12th Annual
PANAGORA
Pharma CX
Summit
Pharma CX
Summit
3.25.25 - 3.26.25
NASSAU INN, PRINCETON, NJ
PRESENTED BY:
UNLOCK THE POWER OF CX IN PHARMA!
Transform Your CX Strategy to Deliver More Engaging and Personalized Experiences at Scale for Patients and HCPs
Now in its 12th year, the PanAgora Pharma CX Summit has become the annual meeting place for life sciences customer experience and marketing leaders. Pharma CX Summit conference attendees benefit from a lively and interactive conference environment that fosters peer-to-peer interaction, collaboration, and networking.
The Pharma CX Summit 2025 conference agenda will explore how pharma CX and marketing teams are leveraging AI, data, and design to optimize customer experiences in a real and measurable way for patients and HCPs. The 2025 edition of the Pharma CX Summit will feature a HCP-focused CX Day (March 25th) and a PATIENT-focused CX Day (March 26th) with plenty of comprehensive pharma CX content throughout both days.
The Pharma CX Summit will bring together an industry-led audience with over 65% of the 175+ attendees from pharma and medical device companies. Don't miss the premier CX event in life sciences for pharma CX and marketing leaders!
The Pharma CX Summit 2025 conference agenda will explore how pharma CX and marketing teams are leveraging AI, data, and design to optimize customer experiences in a real and measurable way for patients and HCPs. The 2025 edition of the Pharma CX Summit will feature a HCP-focused CX Day (March 25th) and a PATIENT-focused CX Day (March 26th) with plenty of comprehensive pharma CX content throughout both days.
The Pharma CX Summit will bring together an industry-led audience with over 65% of the 175+ attendees from pharma and medical device companies. Don't miss the premier CX event in life sciences for pharma CX and marketing leaders!
Location
The Nassau Inn
Main Ballroom
10 Palmer Square
Princeton, NJ
Main Ballroom
10 Palmer Square
Princeton, NJ
Date & Time
March 25, 2025
HCP CX DAY
9:00am - 5:00pm EST
Reception to Follow
5:00pm - 6:00pm EST
March 26, 2025
PATIENT CX DAY
9:00am - 5:00pm EST
Reception to Follow
5:00pm - 6:00pm EST
HCP CX DAY
9:00am - 5:00pm EST
Reception to Follow
5:00pm - 6:00pm EST
March 26, 2025
PATIENT CX DAY
9:00am - 5:00pm EST
Reception to Follow
5:00pm - 6:00pm EST
Highlights From Last Year's 11th Annual Pharma CX Summit (2024)
Here's a glimpse at last year's conference, the 11th Annual PanAgora Pharma CX Summit, which took place on March 20-21, 2024 at the Nassau Inn in Princeton, NJ.
Event Stats
• 36 Expert Speakers
• 16 Captivating Sessions
• 65.3% of Audience from Pharma Companies
Speaking Faculty (2025)
Sohni Dailey
BMS
Corinne Yaouanq-Lyngberg
NOVO NORDISK
Jorge Herrera
PFIZER
Aleen Hosdaghian
ARCUTIS
Matt Balogh
Melinta Therapeutics
Dani Girardi
GILEAD SCIENCES
Sasha Giacoppo
PFIZER
Stephen Framil
MERCK
Peter Chiappano
Boehringer ingelheim
Avinash Prabhakar
GSK
Alison Tapia
DERMAVANT
Mary Lassiter
BAYER
Vai Malankar
oTSUKA
Jason Plant
Ardelyx
Noah Bryant
NOVOCURE
Amy Turnquist
HBA NORTH AMERICA
Marshall Thompson
Alnylam PHARMACEUTICALS
Sharon Streets
Adaptimmune
Joe Levenzon
LEO PHARMA
Krithika Venkataraman
ARVINAS
Geoff Chamberlain
SANOFI
Christine Duborg
HBA NORTH AMERICA
Will McMahon
Astrazeneca
Oksana Matviienko
vIseven
CONFERENCE AGENDA
(DAY ONE)
(DAY ONE)
09:10 AM
Opening Remarks
Matt Balogh. Head Of Digital Marketing, Melinta Therapeutics
09:15 AM
KEYNOTE PANEL DISCUSSION
The State of HCP Experience in Pharma
The State of HCP Experience in Pharma
When healthcare 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 in pharma:
• Discuss the state of the HCP experience in 2025: What's working? What's not?
• How are pharma marketers balancing digital and traditional HCP touchpoints?
• What metrics should pharma marketers focus on to assess the success of HCP engagement?
• Keys to collaboration across marketing, sales, med affiars, and MLR teams to deliver a cohesive HCP experience
• Share an example of how data, analytics, and technology are being leveraged to improve HCP experiences
• Discuss the state of the HCP experience in 2025: What's working? What's not?
• How are pharma marketers balancing digital and traditional HCP touchpoints?
• What metrics should pharma marketers focus on to assess the success of HCP engagement?
• Keys to collaboration across marketing, sales, med affiars, and MLR teams to deliver a cohesive HCP experience
• Share an example of how data, analytics, and technology are being leveraged to improve HCP experiences
Aleen Hosdaghian, Executive Director, Marketing, Arcutis
Krithika Venkataraman, Director, US Marketing, Arvinas09:45 AM
How to Improve the Experience and Create Value for Visitors Interacting with Your Brand’s Digital Properties
Chase Feiger, MD, Founder, Ostro
10:10 AM
OMNICHANNEL PANEL DISCUSSION
Tools & Technologies Driving Omnichannel HCP Strategies
Tools & Technologies Driving Omnichannel HCP Strategies
• How can an effective omnichannel strategy elevate the HCP experience?
• What are some of the primary hurdles to omnichannel success with an HCP audience?
• How are AI and other technologies being leveraged to provide tailored, relevant content for HCPs?
• Can you share an example of how a digital tool/technology has improved the HCP experience?
• What’s next? What will the HCP omnichannel experience of the future look like?
Avinash Prabhakar, Director, HCP Marketing, GSK
Vai Malankar, Director, Omnichannel Business Partner, Otsuka
10:40 AM
Networking Break
11:10 AM
Exploring AI in Healthcare: A New Era for Pharma and HCPs
Jorge Herrera, Global HCP & Patient CX Lead, Pfizer
11:35 AM
Revolutionizing Customer Experience: How to Unleash the Power of Data, Tagging, and AI for Transformative Customer Interactions.
Oksana Matviienko, Head of Regional Growth, Viseven
12:00 PM
AI PANEL DISCUSSION
Keys to Implementing AI to Improve the HCP Experience
Keys to Implementing AI to Improve the HCP Experience
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.
Panelists TBA
12:30 PM
Networking Lunch
01:30 PM
CASE STUDY
Develop Effective Marketing Content to Build, Cultivate and Optimize HCP Relationships that Drive New Patients Engagement with HCPs
Develop Effective Marketing Content to Build, Cultivate and Optimize HCP Relationships that Drive New Patients Engagement with HCPs
• Learn how the marketing content impacts the outcome and affects the perception of the HCPs and what could you do to change that
• Elevate the content presented to HCPs to build invested relationships that are valuable for them and their patients
• Collect feedback from HCPs and your sales peers on what is working and what needs to change to make your product stand out
Jason Plant, Director, National Accounts, Ardelyx
01:55 PM
Keys to Driving HCP Personalization at Scale
Speaker TBA, ODAIA
02:20 PM
FIELD FORCE PANEL DISCUSSION
Optimizing Field Force Capabilities to Drive CX
Optimizing Field Force Capabilities to Drive CX
The relationship between pharma and healthcare providers is evolving. Field teams are at the forefront of these interactions, playing a key role in shaping how HCPs perceive and engage with pharma brands. This panel will explore how pharma marketers can equip field force teams with the right tools, training, and support to deliver superior HCP experiences at scale.
• How are field teams integrating AI, digital tools, and analytics to optimize interactions with HCPs?
• How are field teams personalizing engagement strategies based on evolving HCP preferences and behaviors?
• How are you using feedback from the field to improve your HCP engagement strategy?
• Can you share examples of field force initiatives that have improved CX?
Corinne Yaouanq-Lyngberg, Sr. Director, NextGen Customer Engagement & Enablement Lead, Novo Nordisk
Geoff Chamberlain, Director Omnichannel Enablement, Sanofi
02:50 PM
Networking Break
03:20 PM
CASE STUDY
Enhancing Social Media Campaigns Utilizing Generative AI Imagery
Enhancing Social Media Campaigns Utilizing Generative AI Imagery
• Keeping patient interests, including privacy and digital footprints, at the center of Gen AI usage
• Navigating the Medical, Legal, and Regulatory considerations to fast-track an approval of AI content
• Assessing the financial impact of incorporating GenAI into marketing campaigns
Marshall Thompson, Senior Manager, Digital Marketing – US Rare Disease, Alnylam
03:45 PM
Omnichannel to Generative AI - Optimization of CX in Pharma
Speaker TBA
04:10 PM
MEDIA PANEL DISCUSSION
The Role of Digital Media in Shaping the HCP User Experience
The Role of Digital Media in Shaping the HCP User Experience
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?
• 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?
Panelists TBA
04:40 PM
Day One Networking Reception & Happy Hour
CONFERENCE AGENDA (DAY TWO)
09:10 AM
Opening Remarks
Dani Girardi, Senior Therapeutic Specialist, Oncology, Gilead Sciences
09:15 AM
KEYNOTE PANEL DISCUSSION
The State of Patient Experience in Pharma
The State of Patient Experience in Pharma
• As an industry, how are we doing in terms of CX for patients? What's working? What's not?
• How are AI and other technologies transforming the way pharma engages with patients?
• What are the keys to balancing technology and patient-centricity?
• What are some initiatives, campaigns, techniques or technologies that are improving consumer experiences?
• What metrics are most valuable to assess the effectiveness of patient experience initiatives?
• How do we push further to include patient experience and patient voice into all aspects of pharma?
Sharon H. Streets, BSN, RN, Director of Treatment Operations, Adaptimmune
Alison Tapia, Sr. Director, Performance Marketing & Digital Innovation, Dermavant
09:45 AM
The 3Ts (Transparency, Timeliness, and Trust) of Closing the Experience Gaps For Customers and Colleagues
Richard Schwartz, Principal, Life Sciences Head, Qualtrics
10:10 AM
Driving Innovation and Patient-Centric Design: Shaping the Future of Healthcare Experiences
Sasha Giacoppo, Head of CX Design, Experience Innovation Team Lead, Pfizer
10:35 AM
Networking Break
11:10 AM
Keynote Presentation
Keynote Speaker TBA
11:35 AM
Taking the Leap: Building Patient-First Communities on Social Media
Creating vibrant and authentic social media communities has historically been difficult in the pharmaceutical and medical device industries. However, with the rise of new tools, platforms, and the continued rise of personalized user experiences, there has never been a better time for brands to build on social media. In this presentation, we will go through the strategies and learnings you need to know to build your brand on social in 2024.
Noah Bryant, Social Media and Digital Marketing, US, Novocure
12:00 PM
ADVOCACY PANEL DISCUSSION
Joining Forces:
Working with Patient Advocates & Advocacy Groups to Improve Patient Experiences
Joining Forces:
Working with Patient Advocates & Advocacy Groups to Improve Patient Experiences
• What are the biggest obstacles for pharma to partnering with patient advocates and advocacy groups?
• What are the keys to building trust and mutual understanding with patient advocates and advocacy groups?
• Examples of advocacy partnerships and how they contribute to better patient experiences
• How big of a role does technology play in patient advocacy?
Dani Girardi, Senior Therapeutic Specialist, Oncology, Gilead Sciences
Additional Panelists TBA
12:30 PM
Networking Lunch
01:30 PM
CONTENT PANEL DISCUSSION
Creating Patient-Centric Content
Creating Patient-Centric Content
• What role does content play in consumer marketing, and how do you ensure it meets the needs of patients?
• How are AI and data transforming content creation for pharma marketers?
• Benefits of Modular Content: Learning how to launch, create and experiment with modular content
• What metrics matter most to evaluate the effectiveness of consumer marketing efforts?
Mary Lassiter, Digital Marketing Capability Lead, Bayer
Will McMahon, Director, Omnichannel Strategy, AstraZeneca
02:00 PM
Breaking Barriers: Leveraging Digital to Empower Patients + Physicians Towards Shared Decision-Making
Speaker TBA
02:25 PM
PATIENT INSIGHTS PANEL DISCUSSION
Optimizing Analytics to Generate Meaningful Patient Insights that Improve CX
Optimizing Analytics to Generate Meaningful Patient Insights that Improve CX
• How can pharma more effectively collect and analyze insights to understand patient behaviors and needs?
• How are these insights being used to develop more relevant and engaging products and services?
• How can pharma ensure that patient insights are seamlessly integrated across touchpoints in real-time?
• How can stakeholder collaboration drive innovation in how patient insights are generated and used to enhance the overall patient journey and experience?
Joe Levenzon, Associate Director, Patient Analytics, LEO Pharma
Peter Chiappano, Sr. AD, Patient Excellence Digital Innovation Strategy & Solutions, Boehringer Ingelheim
02:55 PM
Networking Break
03:25 PM
Why Digital Accessibility is Critical to the Patient & Customer Experience
With the post-pandemic rise of the digital patient, the expectations for a seamless omnichannel customer experience continue to accelerate. Consumer market driven adoption of wearables, smartphone apps, and social media-based disease support groups have started to alter what patients expect from the health care industry. Given that many patients have comorbidities and disabilities, digital accessibility standards are critical for inclusivity and providing equal access to the digital content – whether it be clinical trial e-diaries, vaccination scheduling applications, digital health solutions and personalized drug delivery systems, or informational disease awareness websites. Explore the WHY, WHAT, and HOW digital accessibility is critical to the patient and customer experience:
• WHY: disability inclusion in health equity
• WHAT: digital patient ecosystem
• HOW: inclusive design standards
Stephen Framil, Director, Corporate Global Head of Accessibility, Merck
03:50 PM
Communicating with Patients about Complex Topics
Speaker TBA
04:15 PM
OUTSIDE INDUSTRY PANEL DISCUSSION
New Perspectives: Insights from Outside Industry CXperts
New Perspectives: Insights from Outside Industry CXperts
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.
Speakers TBA
04:45 PM
Day Two Networking Reception & Happy Hour
Sponsors & Exhibitors
Media Partners
Don't Miss the 12th Annual Pharma CX Summit!
The Premier Customer Experience Conference for the Life Sciences Industry
Stay in Princeton
Pharma CX Summit Venue & Room Block
The 12th Annual PanAgora Pharma CX Summit will take place at the historic Nassau Inn in downtown Princeton, New Jersey. A spacious, stylish hotel awash in boutique comfort and sophistication with historic charm, contemporary comfort, and chic sophistication. The very best of Princeton.
The Pharma CX Summit has a room block at the Nassau Inn for the nights of March 24th and March 25th. To reserve a room at the discounted room block rate ($219/night plus tax), please use this link: Pharma CX Summit 2025 Room Block. The room block will be available to book until March 3, 2025.
The Pharma CX Summit has a room block at the Nassau Inn for the nights of March 24th and March 25th. To reserve a room at the discounted room block rate ($219/night plus tax), please use this link: Pharma CX Summit 2025 Room Block. The room block will be available to book until March 3, 2025.
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