UNLOCK THE POWER OF CX IN PHARMA

Transform Your CX Strategy to Deliver More Engaging and Personalized Expreiences at Scale for Patients and HCPs

Now in its 11th year, the PanAgora Pharma CX Summit will once again bring together the customer experience leaders of pharma to explore how pharma CX and marketing teams are leveraging technology, data, and design to optimize customer experiences in a real and measurable way.

The 2024 edition of the Pharma CX Summit is broken down into a PATIENT-focused CX Day (March 20th) and a HCP-focused CX Day (March 21st), with plenty of comprehensive pharma CX content throughout both days. Our goal at the Pharma CX Summit is to leave attendees with actionable insights, takeaways, and networking connections to help you tackle your pharma customer experience challenges, regardless of where you are on your CX journey.

Attendees of the Pharma CX Summit benefit from a lively and interactive conference environment that fosters peer-to-peer interaction, collaboration, and networking with over 65% of our 175+ attendees from pharma and med device companies.

Don't miss the premier CX event in life sciences for pharma CX and marketing leaders!
 

Location
The Nassau Inn
10 Palmer Square
Princeton, NJ
Date & Time
March 20, 2024
PATIENT CX DAY
9:00am - 5:00pm EST
Happy Hour to Follow

March 21, 2024
HCP CX DAY
9:00am - 5:00pm EST
Happy Hour to Follow
Presented By
Highlights From Last Year's 10th Annual Pharma CX Summit

Here's a glimpse at last year's conference, the 10th Annual PanAgora Pharma CX Summit, which took place on March 22-23, 2023 at the Nassau Inn in Princeton, NJ.

Event Stats
 
• 36 Expert Speakers
• 16 Captivating Sessions
• 173 Registered Attendees
• 64.8% of Audience from Pharma Companies!


Highlight Reel
Pharma CX Summit 2024

Co-Hosts
Seth Painter

OSTRO

Matt Balogh

MELINTA THERAPEUTICS

Dayna Sracic

ENDO

Speaking Faculty

Priscilla Tavener

COOPERSURGICAL

Sydney Crowley

CENCORA

Corinne Yaouanq Lyngberg

NOVO NORDISK

Shetal Vyas

FERRING

Angelica Aguirre

NOVARTIS

Will McMahon

ASTRAZENECA

Catherine Swolfs

LEO PHARMA

John Cairns

TAKEDA

Scott Bradley

NOVARTIS

Sharon Streets

Adaptimmune

Jay Erickson

MODUS

Sarmad Salim

OTSUKA

Nakul Vyas

ARCUTIS

Jorge Herrera

PFIZER

Kevin Hsieh

GENENTECH

Sohni Dailey

BRISTOL MYERS SQUIBB

Chris Randell

ENDO

Anton Yarovoy

(FMR) NOVARTIS

Wayne Simmons

PFIZER

Chase Feiger

OSTRO

Sunny Yarrish

MYRIAD GENETICS

Anna Subrizi

BRISTOL MYERS SQUIBB

Noah Brown

NOVOCURE

Richard Schwartz

QUALTRICS

Jared Shechtman

EISAI

Matthew Doyle

IQVIA

Matthew Smith

IQVIA

Shawnee Brown

BRISTOL MYERS SQUIBB


Christine Pillard

ENDO

Lori Goldberg

SiLverlight digital

Aleen Hosdaghian

ARCUTIS

Joe Falcone

BRISTOL MYERS SQUIBB


Margaux Boyaval

(FMR) TEVA

Brandi Ascione

UNDERSCORE MARKETING

Danielle Hay

OSTRO

Ania Rodriguez

JOURNEYTRACK
Alfred O'Neill

PATIENT & AUTHOR

Chris Tuleya

UNDERSCORE MARKETING

Jennifer Butler

PLEIO

Oksana Matviienko

VISEVEN

Outside-Industry CX Perspectives
Stacey Mitsinicos

LINCOLN FINANCIAL

Jennifer Galle

CAESAR'S ENTERTAINMENT

Event Scope & Sponsor Prospectus 
CONFERENCE AGENDA 
(DAY ONE)
09:00 AM
Co-Hosts Opening Remarks

Seth Painter, Director, Strategic Partnerships, Ostro
Dayna Sracic, Executive Director, Consumer Marketing, Endo



09:10 AM
PANEL DISCUSSION

Patient CX Best Practices - What's Working? What's Not?

• 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. StreetsBSN, RN, Director of Treatment Operations, Adaptimmune
Beth Wilson, Executive Director of Marketing, TG Therapeutics


09:40 AM
CASE STUDY

The Road to Success: How to implement a winning strategy

Ostro is thrilled to be presenting alongside CooperSurgical to discuss how they are leveraging new AI-powered technology to provide HCPs with safe, seamless, and quick access to approved resources. By implementing an AI-enabled user experience, CooperSurgical is able to expand its reach and influence beyond its personalized patient education solution.

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


10:00 AM
Patients are the New Besties of Pharmaceutical Companies and Influencers of Treatment

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


10:20 AM
CASE STUDY

Optimizing Patient Needs in the Tech Experience


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


10:45 AM
Networking Break

​Hosted by:



11:15 AM
The 3Ts (Transparency, Timeliness, and Trust) of Closing the Experience Gaps For Customers and Colleagues

Sydney Crowley, Sr. Director, Global Experience Management Operations, Cencora - World Courier
Richard Schwartz, Principal, Life Sciences Head, Qualtrics


11:40 AM
CASE STUDY

Digital Accessibility in Global Pharma

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 (DE&I). 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


12:00 PM
PANEL DISCUSSION

Hype vs. Hope: The Anti-Obesity Revolution Has Arrived. But Is It a Whole New Game of Patient Support?

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


12:30 PM
Networking Lunch

Hosted by:



01:30 PM
WORKSHOP

Responding to the Voice of the Customer 
 
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 transportation experience to get a real world glimpse at how omnichannel customer experiences are integrated into our lives and how they can be the difference between good days and bad days.

Wayne Simmons, CCXP, Global Customer Experience Management Lead, Pfizer


2:10 PM
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


02:30 PM
PANEL DISCUSSION

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 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
Stephanie Garrison, (Former) Head of Digital, US, Idorsia
Shawnee Brown, Associate Director, Social Media & Influencer Engagement Capabilities, BMS


03:00 PM
Networking Break

Hosted by:



03:45 PM
PANEL DISCUSSION

The Omnichannel Patient Experience

 
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, Director, Modular Content Strategy & Execution, BMS
Jennifer Berman, VP of Marketing, Impel Pharmaceuticals
Ania Rodriguez, CEO & Founder,
JourneyTrack

 
04:15 PM
CASE STUDY

Communicating with Patients about Complex Topics: Universal Patient Language
 
• 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

 
04:35 PM
PANEL DISCUSSION

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.

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


05:00 PM
Day One Networking Reception & Happy Hour

CONFERENCE AGENDA 
(DAY TWO)
09:15 AM
Co-Hosts Opening Remarks

Seth Painter, Director, Strategic Partnerships, Ostro
Matt Balogh. Head Of Digital Marketing, Melinta Therapeutics


09:20 AM
PANEL DISCUSSION

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, 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.

Angelica Aguirre, Director, Integrated Experience Planning, Novartis
Chris Randell, Associate Product Director, Marketing, Endo
Aleen Hosdaghian, Executive Director, Marketing, Arcutis


09:50 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
PANEL DISCUSSION

I Thought You’d Be Taller – Confronting Aspirations vs. the Realities of your Omnichannel Strategy
 
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?

John Cairns, VP, Customer Experience and Insights, US Oncology, Takeda
Jared Shechtman, Marketing Technology Solutions, Eisai
Julia Allen, Product Marketing Manager, Fresenius Medical Care
Matthew Smith, Sr. Principal, New Commercial Models & Digital Health, IQVIA


10:40 AM
Networking Break

​Hosted by:



11:10 AM
CASE STUDY

Digital DTC: Two Stories from the Next Frontier of Engagement

The patterns of how Pharma companies engage with customers are changing rapidly. The confluence of modern digital technology and the consumerization of healthcare is driving more direct and value-added relationships with customers including patients and healthcare providers. Scott Bradley from Novartis and Jay Erickson from Modus will share two recent real-world case studies from the front lines. The first is the journey that Novartis has been on to build out a modern, cloud-based, enterprise-wide Patient Support Services and CRM function. The second is how healthcare provider CX became the critical element for the success of a strategically important new therapy, which, due to an extremely short shelf-life of only 3-5 days, requires a modern DTC delivery process. They will tease out the lessons learned, the challenges, and what common ingredients made these initiatives successful.

Scott Bradley, VP of Patient Services Platform Strategy, Novartis
Jay Erickson, Partner, Chief Innovation Officer, Modus Agency


11:35 AM
Exploring AI in Healthcare: A New Era for Pharma and HCPs

Jorge Herrera, Global HCP & Patient CX Lead, Pfizer


12:00 PM
PANEL DISCUSSION

Implementing AI to Enhance 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.

Matt Balogh. Head Of Digital Marketing, Melinta Therapeutics
Corinne Yaouanq-Lyngberg, Sr. Director, NextGen Capability Enablement, Novo Nordisk 
Jorge Herrera, Global HCP & Patient CX Lead, Pfizer

  
12:30 PM
Networking Lunch

Hosted by:



01:30 PM
PANEL DISCUSSION

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.

• We have seen social audio, specifically podcasting, grow tremendously over the last few years. How has your organization been able to find your place in this every evolving medium with a CX lens in mindset?
• 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?

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


2:00 PM
Revolutionizing Customer Experience: How to Unleash the Power of Data, Tagging, and AI for Transformative Customer Interactions.
​​​​​
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


02:25 PM
PANEL DISCUSSION

Field Force + CX 

• What is the role of the field force in customer experience?
• How can pharma best leverage the field force to improve the HCP experience, and also the patient experience?
• What are some things you should not do with the field force?
• What are some specific examples of field force initiatives that have improved overall CX?

Sohni Dailey, Sr. Director, Field and Content Platform Strategy, Bristol Myers Squibb
Christine Pillard, Associate Director, Digital Enablement, Endo
Sarmad Salim, Head of Marketing Technology, Otsuka
Chris Tuleya, EVP & Managing Director, Underscore Marketing



02:55 PM
Networking Break

Hosted by:



03:25 PM
Omnichannel to Generative AI - Optimization of CX in Pharma

Shetal Vyas, Vice President, GM, Uro-Oncology, Ferring Pharmaceuticals


03:45 PM
Breaking Barriers: Leveraging Digital to Empower Patients + Physicians Towards Shared Decision-Making

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?
 
Sunny Yarrish, Director of Marketing, Digital & Omnichannel Strategy, Myriad Genetics


04:10 PM
The Wizard of CX

As we build out omnichannel strategies, we strive to strike the right customer experience story for the HCPs involved. But the journey of customization is riddled with the different needs of everyone on that journey. In this session, we’ll follow the yellow brick road of HCP stakeholder experience, their needs, and how to personalize and improve engagement for each person on their journey.

Anton Yarovoy, (Former) Director, Precision Medicine, Novartis


04:30 PM
Day Two Networking Reception & Happy Hour


Hosted by:

Sponsorship & Exhibition Opportunities
Sponsors & Exhibitors
Media Partners
Stay in Princeton
Pharma CX Summit Venue & Room Block
The 11th 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 19th and March 20th. To reserve a room at the discounted room block rate ($219/night plus tax), please call the Nassau Inn (609-921-7500) and mention the Pharma CX Summit Room Block, or use this link: Pharma CX Summit Room Block. The room block will be available to book until February 27, 2024. 

(Update: 2/28) The room block has now closed for the Pharma CX Summit 2024. Please contact the hotel directly to see if there are additional rooms available.
 Don't Miss the 11th Annual Pharma CX Summit!

The Premier Customer Experience Conference for the Life Sciences Industry

Processing Registration...