“You’ve got to start with the customer experience and work back to the technology,” - Steve Jobs, Apple
Discover How Pharma Brands are Using Technology to Measurably Improve Customer Experiences

The PanAgora Pharma CX Series presents the 4th Annual Pharma CX Tech Summit, a conference that explores how pharma is implementing emerging technologies - like AI/ML, voice & chat, connected devices, AR/VR, automation, personalization, and telehealth - to deliver better experiences for patients, payers, and HCPs. Our 200+ conference attendees and speakers include pharmaceutical organizations of all sizes, agencies, tech companies, CX business experts, CX solution providers, and customer engagement leaders.

Attendees of this virtual conference will be able to connect with other attendees, view and participate in all conference sessions and panels, ask questions to speakers and your fellow attendees, participate in networking breakout sessions, and access sponsor and exhibitor materials.

Join us virtually on October 6th for a 1-day pharma CX technology masterclass and discover how pharma is implementing the latest technolgoies that are creating improving customer experiences.
Date & Time
October 6, 2021
10:00 - 04:30PM EST
Our Virtual Event Platform
Our virtual conference platform, Accelevents, allows attendees to create meaningful connections, have interactive experiences, watch live presentations & panels, and access on-demand content after the conference from the Pharma CX Tech Summit Portal
Content from Last Year's (Virtual) Pharma CX Tech Summit
Pharma CX Tech 2020 Panel:
Voice & Chat, AI/ML, and Emerging Technologies Impacting CX

Panelists Include:
Mary Lassiter, Digital Campaign Management, Product Lead, Sanofi
Ahmed Albaiti, Cheif Executive Officer, Medullan
Michael DePalma, Founder & CEO, Pensare
Kristen Winters, CX Lead, North Americas Hub, Bayer
Pharma CX Tech 2020 Panel:
Putting the Customer at the Center of Your Media Strategy

Panelists Include:
Michael Jafar, Chief Commercial Officer, Evolus
Courtney Kober, Director, Integrated MCM, Bayer
Liz Pardieu, President and Founder, Spring and Bond
Kirti Mahajan, Assoc. Director, Integrated CE, Merck
Kevin Hsieh

Jim Lefevere
Kristen Winters
Corinne Yaouanq-Lyngberg
Lauren Murphy
Biohaven pharma
Courtney Cramer
Mary Lassiter
Robin Kamen
Amy Turnquist
North Highland
Michael Kirzhner
Stephanie Garrison
Daniel Landis
Aytu Biopharma
Steve Peretz
Megan Brown
Seth Painter
Vijay Iyengar
Anton Yarovoy
Jeremy Pincus
Beerju Patel
Dany De Grave
Agenda (all times EST)
10:00 AM
Opening Remarks from Conference Chairs

Seth Painter, Director, National Accounts, Populus Media
Kristen Winters, CX Lead, Americas Hub, Commercial Model Innovation, Bayer

10:15 AM
PERSPECTIVES: Patient Experience in Pharma - The Future Arrived Yesterday

The patient experience can be augmented via technology in many different ways. This panel will explore some of the technology solutions that are having a positive impact on patient experiences, and also examine some of the underlying tenets that power them.

• What is patient experience as it pertains to technology?
• What are some of the basic understandings that need to be in place before applying technology to PX?
• What are some of the technologies that are making an impact?
• Where in the PX continuum could technology be better leveraged?
• What will we see in 2022 with regards to PX Tech?

Dan Landis, Associate Director, Channel Strategy & Access Programs, Aytu BioPharma
Lauren Murphy, Associate Director, Consumer Marketing, Biohaven Pharma
Kevin Hsieh, Service Lead, Web and Mobile, Genentech

Moderated by: Seth Painter, Director, National Accounts, Populus Media

10:45 AM
A Smart Start: Pre-Built Intelligence to Drive Your Digital Transformation

Although businesses and their brands are unique and dynamic, there is a unified patient voice. Let this voice drive your digital engagement strategy. Learn how AI that listens and understands the patient can provide a smart start in addressing the Engagement Capacity Gap with real-time patient support.

Megan Brown, Director, Solutions and Consulting, Verint

11:15 AM
PERSPECTIVES: Emerging Technologies Enhancing Customer Experiences

This discussion will center around how pharma marketers are utilizing emerging technologies - like automation, voice & chat, AI/ML, VR/AR, connected devices - to deliver improved customer experiences and also drive revenue.

• What is the “state of the nation” for emerging technologies in commercial pharma?
• Examples of how voice, virtual assistants, chatbots, and NLP have improved CX or related performance.
• How does AI contribute to the performance/success of these functionalities?
• What’s missing? What’s next?

Dany De Grave, Founder, Unconventional Innovation, Sr. Director, Digital Transformation, Sanofi
Corinne Yaouanq-Lyngberg, Director- Omnichannel Strategic Enablement, Novo Nordisk
Beerju Patel, Non-Personal Promotion Lead, Media Strategy, AstraZeneca

Moderated by: Amy Turnquist, Principal, North Highland

11:45 AM
Networking Break & Breakout Groups

12:15 PM
New Killer App? Platforms in Healthcare
The healthcare burden continues to increase and the complexity continues to grow. There is a high volume of inefficiencies in the market, which is becoming increasingly fragmented due to the infusion of venture capital dollars over the last five plus years ...and the 1,000s of start-up companies focused on addressing some particular aspect of healthcare.

What does this mean? And how can the marketer gain a better understanding of what a platform means to their business and their customer experience.

Jim Lefevere, International Business Leader, Digital Partnering Solutions, Roche

12:45 PM
PERSPECTIVES: Most healthcare apps fail. But yours doesn’t have to.  
As part of the pill plus movement, most Pharma companies are creating digital support programs to provide more value to the broader patient and caregivers with their daily chronic health management needs (tracking, health literacy, timely intervention recommendations/motivations).

• How do you serve your patients beyond the pill?
• Strategies to give your app a better chance for success
• If apps aren’t the answer for you, what digital products/solutions are?
• Keys to positioning a digital product for internal buy-in/funding
• Change management to grow a culture that is ready to embrace a digital mindset

Steve Peretz, Director, Health Experience & Product Strategy, Appnovation
Mary Lassiter, Digital Platform Operations Lead, Bayer
Jim Lefevere, International Business Leader, Digital Partnering Solutions, Roche

Moderated by: Seth Painter, Director, National Accounts, Populus Media

01:15 PM
Networking Break & Breakout Groups

01:45 PM
PERSPECTIVES: Technologies Impacting the HCP Experience
In the CX continuum, the HCP is often overshadowed by the Patient. Focus needs to be placed on both, however, as the HCPs experience can make or break a brand. This discussion will highlight the importance of HCP Experience, some of the fundamental building blocks and the technologies that are optimizing the experience for prescribers.

• The latest in HCP engagement technology: What's working? What's not?
• What technologies do we wish we had?
• Examples of how technology is impacting the HCP experience
• How do you know a functionality is working towards improving HCPX?
• HCPX in 2022...and beyond: what’s on the roadmap?

Courtney Cramer, Associate Director, Keytruda Marketing, Merck
Robin Kamen, Global Lead, Omnichannel & CX, Galderma
Stephanie Garrison, Lead, Digital Marketing US, Idorsia Pharmaceuticals

Moderated by: Kristen Winters, CX Lead, Americas Hub, Commercial Model Innovation, Bayer

02:20 PM
PERSPECTIVES: How is Data Shaping the Future of CX?
• Can CX be quantified using data?
• How is technology allowing brands to optimize CX by leveraging data?
• What can we learn from data about customer behavior patterns?
• Examples of pharma creating data products that drive CX automation

Vijay Iyengar, Sr. Director, Sales & Marketing, Eisai
Jeremy Pincus, Sr. Director, Global Digital Marketing Tech & Platforms, GSK
Anton Yarovoy, Director, Precision Medicine, Novartis

Moderated by: Seth Painter, Director, National Accounts, Populus Media

02:55 PM
FIRESIDE CHAT: Powering Digital Transformation with Data
• What is your over-arching philosophy that powers digital transformation and, thus, your data strategy?
• What were the specific challenges as it pertained to data + CX…?
• How did those challenges impact CX?
• What approach do you take to your data? How do you tackle your data?
• On what three things are you focused on when organizing your data?

Michael Kirzhner, Associate Director, Brand Technology, Omnichannel Solutions, AbbVie

03:30 PM
Networking Break & Breakout Groups

04:00 PM
End of Conference

Sponsorship & Exhibition Opportunities 
Media Partners
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Pharma CX Tech Summit 2021!

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