Discover How Pharma is Using AI & Other Technologies to Measurably Improve the Customer Experience for Patients and HCPs

The 8th Annual Pharma CX Tech Summit will bring together 25+ speakers and 125+ pharma marketing and customer experience leaders to explore how pharma is using technology - like AI, voice & chat, automation, and personalization - to measurably improve the customer experience. Hear 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.

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
The Nassau Inn
10 Palmer Square
Princeton, NJ 08542
Date & Time
November 18, 2025
09:00 - 05:30PM EST
Reception to Follow
PRESENTED BY
Highlights from last year's
Pharma CX Tech Summit 2024

• 33 Expert Speakers
• 15 Captivating Sessions
• 70.2% of Attendees from Pharma Industry


Speaking Faculty (2024)
John Nosta
NOSTALAB
John Perkins
GSK
Arooba Marks
pfizer
Chris Randell
ENDO
Joyce Ercolino
HARMONY BIOSCIENCES
Daniel Atieh
VISEVEN
Will McMahon
ASTRAZENECA
Gurjeev Singh
OSTRO
Matt Smith
IQVIA
Mary Lassiter
BAYER
Rich Schwartz
QUALTRICS
Lee Kim
PFIZER
Sherif Salti
SALTI
Glen Morris
BMS
Ryan Rosenberg
SANOFI
Matt Doyle
IQVIA
Peter Harbin
ODAIA
Stephen Framil
MERCK
Peter Chiappano
Boehringer Ingelheim
Joe Falcone
(FMR) BMS
Drew Diskin
DD STRATEGIES
Christine Duborg
HBA / ADVANCEAI
Nick Umnov
BMS
Amy Turnquist
HBA / North Highland
Jeremy Muratore
Construktion
Joseph Levenzon 
LEO PhARMA
Conference Agenda (2024)
08:00 AM
REGISTRATION OPEN
Welcome Breakfast

Hosted by:


09:00 AM
Opening Remarks from the Conference Chair 

Amy Turnquist, NA Operating Board, Director, Thought Leadership, Healthcare Businesswomen's Association 


09:05 AM
PANEL DISCUSSION 

Technologies Impacting the Patient Experience

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.

• How does technology contribute to the patient experience for your specific product, market, or therapeutic area?
• How can technology be successful in organizations?
• What kind of tools can we provide to patients to make their experience better (patient services, support, education, etc)? What kind of impact are they making?
• How areAI and other technologies being leveraged to personalize the patient experience?
• Looking to the future: What's next?

Will McMahon, Director, Omnichannel Strategy, AstraZeneca
Joyce Ercolino, Director, Digital Excellence and Customer Experience, Harmony Biosciences
Joe Levenzon, Associate Director, Patient Analytics, LEO Pharma

Moderated by: Drew Diskin, Digtal Growth Strategy & Change Management Executive, DD Strategies


09:35 AM
Learning from AI Innovations Across Industries

Gurjeev Singh, VP of Product, Ostro


09:55 AM
CASE STUDY

Mixed Reality- The Future of Surgeon Education is Here

Chris Randell, Director of Marketing, Endo


10:15 AM
PANEL DISCUSSION

To Optimize Tech, Don’t Focus on the Tech so Much

Many established players have over-indexed on digital technology and platform development, in efforts to develop a compelling customer experience, but often struggled to fully optimize their investments. While Tech clearly plays a critical role, a more holistic and integrated approach that also considers operational processes, digital talent, and capabilities, as well as data and insights is key.

• Understanding the importance of defining what’s in and out of scope for “digital” upfront.
• Perspectives on common change hurdles to digital transformations and why organizations tend to resist change.
• Observations on the execution pitfalls associated with executing a digital transformation, and what can you do to successfully navigate them.
• Thinking about the digital operating model and who needs to take accountability for delivering an end-to-end and joined up customer experience.

Arooba Marks, Pfizer Connect Customer Experience Lead, Pfizer
John Perkins, Head, Vaccines Commercial Operations and Strategy, GSK
Matthew Smith, Sr. Principal, New Commercial Models & Digital Health, IQVIA

Moderated by: Matt Doyle, Associate Principal, Digital Health & New Commercial Models, IQVIA


10:45 AM
Morning Networking Break

Hosted by:

11:10 AM
KEYNOTE PRESENTATION

Unlocking the Future of Thought: The Cognitive Age

John Nosta, President, NOSTALAB


11:45 AM
Kicking Content Delivery to HCPs and Patients into Overdrive

Pharma companies face a host of challenges when it comes to delivering content to HCPs and patients – from the MLR review process to silos created by complex (and often outdated) tech stacks. That’s why getting content out to these audiences often moves at a snail’s pace. Thankfully, content delivery doesn’t actually have to be a drag for pharma companies. This session will highlight how the right approach combined with the right technology will help you get HCPs and patients the content they need faster than ever.

Mark Melton, US Market Development and Partnerships Leader, Magnolia


12:05 PM
PANEL DISCUSSION

Using Modular Content, Data, and AI to Personalize Experiences at Scale

• What is modular content, and why should pharma marketers care?
• What is the state of modular content in pharma?
• Keys to getting started: Learning how to launch, create and experiment with modular content
• How are AI and data transforming content creation for pharma marketers?

Mary Lassiter, Digital Marketing Capability Lead, Bayer
Daniel Atieh, Head of eWizard, Viseven
Joe Falcone, (Former) Director, Modular Content Strategy & Execution, BMS

Moderated by: Jeremy Muratore, Founder & Principal Consultant, Construktion


12:35 PM
Networking Lunch

Hosted by:

01:30 PM
WORKSHOP

Building the Future of CX with Legos

In this workshop, participants will explore their own "customer experience"as well as building collective ideas on how to deliver memorable customer experience. Full hands on workshop.

Lee Kim, Design & Change Management Lead, Pfizer


02:20 PM
What Could You Do If You Knew?

Industry understands the operational data that surrounds engagements with patients and health professionals in digital, the field, at events, and in our contact and service centers. Operational (O-Data) - the clicks, visits, views, downloads, rep and MSL interactions tell us what our audience did. But what if we knew how customers felt, what was missing, where the experience fell short, and what they need next or even now from you? This is called X-Data. Combined with O-Data and an intention to act on feedback, X-Data brings us closer to customer's needs so we can become more effective, efficient, across our channels of opportunity.

Richard Schwartz, Principal, Life Sciences Head, Qualtrics


02:45 PM
Afternoon Networking Break

Hosted by:



03:10 PM
PANEL DISCUSSION

Using Tech to Enhance Field Force Capabilities

• What is the role of the field force in customer experience?
• How are field teams leveraging digital tools and analytics to improve the HCP experience?
• What are some examples of field force initiatives that have improved overall CX?
• How are field force teams personalizing their approach based on HCP preferences?
• What are some things you should not do with the field force?

Ryan Rosenberg, Director, Omnichannel Capabilities, Sanofi
Glen Morris, Director, WW Field Sales Platform Strategy, BMS
Pete Harbin, VP, Industry Solutions and Strategic Alliances, ODAIA

Moderated by: Amy Turnquist, NA Operating Board, Director, Thought Leadership, Healthcare Businesswomen's Association 


03:40 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


04:00 PM
PANEL DISCUSSION

Keys to Using Tech to Improve the HCP Experience

• Discuss the state of technology as it applies to engaging HCPs
• How is AI being leveraged to create a more responsive, personalized, and efficient HCP experience?
• What role does content play in HCP marketing, and how do you ensure it meets the needs of HCPs?
• What metrics matter most to evaluate the effectiveness of HCP marketing efforts?
• Examples of technologies, programs, or strategies that are optimizing HCP experiences

Peter Chiappano, Sr. AD, Patient Excellence Digital Innovation Strategy & Solutions, Boehringer Ingelheim
Nick Umnov, Director, Omnichannel Strategy, BMS
Sherif Salti, Founder and President, SALTI

Moderated by: Christine Duborg, Member Board of Directors, Vice President, Healthcare Businesswomen’s Association


04:30 PM
End of Conference

Reception / Happy Hour to Follow in Exhibition Area & Courtyard

Hosted by:
Sponsorship & Exhibition Opportunities
Sponsors & EXHIBITORS
MEDIA PARTNERS
Room Block at the PanAgora Pharma CX Tech Summit 2025
Venue: Nassau Inn, 10 Palmer Square, Princeton, NJ
This year's Pharma CX Tech Summit will take place at the historic Nassau Inn in downtown Princeton. A spacious, stylish hotel awash in boutique comfort and sophistication. The Pharma CX Tech Summit has a room block at the Nassau Inn for the night of November 17th.

To reserve a room at the discounted room block rate ($219/night plus tax). UPDATE: To book, you must call the hotel directly - (609) 921-7500 - and reference the "PanAgora Pharma CX Tech Summit Room Block" to be added to the room block.
Join Us at the PanAgora 
Pharma CX Tech Summit 2025!

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