Design and DELIVER Better Customer Experiences for Patients, payers, and PROVIDERS

Now in its 10th year, the Pharma CX Summit will bring together 175 of the leading customer experience experts in pharma to explore how pharma marketers and brands are leveraging technology, data, and design thinking to drive customer engagement and outcomes in a real and measurable way.

New this year at the Pharma CX Summit - HCP CX Day and Patient CX Day. Content on the first day of the conference (March 22) will be focused on the HCP experience and the second day of the event (March 23) will be focused on the Patient experience, with plenty of overlapping pharma CX content throughout.

This year's agenda will cover the latest pharma CX case studies and insights led by an expert speaking faculty. Our goal is to leave attendees with actionable insights, takeaways, and networking connections that will help you tackle your customer experience challenges.

Pharma CX Summit attendees benefit from a lively and interactive conference environment that fosters peer-to-peer interaction, collaboration, and networking.

Don't miss this special 10 year anniversary edition of the Pharma CX Summit!
 

Location
The Nassau Inn
10 Palmer Square
Princeton, NJ
Date & Time
March 22, 2023
HCP CX DAY
9:00am - 5:00pm EST
Reception to Follow

March 23, 2023
PATIENT CX DAY
9:00am - 5:00pm EST
Reception to Follow
Presented By
Highlights from the last Pharma CX series event in November 2022
Here's a glimpse of our most recent conference, the 5th Annual Pharma CX Tech Summit, which took place on November 15, 2022 at the Nassau Inn in Princeton, NJ.

Event Stats
 
• 33 Expert Speakers
• 15 Captivating Sessions
• 113 Conference Attendees
• 71.8% of Audience from Pharma Industry


Watch on Vimeo
Pharma CX Summit 2023
Event Scope & Prospectus
NEW FOR 2023!


New this year at the Pharma CX Summit, we will have one day of the conference dedicated to the HCP Experience (March 22) and the other day dedicated to the Patient Experience (March 23). Additionally, both days will have plenty of overlap materials around topics relevant to all pharma marketing and CX professionals alike!



Pharma CX Faculty (2023)

Bryan Zembrowski
REGENERON
Jaclyn van Deuren
EISAI
Sabine Bejori
MERCK
Karen Root
BoEHRINGER INGELHEIM
Tim Glennon
VERU
 Erin Russell
CURIO DIGITAL THERAPEUTICS
Matthew Smith
IQVIA
Sean McCormick
MERCk
Annie Foster
META
Richard Schwartz
MEDALLIA
Amy Turnquist
HBA
Craig Hood
ASTRAZENECA
Vanita Patel
RELIEF THERAPEUTICS
Anne Subrizi
BMS
Caitlin Steel
AKTANA
Mahesh Kolar
LEO PHARMA
Alison Tapia
 DERMAVANT
Anton Yarovoy
 NOVARTIS
Joyce Ercolino
HARMONY BIOSCIENCES
Bill Veltre
BMS
Lori Hancock
 MERCK
Chrissy Buckley
 Endo
Rob Britting
Teva
Shawnee Brown
BMS
Lars Merk
 ASTRAZENECA
Geoff Chamberlin
 Sanofi
Wayne Simmons
BaYER
Dayna Sracic
ENDO
Rebecca Lamboy
 BMS
Sahab Aslam
 myriad GENETICS
Chris Franklin
BaYER
Michael Kirzhner
ABBVIE
Bryant Powell
 BMS
Mariah Blevins
 GSK
Archita Bensali
TEVA
Dan Wagner
SPARK THERAPEUTICS
CONFERENCE AGENDA
09:00 AM
Co-Hosts Opening Remarks

Seth Painter, Director, National AccountsPopulus Media
Co-Host TBA

09:10 AM
PANEL: HCP CX Best Practices - What's Working? What's Not?

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-after the interaction? This panel explores specific examples of HCP experience.

• Discuss the importance of the HCP experience in 2023
• How does HCP experience relate to your product / market / therapy / patient population? Why does that matter (or not)?
• Share an example of how an HCP experience has affected your market
• Share an example of how data, analytics and technology play a role when considering the HCP experience.

Bryan Zembrowski, Director, Dermatology Marketing, Regeneron
Joyce Ercolino, Director, Digital Excellence, Harmony Biosciences
Anton Yarovoy, Director, Precision Medicine, US Oncology,
Novartis

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 Omnichannel Gap - Aspiration vs. Reality

Omnichannel is the hot topic of the day in the pharma industry, but where does the industry actually stand in implementing omnichannel strategies?

• What are the top hurdles to omnichannel success?
• What are essential best practices and approaches to overcome those hurdles?

Mike Edwards, Executive Director, Marketing Strategy, Novartis
Caitlin Steel, Vice President, Product Management, Aktana
Geoff Chamberlain, Associate Director, Channel Activation and Integration, Sanofi
Lars Merk, Sr. Director Global Commercial Digital & Innovation,
 AstraZeneca

10:35 AM
Networking Break


11:05 AM
PANEL: From the Horse's Mouth - The HCP Perspective

Hear from a panel of HCPs about their experiences with pharma brands - both positive and negative - and their recommendations for how pharma marketers can better serve the HCP audience. Learn where gaps lie between pharma and HCPs, and what can be done through content, data, and technology to close the gap.

Panelists TBA

11:35 AM
Presentation TBA

Speaker TBA

12:00 PM
PANEL:  HCP Experience + KPI + ROI

One of the most challenging aspects of customer experience is quantifying the effects that specific initiatives have with the audience. This panel will examine different methods of creating metrics and actionable insights from HCP experience programs.

• What types of metrics can currently be collected to evaluate HCP Experience? How useful are they? Or not?
• Examples of programs, measurement tools, or strategies that yield HCP experience metrics, and their overall impact.
• If you could measure anything....what is one metric that you would like to have?
• What are the inherent challenges in demonstrating ROI? How can we overcome them, or at least do better, in quantifying them?

Karen Root, Director, Experience Strategy, Boehringer Ingelheim
Eileen Nolan, Associate Director, EHR Marketing Strategy and Execution, Novo Nordisk

12:30 PM
Networking Lunch


01:30 PM
PANEL:  Innovations in Media Strategy and Planning

Media, specifically digital media, is one of the key driver of CX. It has reach, its easily accessed, and can be modified more quickly than traditional tactics. What role does media strategy play in the overall customer experience? How can brands harness its power to deliver results for both CX and the bottom line? This panel explores these ideas with real-world examples from the media space.

• How can media affect customer experiences
• Share specific examples of how media improved (or detracted) from CX...? Or how an approach to media was altered to accommodate CX. What happened?
• Media is ever-evolving. What are some media platforms that still remain useful despite being in-market for many years? What new things are exciting on the media front?
• Measurement & media go hand-in-hand. How does data contribute to a brand's understanding of its effect on CX?

Lori Hancock, Director Multi-Channel Integration Team, Oncology, Merck
Bryant Powell, Associate Director, WW Commercialization Operations, BMS
Alex Lund, Associate Director, HCP Media, Eli Lilly

2:00 PM
Presentation TBA

Speaker TBA

02:25 PM
Panel: DTx + CX

Customer experience can generally be defined as 'how a customer feels when they interact with you brand'. This description is usually reserved for areas such as marketing, digital touch points and support services. However, technology is impacting the actual treatment of disease, with practical tech-enabled solutions. In this panel, three innovators will share their perspective on how technology is impacting the patient & provider in the areas of diagnosis, treatment and maintenance of chronic health conditions.

• With a focus on your therapeutic area, discuss the importance of “experience” during the operational aspects of disease management.
• What are some of the barriers or challenges that tech-enabled therapies face?
• In a broad sense, what have been the positive outcomes of collaborations between healthcare & technology?
• What does the future hold: In 1 year? 5 years? 50 years?

Tanya Hughes, Director, DTx Market Access, Orexo
Archita Bhansali, Chief Digital Health Sales, Teva
Daniel Wagner, Chief Commercial Officer,
Spark Biomedical
Erin Russell, Chief Operating Officer, Curio Digital Therapeutics

02:55 PM
Networking Break


03:20 PM
New for 2023:  The Parade of Insights!

The Parade of Insights will feature 10 pharma experts, each presenting one slide for one minute, to share a CX best practice, insight, tip or trick as it relates to the pharma / HCP experience.

Nick Ferrera, Executive Director, Marketing, Endo
Craig Hood, Manager, Channel Excellence, AstraZeneca
Ryan Rosenberg, Director, Omnichannel Engagement Capabilities, Sanofi
Jared Shechtman, Marketing Technology Solutions, Eisai
Bill Veltre, Director, Omnichannel Experience, Strategy & Planning,
 BMS

03:40 PM
Mr. Potato Head:  Delivering Omnichannel Strategies with Modular Content

Mary Lassiter, Digital Platforms Operations Lead, Bayer

04:05 PM
Panel:  Data, Data Everywhere
 
We need not question the importance or the availability of data in the marketing world. But, let's take this to another level. Innovative ways to leverage data in marketing & CX.

Sahab Aslam, Head of Enterprise Data Science & AI, Myriad Genetics
Chris Franklin, Director Data Governance & Data Acquisition, Alkermes
Michael Kirzhner, Associate Director, Brand Technology, Immunology,
Abbvie

04:35 PM
Pharma CX: 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

05:00 PM
Networking Reception / Happy Hour

CONFERENCE AGENDA
09:00 AM
Co-Hosts Opening Remarks

Seth Painter, Director, National AccountsPopulus Media
Co-Host TBA

09:10 AM
PANEL: Patient CX Best Practices - What's Working? What's Not?

• Discuss the importance of the patient experience in 2023
• How does patient experience relate to your product / market / therapy area? Why does that matter (or not)?
• 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

Sabine Bejori, Global Director, Digital Innovation and Customer Experience, Merck
Chrissy Buckley, Sr. Manager, Digital Consumer Marketing, Endo
Shawn Davis, Channel Access Strategy Lead, Almirall

09:40 AM
The Next Era of Brand Building: Multidimensional Storytelling

Hear from Meta creative leadership on what accelerated consumer expectations and heightened connectivity mean for your brand. Leave empowered and clear on how to add depth to your storytelling and build unforgettable experiences.

Annie Foster, Creative Strategy Lead, Health, Meta

10:05 AM
PANEL:  Responding to the Voice of the Customer 

• Keys to improve listening to patients at every stage of their journey
• Anticipating needs and collaborating with patients to co-create better products and experiences together.
• Collecting data to support key business decisions and determine what is resonating with your audience

Patricia Davidson, Global Director, Voice of Customer, Novartis
Mariah Blevins, Patient Experience Manager, Customer Experience & Digital Innovation, GSK
Anna Subrizi, Associate Director, Universal Patient Language, BMS


10:35 AM
Networking Break


11:05 AM
PANEL: From the Horse's Mouth - The Patient Perspective

Hear from a panel of patients and patient advocates about their experiences with pharma brands - both positive and negative - and their recommendations for how pharma marketers can better serve patients. Learn where the biggest gaps lie between pharma and patients, and what can be done through content, data, and technology to close the gap.

Panelists TBA

11:35 AM
Presentation TBA

Speaker TBA

12:00 PM
PANEL:  Patient Experience + KPI + ROI

One of the most challenging aspects of customer experience is quantifying the effects that specific initiatives have with the audience. This panel will examine different methods of creating metrics and actionable insights from HCP experience programs.

• What types of metrics can currently be collected to evaluate patient experience? How useful are they? Or not?
• Examples of programs, measurement tools, or strategies that yield patient experience metrics, and overall impact.
• If you could measure anything....what is one metric that you would like to have?
• What are the inherent challenges in demonstrating ROI? How can we overcome them, or at least do better, in quantifying them?

Rob Britting, Senior Director, US Respiratory Marketing, Teva
Dayna Sracic, Commercial Operations Leadership Team, Chief of Staff, Endo
Sean McCormick, Associate Director, Business Unit Digital Lead, Vaccines,
Merck

12:30 PM
Networking Lunch


01:30 PM
New for 2023: The Parade of Insights!

The Parade of Insights will feature 10 pharma experts, each presenting one slide for one minute, to share a CX best practice, insight, tip or trick as it relates to the pharma / patient experience.

Beerju Patel, Product Director, Digital Marketing, Oncology, Janssen
Susan Harris, Sr. Director, Obesity Management, Novo Nordisk
Mahesh Kolar, Sr. Director, Commercial Operations, LEO Pharma
Emily Santasprit, Senior Product Manager, Agile Therapeutics
Lydia Dengel, Former Director, Special Projects Lead, Pfizer
Vijay Iyengar, Sr. Director, Sales and Marketing Strategic Solutions, Eisai

1:45 PM
Embedding a Customer Mindset in Your Organization

• 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

2:05 PM
Presentation TBA

Speaker TBA

02:30 PM
PANEL: (Omni + AI + NBA + ChatGPT) = CX

The vision of an omnichannel strategy is to optimize experience with the customer at the center. Omnichannel seeks to figure out what motivates the individual and then tailor the experience to meet those needs. AI, machine learning and predictive analytics are making this a reality. The concept of “Next Best Action” is also growing in prominence as it builds on the work of AI. Our panel examines the state of affairs in these areas and discusses their application and benefit.

• With regard to your therapeutic area, what does omnichannel mean to you?
• With a myriad of applications, how are you leveraging AI?
• What does Next Best Action mean to you and your customers?
• What are your thoughts on the necessity of NBA in the overall customer journey?

Alison Tapia, Sr. Director, Performance Marketing & Digital Innovarion, Dermavant Sciences
Vanita Patel, Associate Director, US Marketing, Relief Therapeutics
Jaclyn van Dueren, Associate Director, Digital Marketing, Neurology, Eisai

03:00 PM
Networking Break


03:30 PM
PANEL:  Social Media + CX in Pharma
 
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 panels explores innovations in social media and the state of social media in 2023 and beyond.

• What’s the state of social with regards to commercial pharma? What' hot? What’s not? Discuss the “traditional” social media channels and their current impact.
• Discuss Influencers and the role the 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?

Stephanie Garrison, Head, Digital Marketing, Idorsia
Shawnee Brown, Associate Director, Social Media & Influencer Engagement Capabilities, BMS
Rebecca Lamboy, Associate Director, WW Omnichannel Capabilities, Social Media Lead, BMS

04:00 PM
Listening at Scale to Build a Patient-Centric Experience   

This session will specify innovative interventions you can utilize along the patient CX journey to help your future customers become current customers. Learn how to uncover your future customers and unlock hidden growth.

Patrick Howie, Founder and CEO, MediFind

04:30 PM
PANEL:  Telehealth & Other Technologies Improving the Patient Experience
 
• Discuss the role of technology in the overall pharma / patient experience
• When considering patient experience technologies, what has changed in the past 12 months?
• Which technologies have the most promise to improve future patient experiences?

Tim Glennon, Executive Vice President, Sales and Marketing, Veru
Mark Smith, Executive Director, Dermatology Marketing, Ortho Dermatologics

05:00 PM
Networking Reception / Happy Hour

SPONSOR & EXHIBITION OPPORTUNITIES
Sponsors & Exhibitors
Media Partners
Venue & Room Block
This year's Pharma CX Summit will take place at the historic Nassau Inn in downtown Princeton. A spacious, stylish hotel awash in boutique comfort and sophistication with historic charm, contemporary comfort, chic sophistication. The very best of Princeton.

The Pharma CX Summit has a room block at the Nassau Inn for the nights of March 21st and 22nd. To reserve a room at the discounted room block rate ($219 / night plus tax), please call the Nassau Inn (609-921-7500) and reference the Pharma CX Summit Room Block, or you can make your reservation online here: PCX23 Room Block

The room block will close on February 28th.

We anticipate the room block selling out again this year, so we encourage you to make your reservation as soon as possible.
 Don't Miss the Pharma CX Summit 2023!

The Premier Customer Experience Conference for the Life Sciences Industry

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