8th Annual
PANAGORA PHARMA CX
AI & TECH SUMMIT
AI & TECH SUMMIT
PRINCETON MARRIOTT AT FORRESTAL
PRINCETON, NJ
NOVEMBER 18, 2025
Discover How Pharma is Using AI & Emerging Technologies to Measurably Improve Customer Experiences for Patients and HCPs
The 8th Annual Pharma CX AI & Tech Summit will bring together 25+ speakers and 125+ pharma marketing and customer experience leaders to explore how pharma is using AI and emerging technologies to personalize customer journerys and measurably improve customer experiences.
Gain insights from leading pharma customer experience and marketing leaders, and learn what they are doing to deliver better customer experiences for patients and HCPs, while driving business impact in their organizations.
PanAgora Pharma CX events are unique within the industry because attendance is limited to ensure each event is industry-led. Of the attendees, our goal is to maintain at least 65% attendance from pharmaceutical, medical device, and diagnostics companies (mainly comprised of senior-level marketing and customer experience executives within those organizations).
Delegates of this conference will have ample opportunity to connect with other attendees, engage with conference speakers and panelists, participate in interactive conference sessions and workshops, and network with peers.
Gain insights from leading pharma customer experience and marketing leaders, and learn what they are doing to deliver better customer experiences for patients and HCPs, while driving business impact in their organizations.
PanAgora Pharma CX events are unique within the industry because attendance is limited to ensure each event is industry-led. Of the attendees, our goal is to maintain at least 65% attendance from pharmaceutical, medical device, and diagnostics companies (mainly comprised of senior-level marketing and customer experience executives within those organizations).
Delegates of this conference will have ample opportunity to connect with other attendees, engage with conference speakers and panelists, participate in interactive conference sessions and workshops, and network with peers.
Location
Princeton Marriott at Forrestal
100 College Road East,
Princeton, New Jersey, USA, 08540
100 College Road East,
Princeton, New Jersey, USA, 08540
Date & Time
November 18, 2025
09:00 - 05:00PM ESTReception to Follow
PRESENTED BY
Highlights from Last Year's
Pharma CX Tech Summit 2024
Pharma CX Tech Summit 2024
• 33 Expert Speakers
• 15 Captivating Sessions
• 70.2% of Attendees from Pharma Industry
Photos from Previous Pharma CX Series Events
Speaking Faculty (2025)
Vijay Iyengar
Executive Director, Sales AND MARKETING
EISAI
(EVENT CO-CHAIR)
EISAI
(EVENT CO-CHAIR)
Mary Lassiter
DIGITAL AND AI TRANSFORMATION
BAYER
(EVENT CO-CHAIR)
BAYER
(EVENT CO-CHAIR)
Ryan Rosenberg
Global GEN AI Content Powerhouse Lead
SANOFI
SANOFI
Jing Zhang
User Research & Digital Operations Lead
ASTRAZENECA
ASTRAZENECA
Bradley Birenbaum
Director, HCP Marketing
GSK
GSK
Sydney Crowley
VP, Workforce Experience Management
Cencora
Cencora
Kevin Clayton
HEAD OF SALES
ODAIA
ODAIA
Frank Fascinato
PRESIDENT & FOUNDER
TREVISO CONSULTING, (FMR) GSK CANADA
TREVISO CONSULTING, (FMR) GSK CANADA
Travis Cozzie
Director, Customer Experience Strategy
MERCK
MERCK
Sarmad Salim
Head, of Digital Marketing Technology
OTSUKA
OTSUKA
Brian Ongioni
SENIOR VICE PRESIDENT, PRODUCT
IMPIRICUS
IMPIRICUS
Christine Pillard
Associate Director, Digital Enablement
Keenova Therapeutics
Keenova Therapeutics
Jo Madnani
AUTHOR & DIGITAL MARKETERS
THE IDEA IS IN
THE IDEA IS IN
Stephen Framil
Corporate Global Head of Accessibility
MERCK
MERCK
Kara Hoisington
Vice President of CX Operations
MCORPCX
MCORPCX
Gurjeev Singh
VP, PRODUCT
OSTRO
OSTRO
Avinash Prabhakar
DIRECTOR, HCP MARKETING
GSK
GSK
Jeremy Muratore
Founder & Principal Consultant
CONSTRUKTION
CONSTRUKTION
Rich Schwartz
Healthcare CX Evangelist and Activator
RX4CX
RX4CX
Elaine Gamble
Consultant & ADVISOR
EGA PARTNERS
EGA PARTNERS
Corinne Yaouanq-Lynberg
Sr. Director, NextGen Capability Enablement
Novo Nordisk
Novo Nordisk
Mark Melton
Market Development and Partnerships Leader
MAGNOLIA
MAGNOLIA
Jeremy Summers
CHIEF TECHNOLOGY OFFICER
CRESCENDO COLLECTIVE
CRESCENDO COLLECTIVE
Noah Bryant
Senior Product Manager, Digital MarketinG
NOVOCURE
NOVOCURE
Jordan Schrier
UX Specialist, US Digital CX + Media Strategy
Novocure
Novocure
Zach Capetola
US Oncology Omnichannel Marketing Strategy and Capabilities
MERCK
MERCK
Seth Ginsberg
Co-founder and president
GLOBAL HEALTHY LIVING FOUNDATION (GHLF)
GLOBAL HEALTHY LIVING FOUNDATION (GHLF)
Dana Vogel
Director, Customer Success & Business Operations LEAD
NOVARTIS
NOVARTIS
Alison Tapia
SR. DIRECTOR, PERFORMANCE MARKETING & DIGITAL INNOVATION
(FMR) DERMAVANT
(FMR) DERMAVANT
Sohni Dailey
Sr. Director, Field and Content Platform Strategy
BMS
BMS
Jared Shechtman
Sr. Manager, Marketing Technology Services
EISAI
EISAI
Leandra Wells
COUNTRY GENERAL MANAGER, CANADA
(FMR) GALDERMA
(FMR) GALDERMA
Patient Perspectives
Saranne Rothberg
FOUNDER & CEO
The ComedyCures Foundation
The ComedyCures Foundation
Thomas Bartlett
MGFA National Patient Ambassador
MG PATIENT ADVOCATE
MG PATIENT ADVOCATE
Sue Manber
Wellness, Sleep and Circadian Network (WSCN) Board
NCCN Patient Advocate
NCCN Patient Advocate
Risa Arin
FOUNDER & CEO
XPERTPATIENT
XPERTPATIENT
Conference Agenda (2025)
08:00 AM
REGISTRATION OPEN
Welcome Breakfast
09:00 AM
Opening Remarks from the Conference Chairs
Vijay Iyengar, Executive Director, Sales, Marketing, and Enterprise Strategy, Eisai
Mary Lassiter, Digital & AI Transformation, Bayer
09:05 AM
PANEL DISCUSSION: AI + HCP EXPERIENCE
How is AI Transforming the HCP Experience in Pharma?
How is AI Transforming the HCP Experience in Pharma?
• How is AI improving your ways of working?
• How are companies leveraging AI to understand HCP behavior, preferences, and intent?
• How can AI improve engagement across digital channels, field teams, and integrated journeys?
• How can pharma measure the impact of AI-driven personalization on HCP engagement and prescribing behavior?
• What KPIs or insights should guide iterative improvement in AI-powered journeys?
• Examples of how AI is being used to optimize HCP experiences
Avinash Prabhakar, Director, HCP Marketing, GSK
Zach Capetola, US Oncology Omnichannel Marketing Strategy and Capabilities, Merck
Dana Vogel, Director, Customer Success & Business Operations Lead, Novartis
Brian Ongioni, SVP Product, Impiricus
Moderated by: Richard Schwartz, Chief Evangelist and Founder, RX4CX
09:35 AM
Cross-Industry Learning:
Personalized AI-Powered Omnichannel HCP & Patient Engagement
Personalized AI-Powered Omnichannel HCP & Patient Engagement
Healthcare marketers are stuck in broadcast mode while patients and HCPs expect conversations—and AI is breaking this stalemate by turning every channel into an intelligent, two-way interaction that captures real behavioral intent. The companies winning at engagement aren't just automating campaigns; they're stealing plays from retail, fintech, and travel to build closed-loop systems that learn from every interaction and orchestrate personalized experiences across email, web, and SMS. This session reveals how cross-industry AI strategies transform static outreach into compliant conversations that move both patients and HCPs from confusion to confident action while delivering measurable business impact.
Gurjeev Singh, VP of Product, Ostro
09:55 AM
Navigating New Frontiers: Insights and Surprises from AI-Moderated User Experience Research
This talk takes you behind the scenes of AstraZeneca's Global User Experience team as they pilot AI moderation in user research—sharing candid insights, practical lessons, and unexpected discoveries while navigating the AI frontier. Discover how these learnings are helping us reimagine experience research in pharma to drive the next era of digital innovation.
Jing Zhang, User Research & Digital Ops Lead, AstraZeneca
10:25 AM
PANEL DISCUSSION: CX MEASUREMENT
Prove it: Measuring CX Through Behavior
Prove it: Measuring CX Through Behavior
We all say CX drives results—but can we consistently show it? In this panel, practitioners share how they are building programs to connect CX initiatives to real business outcomes by measuring the behaviors of both customers, employees, and operations. Learn how behavior-based metrics can help you understand what truly drives impact—and how to make that story resonate across the organization.
Travis Cozzie, Director, Customer Experience Strategy, Merck
Sydney Crowley, VP, Workforce Experience Lead, Cencora
Alison Tapia, (Former) Sr. Director, Performance Marketing & Digital Innovation, Dermavant
Moderated by: Kara Hoisington, VP of CX Operations, MCorpCX
10:55 AM
Morning Networking Break
11:20 AM
PANEL DISCUSSION : AI + FIELD FORCE
Reimagining HCP Engagement: AI-Powered Field Force Strategies
Reimagining HCP Engagement: AI-Powered Field Force Strategies
• Do you have any examples of how AI is being used effectively by field teams to improve HCP engagement?
• How can AI enhance HCP interactions without losing the “human touch” element?
• How do field teams perceive AI tools? What are the biggest challenges they face with adoption of AI?
• Where do you see the most opportunity for AI to improve HCP interactions in the future?
Corinne Yaouanq-Lynberg, Sr. Director, NextGen Capability Enablement, Novo Nordisk
Christine Pillard, Associate Director, Digital Enablement, Keenova Therapeutics
Sarmad Salim, Head of Digital Marketing Technology, Otsuka
Kyle Brown, SVP, Foresight Strategy & Design, FSi CX
Moderated by: Sohni Dailey, Sr. Director, Field and Content Platform Strategy, BMS
11:50 AM
Everyone Has AI. Few Have Impact.
Three Strategic Decisions That Matter More Than the Model.
Three Strategic Decisions That Matter More Than the Model.
Bradley Birenbaum, Director, HCP Marketing, GSK
Frank Fascinato, President + Founder, Treviso Consulting, (Fmr) GSK Canada
Moderated by: Kevin Clayton, Head of Sales - US, ODAIA Intelligence
12:15 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
12:30 PM
Networking Lunch
01:30 PM
PANEL DISCUSSION: AI + HUMAN EXPERIENCE
Using AI Capabilities to Augment Human Storytelling
Using AI Capabilities to Augment Human Storytelling
• How is AI being used to craft more personalized and empathetic customer journeys?
• What does a fully AI-enabled HCP journey look like in practice?
• What insights can AI help uncover and turn into meaningful messaging?
• Why does storytelling matter in pharma? How do authentic stories enhance HCP and patient experiences?
• What are the biggest regulatory challenges when using GenAI, and how are you navigating them?
• Examples of how AI is enhancing HCP and patient marketing efforts
Ryan Rosenberg, Global GenAI Content Powerhouse Lead, Sanofi
Noah Bryant, Sr. Product Manager, Digital Marketing, Novocure
Jared Shechtman, Sr. Manager, Marketing Technology Services, Eisai
Moderated by: Jo Madnani, Author, The Idea Is In
02:00 PM
Accelerating the MLR Review Process
With HCPs moving away from in-person meetings with pharma representatives, the digital customer experience provided by pharma companies is critical. Unfortunately, the medical, legal, and regulatory (MLR) review process makes it hard to deliver vital digital content to HCPs in a timely way.
What if the MLR review process for digital content could be reduced from months to days?
It’s possible with the right approach to building out your technology stack. Join this session and unlock the secret to delivering content to HCPs faster than ever.
Mark Melton, US Market Development and Partnerships Leader, Magnolia
Jeremy Summers, Chief Technology Officer, Crescendo Collective
02:25 PM
PANEL DISCUSSION: ENHANCING UX
Digital Experience Design: Keys to Enhancing UX
Digital Experience Design: Keys to Enhancing UX
• How has the definition of 'good UX' evolved for patients and HCPs?
• How do you incorporate patient or HCP feedback into UX design?
• How can pharma elevate UX beyond websites and portals?
• How are you measuring the business impact of user experience improvements?
Jordan Schrier, UX Specialist, US Digital CX + Media Strategy, Novocure
Jing Zhang, User Research & Digital Ops Lead, AstraZeneca
Richard Schwartz, Chief Evangelist and Founder, Rx4CX
Moderated by: Elaine Gamble, Consultant and Advisor, EGA Partners
02:55 PM
Process. We're Talking About Process.
Why AI Needs HI to deliver Dynamic & Personalized CX, Successfully @ Scale.
Why AI Needs HI to deliver Dynamic & Personalized CX, Successfully @ Scale.
The importance of digital twinning your organization with HI (Human Intelligence) – the constructs, context and semantic meaning of how and why work gets done. A nod to the importance of process mapping with edge cases and emotional states.
Jeremy Muratore, Founder and Principal Consultant, Construktion
03:20 PM
Afternoon Networking Break
03:40 PM
When AI Listens: Humanizing the Pharma Experience
Seth Ginsberg, President and Co-Founder, Global Healthy Living Foundation (GHLF)
04:00 PM
PATIENT PERSPECTIVE
Changing the Playing Field for Patients with Digital Health Tools
Changing the Playing Field for Patients with Digital Health Tools
Thomas Bartlett, Rare Disease Digital Health Technologies, Rare Patient Advisor - Myasthenia Gravis
MGFA National Patient Ambassador - Research and MG Registry, Patient Advocate
04:15 PM
PANEL DISCUSSION: PATIENT PERSPECTIVES
We’re All Talking About AI. Are Patients? What Marketers Need to Know.
We’re All Talking About AI. Are Patients? What Marketers Need to Know.
Saranne Rothberg, Founder & CEO, The ComedyCures Foundation
Thomas Bartlett, Myasthenia Gravis Patient, and MGFA National Patient Ambassador, Patient Advocate
Sue Manber, Wellness, Sleep and Circadian Network (WSCN) Board, NCCN Patient Advocate
Moderatedy by: Risa Arin, CEO & Founder, XpertPatient
04:45 PM
The Helpfulness Index
We’ve spent many decades and dollars measuring reach, recall, and response, but little on how it feels to be reached, recalled, or responded to, whether you’re a doctor or a patient.
The next breakthrough metric for designing, delivering, and determining the value of customer engagement is centered on understanding and adapting to the human sentiments from expectations to realities, and their reflections
If it is true in hospitality, it can be true in hospitals and healthcare.
Richard Schwartz, Chief Evangelist and Founder, Rx4CX
05:00 PM
End of Conference
Networking Reception / Happy Hour to Follow in Exhibition Area
Hosted by:
Networking Reception / Happy Hour to Follow in Exhibition Area
Hosted by:
Sponsors & EXHIBITORS
MEDIA PARTNERS
Room Block at the PanAgora Pharma CX AI & Tech Summit 2025
Venue: Princeton Marriott at Forrestal
100 College Road East,
Princeton, New Jersey, USA, 08540
100 College Road East,
Princeton, New Jersey, USA, 08540
This year's Pharma CX AI & Tech Summit will take place at the Princeton Marriott Forrestal. A spacious, stylish hotel awash in boutique comfort and sophistication. The Pharma CX Tech Summit has a room block at the Princeton Marriott at Forrestal for the night of Tuesday, November 17th.
To reserve a room at the discounted room block rate ($179/night plus tax), please go: Pharma CX AI & Tech Summit Room Block
**Last Day to Book : Friday, October 31, 2025**
To reserve a room at the discounted room block rate ($179/night plus tax), please go: Pharma CX AI & Tech Summit Room Block
**Last Day to Book : Friday, October 31, 2025**
Join Us at the PanAgora Pharma CX
AI & Tech Summit 2025!
AI & Tech Summit 2025!
