Hosted in the Exhibition Area

Seth Painter, Director, National Accounts, Populus Media
Vijay Iyengar, Senior Director, Sales and Marketing IT Solutions, Eisai

Rich Schwartz, Life Sciences Industry Practice Lead, Medallia

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

The importance of technology as it applies to patient experience (PX) cannot be overstated. Almost every touchpoint on the patient journey is affected by technology in one way or another. Are we using it to optimize the patient experience? Can technology have a negative effect?

• How does technology enhance PX for your specific product/market/therapy/patient populations?
• When considering patient experience technology tech, what has changed in the past 12 months?
• How are you using technology to understand and act on customer frustrations?
• How can customer feedback and observation can drive better engagement/value in technology decisions?
• How do you connect ‘channels of choice’?

Susan Schwartz, Director of Sales, Cardinal Health
Erica Devine, Associate Director, Patient Experience Strategy, Otsuka
William Veltre, Director, Omni-Channel Experience, Strategy & Planning, BMS

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

Moderated by: Vijay Iyengar, Senior Director, Sales and Marketing IT Solutions, Eisai

Cal Austin, Innovation Customer Experience Lead, Pfizer

The ultimate customer experience comes when you leverage multi-modality of the metaverse and other realities. The future of customer experience design will require innovation for advanced approaches to meet the wants & needs of your customers.

Karen Root, Director, Experience Strategy, Boehringer Ingelheim

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

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?

Lars Merk, Senior Global Marketing Director, AstraZeneca
Vijay Iyengar, Senior Director, Sales and Marketing IT Solutions, Eisai
Geoff Chamberlain, Associate Director - Channel Activation and Integration, Sanofi
Corinne Yaouanq-Lyngberg, Director, Omnichannel Strategic Enablement, Commercial Ops, Novo Nordisk

Moderated by: Amy Turnquist, President, HBA Philly, Principal, North Highland

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. Three innovators 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?

Archita Bhansali, Chief Digital Health Sales, Teva
Erin Russell, Chief Product Officer, Curio Therapeutics
Daniel Wagner, Chief Commercial Officer, Spark Biomedical

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

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 innovation in social media and the state of the channel in 2022...and beyond.

• What’s the state of social with regards to commercial pharma? What' hot? What’s not? What has fallen out of favor in social media? 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 customer experience?

Stephanie Garrison, Head, Digital Marketing, Idorsia
Vanita Patel, Associate Director, US Marketing, Relief Therapeutics
Annmarie Carroll, Social Media Global Lead, AstraZeneca

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

John Lilliquist, SVP, Health, iHeartMedia
Mark Palma, VP, Advanced Audio & Data, iHeartMedia

NEWS ALERT: Marketing in the pharma sector is much different than marketing in the consumer world. Conservative corporate philosophies, strict regulatory environments and the myriad of individual patient situations are just a few of the reasons given for pharma’s perceived status as “5-10 years behind the rest of the world.” Through the lens of improving the customer experience, our panel investigates both the consumer & pharma sectors for insights on how the consumer space could impact the pharma industry…and vice versa.

• In terms of customer experience, what are some key differences between pharma & consumer?
• It’s easy to point out the differences, but what are some of the ways that pharma & consumer are alike?
• Recount some of the challenges you have encountered while trying to improve CX in your organization
• What technologies that can be leveraged to optimize CX in the consumer space can be rolled over into pharma?

Elyse Altabet, Director, Consumer Marketing, Novartis
Kirk Williamson, Consultant, Former Vice President Omnichannel, Alkermes
Jared Shechtman, Sr. Manager, Marketing Technology Solutions, Eisai
Joyce Ercolino, Director, Digital Excellence, Harmony Biosciences

Moderated by: Mary Lassiter, Digital Platform Operations Lead, Bayer