UNLOCK THE POWER OF CX IN PHARMA!
Transform Your CX Strategy to Deliver More Engaging and Authentic Experiences at Scale for Patients and HCPs

Now in its 13th 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 2026 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 2026 edition of the Pharma CX Summit will feature a HCP-focused CX Day (March 24th) and a PATIENT-focused CX Day (March 25th) with plenty of comprehensive pharma CX content throughout both days.

The Pharma CX Summit 2026 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 customer experience and marketing leaders!
 

Location
The Nassau Inn
Main Ballroom
10 Palmer Square
Princeton, NJ
Date & Time
March 24, 2026
HCP CX DAY
9:00am - 5:00pm EST
Reception to Follow
5:00pm - 6:00pm EST


March 25, 2026
PATIENT CX DAY
9:00am - 5:00pm EST
Reception to Follow
5:00pm - 6:00pm EST

Highlights From Last Year's
12th Annual Pharma CX Summit
Here's a glimpse at last year's conference, the 12th Annual PanAgora Pharma CX Summit, which took place on March 25-26, 2025 in Princeton.

Event Stats

• 36 Expert Speakers
• 16 Captivating Sessions
• 65.3% of Audience from Pharma Companies

Event Photos
Conference Report
Don't miss the 2024 Conference Report, created by one of our 2024 attendees - Parth Mishra, Commercial Analytics Manager at Vertex Pharmaceuticals.

Parth's report does an excellent job recapping the captivating content from the Pharma CX Summit 2024!
Download Now

Pharma CX Summit 2026
Keynote Speakers
HCP CX Day (March 24)
Kishan Kumar

Executive director, Marketing Strategy

NOVARTIS
Patient CX Day (March 25)
Silvi Haldipur
HEAD OF CUSTOMER EXPERIENCE

NOVO NORDISK
Speaking Faculty
Stephanie Hunter-Banks

Director, US Medical Learning and Development 

Jazz Pharmaceuticals
Mary Lassiter

FOUNDER AND CEO

LEGACY OF CONNECTION FOUNDATION
Jorge Herrera

Sr. Director, US Omnichannel Engagement

CSL
Christine Pillard

associate director, digital enablement

KEENOVA

Rich Schwartz

Chief experience officer

Rx4CX
Jazmin Correa

CX & Media Optimization Lead, Animal Health

MERCK
Aleen Hosdaghian

Vice president, Marketing

ARCUTIS
Nitin Kumar

director, connected care and gm, elevmi

OTSUKA

Alexandra Davis

Director, Brand Strategy, Biosimilars,

ORGANON
Wayne Simmons

global customer excellence lead

PFIZER
Lorena Vega

Director, CX Planning & Optimization

NOVARTIS
Robert Britting Jr. 

Sr. director, us customer marketing

GSK

Lori Hancock

Director of Digital Engagement

MERCK
Will McMahon

director, omnichannel strategy

ASTRAZENECA
Peter Chiappano

Director, Patient Excellence, Digital Innovation Strategy

Boehringer Ingelheim
Elizabeth McShea

Director, consumer marketing

organon

Amy Turnquist

Vice president, NORTH AMERICA

HBA / BIP
Alicia Abella

head of AI product

NOVo NORDISK
Bryan Zembrowski

Director, Strategic Business Planning & Execution

REGENERON
Thomas Bartlett

MGFA National Patient Ambassador

MG PATIENT ADVOCATE
Geoff Chamberlain

DIRECTOR, OMNICHANNEL OPERATIONS

SANOFI
Gregory LeClair

ASSOCIATE DIRECTOR, PATIENT MARKETING

FERRING
Dana Trump

ASSOCIATE DIRECTOR, OMNICHANNEL

aSTRAZENECA
Susan Schwartz

DIRECTOR, PATIENT SERVICES

CELLTRION US
Mike Katz

CUSTOMER EXPERIENCE STRATEGY Leader

MERCK
John Duffield

Patient Survivor, 
Health Futurist

SIGNAL TWO
Leandra Wells

FORMER COUNTRY MANAGER, CANADA

(FMR) GaLDERMA
Dan Xavier
Product Director, Neuroscience Franchise Strategy

JOHNSON & JOHNSON
Alison Tapia

Sr. CX and Commercial Leader

(FMR) DERMAVANT
Chris Ledford

Vice President, BRAND STRATEGY

The grovery
Adam Shain

Vice President, Head Of BUSINES TRANSFORMATION

NOBLE, AN APTAR PHARMA CO.
Joe Falcone
Co-founder & Principal Consultant

Falcone business advisors
Andy Kraut

Global Partnership Executive

GRINDR
Karthik Jayaraman

HEAD IT - COMMERCIALIZATION AND DIGITAL

TRIS PHARMA
Brendan Cahill

Director, Sales Operations & Planning 

Bausch Health
Stephen Gajdosik
Associate Director, Omnichannel strategy

AstraZenECA
Joyce Ercolino

Sr. Director, Customer engagement

harmony biosciences
Phil Johnson

Chief commercial officer

Evidation
Lauren Bello

Partner, Marketing & Customer Experience

Sia
Neil Barman
Director, Business Transformation

Sia
PHARMA CX SUMMIT 2026

CONFERENCE AGENDA (DAY ONE)

09:05 AM
Opening Remarks from the Day One Conference Chairs

Amy Turnquist, Vice President, North America, HBA / BIP
Richard Schwartz, Healthcare CX Evangelist and Activator, RX4CX


09:10 AM
KEYNOTE PANEL DISCUSSION

Building the Next Era of HCP Experience

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 will explore specific examples of HCP interactions and experience in pharma:

• Discuss the state of the HCP experience in 2026: 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 affairs, and MLR teams to deliver a cohesive HCP experience
• Share an example of how AI is being leveraged successfully to improve HCP experiences

Will McMahon, Director, Omnichannel Strategy, AstraZeneca
Robert Britting, Sr. Director, Customer Engagement, GSK
Karthik Jayaraman, Head IT - Commercialization & Digital, Tris Pharma

Moderated by: Amy Turnquist, Vice President, North America, HBA / BIP


09:40 AM
CX + AI: The AI Impact on CX in the Pharmaceutical Industry

Jorge Herrera, Sr. Director, US Omnichannel Engagement, CSL


10:00 AM
Busy Metrics, Empty Insights: How AI Is Redefining What Success Looks Like

Last year, everyone had an AI story. This year, leaders are being asked what actually changed as a result. The answer starts with moving beyond surface-level metrics and taking a deeper look at how HCPs and patients are truly engaging with digital experiences. Learn from a fireside chat with leaders redefining how success is measured:

• Shift from counting views and clicks to identifying behavioral signals that reveal what HCPs and patients are genuinely looking for
• Turn every digital interaction into an insight that sharpens the next message and improves the next experience
• Connect digital engagement to business outcomes with a measurement framework built for the age of AI

Dan Xavier, Product Director, Neuroscience Franchise Strategy, Johnson & Johnson
Lauren Hock, Senior Director, Analytics, Ostro


10:25 AM
KEYNOTE CONVERSATION

The Intersection of CX and Marketing in Pharma/Healthcare
 
• Biggest disconnects between CX strategy and brand execution
• Balancing short-term performance with long-term experience design
• Which CX data best informs marketing decisions?
• Impact of AI on pharma marketing and future implications

Kishan Kumar, Executive Director, Marketing Strategy, Novartis

Moderated by:  Elaine Gamble, Consultant and Advisor, EGA Partners


10:45 AM
Networking Break


11:15 AM
FIRESIDE CHAT

When the Landscape Shifts: Turning Clinical Trial Recruitment into a Strategic Advantage

Designed for pharma marketers navigating complexity, this session reframes recruitment as a strategic lever for long-term advantage, not just a short-term milestone.

What happens when a competitor exits your therapeutic space? In a crowded and fragmented market where recruitment is tougher than ever, how do you truly break through with HCPs?

In this candid fireside chat, leaders from Passage Bio and Silverlight Digital will explore:

• How the clinical trial recruitment environment is fundamentally changing
• What competitive exits mean for HCP trust, engagement, and momentum
• Why recruitment should be viewed as a strategic marketing function, not just an operational task
• How early HCP engagement generates insight that strengthens future launch readiness
• Practical ways to connect clinical development and commercialization in a compliant, data-driven manner

Nayahmka McGriff-Lee, VP, Global Product Strategy, Passage Bio

Moderated by: Lori Goldberg, Chief Executive Officer, Silverlight Digital


11:35 AM
Activity Is Not Strategy: When the Commercial Engagement Playbook Stops Working

Commercial teams are not short on activity. They are short on proof that the activity is driving real impact. With more channels and more data than ever, the toughest challenge often is not execution. It is deciding what actually deserves investment.

This session is a candid leadership discussion on why engagement strategies still fall short and what experienced leaders do when the old playbook stops working. The panel will talk through how teams drift into the activity trap, why engagement has to change across different brands and lifecycle realities, what signals tell you it is time to reset, and how leaders make real tradeoffs across channels, budgets, and portfolio priorities.
The conversation offers a practical decision lens for aligning engagement to brand reality and measurable impact and for making confident choices about what to maintain, what to change, and what to stop

Brendan Cahill, Director, Sales Operations & Planning US Commercial Markets, Bausch Health Companies
Leandra Wells, Pharma Executive & GM, (Fmr) Galderma & GSK
Frank Fascinato, Strategic Advisor to ODAIA Intelligence, (Fmr) GSK


12:00 PM
FIELD FORCE PANEL DISCUSSION

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.

• What is the role of the field force in shaping the customer experience for HCPs?
• 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?

Christine Pillard, Associate Director, Digital Enablement, Keenova Therapeutics 
Bryan Zembrowski, Director, Strategic Business Planning & Execution, Regeneron
Giancarlo Maranzano, Senior Medical Affairs Leader, (Fmr) Boehringer Ingelheim

Moderated by: Sherif Salti, President and Founder, SALTI


12:30 PM
Networking Lunch


01:30 PM
OMNICHANNEL PANEL DISCUSSION

Moving Beyond Omnichannel Strategy to True Execution Capabilities

• 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 drive omnichannel HCP strategies?
• Can you share an example of how a digital tool or technology has improved the HCP experience?
• What’s next? What will the HCP omnichannel experience of the future look like?

Geoff Chamberlain, Director, Omnichannel Enablement, Sanofi
Lori Hancock, Director, Digital Engagement, Merck
Stephen Gajdosik, Associate Director, Omnichannel Strategy, AstraZeneca

Moderated by: Alison Tapia, Sr. CX and Commercial Leader, (Fmr) Dermavant


02:00 PM
CASE STUDY

Delivering Unparalleled Cross-Functional Engagement Impact for Pharma

Hemal Somaiya, Chief Strategy Officer, PharmaForceIQ


02:25 PM
CASE STUDY

Redefining HCP & Patient Engagement in Rare Disease

Leading in rare disease demands more than clinical expertise. It requires an understanding of what patients and families endure long before any answers emerge. In this session, Stephanie Hunter-Banks, a rare patient herself, explores how lived experience should shape every aspect of HCP and patient engagement. She will talk about how thoughtful partnerships can transform the way care is designed and delivered, and attendees will gain a practical perspective on building teams and experiences grounded in connection and collaboration. The discussion will cover:

• Leading an HCP and Patient Experience team while also navigating your own rare disease journey
• Developing a true understanding of the lived experience of a rare disease patient
• Understanding the agony of defeat when there is no definitive diagnosis, and building the resilience to continue despite the disappointment
• What real partnerships with patients look like

Stephanie Hunter Banks, Director, US Medical Learning and Development, Jazz Pharmaceuticals


02:45 PM
Building Brand Trust & Reach Upstream in the Age of AI

Trust isn’t won at the point of prescription—it’s built earlier, in the unseen moments of uncertainty and curiosity. Drawing on our work developing the marketing and media launch strategy for an AI-driven healthcare digital solution for a leading global biopharma R&D organization, we’ll share success factors and practical guidance to align cross-functional teams, rethink measures of success, expand reach and engagement, and build enduring brand equity through earlier-stage connection. You will hear:

Why branding must start at the moment of curiosity—not just diagnosis
Tips for designing an impactful marketing and media strategy
Practical ways cross-functional teams can collaborate, learn fast, and innovate safely
How to measure success for both leadership and customers

Lauren Bello, Partner, Marketing & Customer Experience, Sia
Neil Barman, Director, Business Transformation, Sia


03:15 PM
Networking Break


03:40 PM
AI PANEL DISCUSSION

Keys to Implementing AI to Improve the HCP Experience

In this panel discussion, we will explore the ways Generative AI and Agentic AI are revolutionizing the commercial pharma landscape. Learn how pharma marketers are using AI to identify individual customer preferences for content, channels and timing—in real-time and at scale. The panel will also discuss change management and the human side of AI transformation.

Alicia Abella, Head of AI Product, Novo Nordisk
Aleen Hosdaghian, Vice President, Marketing, Arcutis
Mary Lassiter, Digital Capability Lead, US Omnichannel Lead, Bayer

Moderated by: Joe Falcone, Principal Consultant, Falcone Business Advisors


04:10 PM
Pharma’s Consumer-Grade Imperative: The Coming Revolution"

HCPs now benchmark pharma against the best consumer experiences in their other lives. This presentation explores how this Consumer-Grade Imperative is reshaping expectations for engagement and enablement, and how commercial organizations can elevate execution to meet this new standard.

Wayne Simmons, Global Customer Excellence Lead, Pfizer & Author, The Customer Excellence Enterprise


04:30 PM
PANEL DISCUSSON

How Might We Improve Healthcare CX? A Live, Audience‑Driven Panel

What happens when the toughest CX questions come straight from the room? In this dynamic panel, we'll ask attendees to submit “how might we” prompts, and a group of seasoned CX experts will explore how healthcare organizations can tackle these challenges and design better experiences through operationalizing CX capabilities.

Michael Katz, Customer Experience Strategy Leadaer, Merck

Moderated by: Kara Hoisington, VP of CX Operations, MCorpCX


05:00 PM
Day One Networking Reception


Hosted by:
CONFERENCE AGENDA (DAY TWO)

09:00 AM
Day One Recap and Day Two Intro from the Conference Chairs

Amy Turnquist, Vice President, North America, HBA / BIP
Richard Schwartz, Healthcare CX Evangelist and Activator, RX4CX

09:05 AM
KEYNOTE PANEL DISCUSSION

Designing Patient Experiences for the Next Era of Healthcare

• What does a 'good' patient experience look like for pharma brands?
• How are AI and other technologies being used to improve the patient experience—without losing the human touch?
• Can you share an example of an initiative, campaign, technique or technology that improved patient experience?
• How did you measure success?
• How do we push further to include patient experience and patient voice into all aspects of pharma?

Peter Chiappano, Director, Patient Excellence, Digital Innovation Strategy, Boehringer Ingelheim
Elizabeth McShea, Director, Consumer Marketing, Dermatology, Organon
Dana Trump, Associate Director, Omnichannel, AstraZeneca
Phil Johnson, Chief Commercial Officer, Evidation 

Moderated by: Richard Schwartz, Healthcare CX Evangelist and Activator, RX4CX


09:30 AM
PATIENT PERSPECTIVE

AI as a Lifeline: A First-hand Account of Using AI for Survival, Patient Advocacy and Health Literacy

Artificial intelligence is rapidly entering healthcare, yet many patients, clinicians and advocates are unsure how to use it safely and effectively. In this session, 2x open-heart surgery survivor and healthcare innovation strategist John Duffield shares a firsthand case study of how AI literally became his lifeline and supported his journey through complex cardiac care. During his diagnosis, surgical decision-making, and recovery, Duffield used AI tools to interpret medical information, prepare questions for physicians, process emotional stress, organize his care plan and even create Taylor Swift inspired songs to help explain his heart condition to his daughter. This experience provides a practical framework for how to use AI to improve health literacy and navigate complex medical journeys.

Participants will explore real examples of AI-assisted advocacy, learn practical strategies for responsible use of emerging technologies, and examine how AI can complement the human care team rather than replace it. The session highlights how digital tools can empower patients and caregivers to move from confusion to clarity during high-stakes healthcare experiences.

John Duffield, Patient Survivor, Health Futurist, Signal Two


09:55 AM
PATIENT PERSPECTIVE

Transforming Rare Disease Care through Applied Technologies, Data, and Media

Rare disease patients face unique challenges in understanding their health and accessing effective treatments. Emerging applied technologies—such as wearables and AI-driven data analysis - are reshaping how patients track symptoms, understand why they don’t feel well, and improve quality of life in real time. At the same time, media platforms play a powerful role in uniting communities, driving education, and influencing policy. How can technology and media accelerate scientific outcomes, foster patient empowerment, and create new opportunities for innovation in rare disease care?

• Explore how applied technologies can deliver real-time insights into patient well-being and advance outcomes
• Understand the psychological and quality-of-life benefits of empowering patients with knowledge
• Examine how media can bring rare disease communities together, strengthen education, and influence policy to support better patient outcomes

Thomas Bartlett, National Patient Ambassador, Myasthenia Gravis Patient Advocate, MGFA


10:15 AM
PANEL DISCUSSION

Using Digital Health Technologies to Elevate the Patient and Caregiver Experience

• Where are the biggest disconnects between pharma marketing, digital health, and the patient experience?
• What are some of the keys to co-creating digital solutions with patients and caregivers?
• What metrics are most useful to determine whether a digital tool is improving patient/caregiver experience?
• What organizational capabilities and partnerships are required to scale digital health initiatives?

Nitin Kumar, Director, Connected Care & GM, Elevmi™, Otsuka Precision Health
Gregory LeClair, Associate Director, Patient Marketing, Ferring

Moderated by: Amy Turnquist, Vice President, North America, HBA / BIP


10:45 AM
Networking Break


11:10 AM
PANEL DISCUSSION

Leading Change That Sticks:  Moving Customer and Colleague Experience Transformation from Strategy to Adoption

This panel brings together leaders from Organon, Merck Animal Health, and Novartis who have successfully led cross-functional, customer + colleague + company centric change initiatives within highly regulated, matrixed, and globally distributed organizations. Drawing from real-world experience, they will explore what enables meaningful change, what commonly inhibits it, and how to bring leaders, frontline colleagues, and customers along in a way that builds trust, momentum, and measurable impact.

• What truly enables change inside complex life sciences organizations?
• What inhibits or derails change, even when the strategy is sound?
• How do you bring leaders and colleagues along on the journey?

Lorena Vega, DIrector, Customer Experience Planning and Optimization, Novartis
Alexandra Davis, Director, Brand Strategy, Biosimilars, Organon
Jazmin Correa, CX & Media Optimization Lead, Animal Health, Merck

Moderated by: Richard Schwartz, Healthcare CX Evangelist and Activator, RX4CX


11:40 AM
KEYNOTE PRESENTATION

You’re Not Broken, The System Is: Fixing Pharma’s Short-Term Incentive Problem

Pharma marketing and brand teams want to build better customer experiences and focus on long-term value, but they’re compensated on quarterly sales targets, volume, and speed. This isn’t a people problem or a strategy problem. It’s a system problem driven by short-term thinking baked into our organizational incentives.

What Attendees Will Learn:
• Why misaligned incentive structures sabotage even the best CX strategies
• How to audit organizational goals vs. actual rewards to identify the gaps
• 5 practical actions they can take immediately to align compensation with customer outcomes
• Real frameworks for speaking CFO/CHRO language to make the business case
• How to pilot aligned incentives with one team to prove impact before scaling enterprise-wide

This talk addresses the structural challenge most CX conversations avoid: transformation requires redesigning what we measure and reward, not just what we say we value. I’ll give your audience permission to stop blaming themselves and concrete steps to fix the system.

Silvi Haldipur, Head of Customer Experience, Novo Nordisk


12:05 PM
PANEL DISCUSSION

How Disconnected Understanding Disrupts the Patient Experience

In pharma, CX is often designed around touchpoints like websites, hubs, or portals. But patients don’t experience touchpoints. They experience moments. Hearing a diagnosis. Opening a benefits letter. Paying a bill. And in those moments, experience rises or falls on how well the understanding of a company aligns with the needs of an individual.

This panel explores real-world examples where understanding breaks down inside organizations between functions, processes, and channels, and how that internal misalignment shows up as fractured patient experience. More importantly, it examines what happens when organizations close the gap, creating shared understanding, aligning around what matters most, and translating insight into meaningful patient moments.

Susan Schwartz, Director, Patient Services, Celltrion USA
Adam Shain, Vice President, Head of Business Transformation, Noble, an Aptar Pharma Company
Joyce Ercolino, Sr. Director, Customer Engagement, Harmony Biosciences

Moderated by: Chris Ledford, Vice President, Brand Strategy, The Grovery


12:35 PM
Networking Lunch


01:30 PM
PANEL DISCUSSION

Accessibility in Action!

As healthcare continues to shift toward the era of the digital patient, the pace of digital transformation can unintentionally create new barriers to access and outcomes—what many now call the digital determinants of health. Because digital accessibility truly saves and improves lives, this engaging panel will spotlight real world examples of patient driven innovation, hands-on accessibility testing, and practical strategies for scaling accessibility into and across an organization. We’ll also explore a simple, actionable step you can take today towards patient advocacy and empowerment.

Sherman Bausch, Founder & CEO, Capption
Monica Goel, Founder & CEO, Unified Accessibility
Tim Glennon, Co-Founder & CRO, Ai1Y
Mary Lassiter, Founder & CEO, Legacy of Connection

Moderated by: Steve Framil, Corporate Global Head of Accessibility, Merck


02:00 PM
The Hidden CX Moments That Shape Patient Loyalty, Adherence, and Experience

Designing a great customer experience depends on understanding why patients make decisions just as much as what decisions they make. Yet many CX programs rely on surface-level metrics and segmentation that miss the deeper motivations behind why patients start, stop, or switch therapies.

Drawing from a recent Thrivable study of GLP-1 patients, David and Kevin will explore the hidden moments that shape patient expectations, motivation, and long-term adherence. Through firsthand patient insights, they will reveal how expectations are formed, what keeps patients engaged with treatment, and what causes them to disengage. Attendees will leave with a clearer understanding of how uncovering the “why” behind patient decisions can help identify the moments that matter most, and design experiences that build trust, loyalty, and measurable impact.

Presenters:
David Edelman, Founder & CEO, Thrivable
Kevin Cammack, Former VP of Connected Medicine at Lilly, Co-Founder, ClickSpring Collective


02:25 PM
FIRESIDE CHAT

Rethinking Patient Experience in the Age of AI

AI is accelerating patient engagement, but speed alone does not build trust. As automation expands across content, media, and personalization, pharma leaders face a critical question: Are we enhancing the patient experience, or risking it?

In this fireside chat, Ryan Dunkerley (former lead of omnichannel at Chiesi) and Silverlight Digital will examine how GenAI is reshaping patient journey strategies and what responsible innovation looks like in regulated environments.

This session will explore:
• The emerging “AI trust gap” in patient engagement
• Where automation strengthens patient experience — and where it can undermine it
• How governance and human oversight must evolve alongside capability
• The role of paid media in orchestrating patient journeys, not just amplifying messages
• How AI-driven insight can inform more empathetic, outcome-focused engagement

Attendees will leave with a strategic lens for integrating AI into patient experience design in a way that drives impact without compromising credibility.

Ryan Dunkerley, Former Lead, Omnichannel Marketing, (Fmr) Chiesi

Moderated by: Lori Goldberg, Chief Executive Officer, Silverlight Digital


02:45 PM
Networking Break
 

03:10 PM
PANEL DISCUSSION: PATIENT PERSPECTIVES

We’re All Talking About AI. Are Patients? What Marketers Need to Know.

Moderatedy by: Risa Arin, CEO & Founder, XpertPatient


03:35 PM
OUTSIDE-INDUSTRY CX PERSPECTIVE

3 Service Mistakes We Repeat Every Time the Industry Evolves.

Sangeetha Rai, COO, Barasch & McGarry - Lawyers for the 9/11 Community


04:00 PM
EXTENDED OUTSIDE-INDUSTRY Q&A

Insights from Outside-Industry CXperts

Andy Kraut, Global Partnership Executive, Grindr
Sangeetha Rai, COO, Barasch & McGarry - Lawyers for the 9/11 Community

Moderated by: Richard Schwartz, Healthcare CX Evangelist and Activator, RX4CX



04:15 PM
Day Two Networking Reception & Happy Hour

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PanAgora Pharma CX Summit!

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Pre-Event Networking
SWING FOR SETH & PHARMA CX
⛳️ An Evening at The Back Nine Golf in Princeton Benefitting Seth Painter As He FIghts ALS ⛳️

BACK NINE GOLF - PRINCETON, NJ
301 N Harrison St. Princeton, NJ 08540
March 23rd | 5:30 - 8:30 PM

Join us for a fun, relaxed, and social evening at The Back Nine Golf in Princeton—designed for connection, conversation, and a great cause. There is no requirement to play golf. Whether you swing a club or not, this event is about enjoying great food, wine, beer, refreshments, company, a high‑energy atmosphere, and helping a dear friend to the industry. The only requirement is to show up, unplug, and have fun—100% human, no AI required.

What to Expect
✅ Delicious food, wine, beer, and refreshments
✅ Perfect for all skill levels and non‑golfers
✅ Play golf, hang out, or skip the golf and socialize
✅ A tech‑free, AI‑free space to connect and unwind
✅ A great night out that also makes an impact

Register here: https://charity.pledgeit.org/cxswingforseth
 
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