging technologies like AI, machine learning, and predictive analytics are helping make this a reality. Our panel examines the state of affairs in these areas and discusses their application and benefit to the patient space:

• With regard to your therapeutic area, what does omnichannel mean to you?
• With a myriad of applications, how are you leveraging AI and other emerging technologies?
• What are the keys to orchestrating a world-class customer experience across all touchpoints of your brand?
• What’s next in omnichannel for patients? This year? Next year? 2035…?

Will McMahon, Director, Omnichannel Strategy, AstraZeneca
Joe Falcone, (Former) Director, Modular Content Strategy & Execution, BMS
Jennifer Berman, VP of Marketing, Impel Pharmaceuticals
Ania Rodriguez, CEO & Founder, JourneyTrack

 

 
• Hear about how and why the Universal Patient Language capability at BMS was built
• Gain insights on how to strategize health literacy initiatives

Anna Subrizi, Director, Universal Patient Language, Bristol Myers Squibb

 

In this panel discussion, hear from customer experience and marketing leaders from outside of the pharma industry, and gain insights into their customer experience challenges, goals, lessons learned, best practices, and recommendations for pharma.

Key Topics Include:
• Adapting Cross-Industry Best Practices: Learn how successful strategies from gaming and financial services can be adapted to enhance the customer experience within pharma
• Incorporating Digital Innovations: Explore the latest digital tools and technologies that have transformed customer interactions in other industries and discuss their potential applications in the pharma landscape.
• Building Customer-Centric Cultures: Hear firsthand experiences on fostering a customer-centric mindset within organizations, promoting a culture that prioritizes the needs and expectations of the audience.
• Navigating Regulatory Challenges: Gain insights into how industries with regulations have effectively balanced compliance requirements with delivering exceptional customer experiences, offering valuable lessons for pharma

Stacey Mitsinicos, VP, Marketing, Lincoln Financial
Jen Galle, VP, Regional Marketing, Caesar's Entertainment

Some would argue that the provider is the most important customer in the pharma space. Responsible for the final decision on brand selection, the HCP is certainly crucial to the process. Therefore, when providers interact with your brand...what are they experiencing? How do they feel about the brand before, during, and after the interaction? This panel explores specific examples of HCP experience.

• Discuss the importance of the HCP experience in 2024
• How does HCP experience relate to your product / market / therapy / patient population?
• Share an example of how data, analytics and technology play a role when considering the HCP experience.

Chris Randell, Associate Product Director, Marketing, Endo
​Aleen Hosdaghian, Executive Director, Marketing, Arcutis

 
Omnichannel is now a top priority for most brand and commercial leaders. There’s a clear focus to embed omnichannel engagement, and drive differentiating, consumer-like experiences, within campaign plans and brand strategies. While organizations are at different stages of implementation, we’ve seen a common trend that progress with omnichannel has been harder, and more limited, than expected. Our panel of experts will weigh in with their unique perspectives on where the pharma industry currently stands with omnichannel transformations, the challenges related to execution, and what’s needed to be more successful in 2024 and beyond.

• What impact is omnichannel strategy having on the HCP experience?
• How have HCP and Consumer/Patient omnichannel efforts come together?
• What are some of the primary hurdles to omnichannel success?
• Have we identified any essential best practices and/or approaches to overcome those hurdles?
• What’s next? What will the HCP omnichannel experience look like in 2024 vs…2034?

Chris Weber, Head of Customer Experience, US Oncology, Takeda
Jared Shechtman, Marketing Technology Solutions, Eisai
Julia Allen, Product Marketing Director, Fresenius Medical Care

In this panel discussion, we will explore the ways AI is revolutionizing the pharma marketing landscape, providing insights and strategies for harnessing its potential. Learn how pharma marketers are using AI to identify individual customer preferences for content, channels and timing—in real-time and at scale.

Matt Balogh. Head Of Digital Marketing, Melinta Therapeutics
Corinne Yaouanq-Lyngberg, Sr. Director, NextGen Capability Enablement, Novo Nordisk 

  

Customer Experience can seem like an abstract concept. Sentiment, feelings and emotions can seem out of place in a data and evidence-driven world. But, in truth customer experience is everywhere, quietly setting the rhythms of our daily lives. In this session, we’ll dig into the hospitality experience to get a real world glimpse at how omnichannel customer experiences are integrated into our lives, how they can be the difference between good days and bad days, and how you can move your organization to take action on behalf of customers with clarity and urgency.

Wayne Simmons, Global Customer Excellence, Pfizer

In this panel discussion, we will unravel the influential role digital media, including paid media, has in shaping the HCP user experience (CX). With its expansive reach, easy accessibility, and rapid adaptability, digital media, both organic and paid, has emerged as a critical driver in CX enhancement. Our panel will delve into the strategic interplay between organic and paid media, exploring how a cohesive media strategy can elevate overall CX and drive measurable results for the bottom line. Through real-world examples drawn from the HCP marketing pros at pharmaceutical companies like yours, we will provide actionable insights for you to harness the combined power of organic and paid media to optimize CX initiatives effectively.

• Where has digital media notably enhanced the HCP user experience?
• How do organic and paid media impact the HCP user experience, and how can companies strike the right balance for maximum CX enhancement?
• Can you describe a situation where you swiftly modified a media strategy to better suit HCP needs? What were the challenges, and what were the outcomes on CX?
• What emerging media trends or platforms hold promise for enhancing the HCP user experience?
• How do you incorporate learnings from personal promotion into your NPP strategy? How to you combine these two to measure success?

Katherine Swolfs, VP, Commercial Strategy & Analytics. LEO Pharma
Ryan Dunkerley, Sr. Product Manager, Digital Marketing, Chiesi
Lori Goldberg, Chief Executive Officer, Silverlight Digital

​​​​​
Join Oksana Matviienko for an in-depth look at the transformative power of integrating advanced data analytics, tagging, and AI technologies to revolutionize customer experiences. Oksana will not only discuss the current industry trends but also provide a practical toolkit on how to uncover the true potential of AI for analyzing vast amounts of data to predict customer needs. Furthermore, Oksana will spotlight the MLR Acceleration Engine by Viseven, which can expedite the review process of marketing and communication materials, ensuring compliance while reducing time-to-market for personalized customer interactions. This session is sure to offer valuable insights into pharma marketing trends as well as tangible advice on how to adopt a data-driven, AI-enhanced approach that will ultimately lead to increased customer satisfaction, higher engagement rates, and improved business outcomes.

Oksana Matviienko, Regional Director, Viseven