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

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

Gurjeev Singh, VP of Product, Ostro

Chris Randell, Director of Marketing, Endo

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

John Nosta, President, NOSTALAB

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

• 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?

Joe Falcone, (Former) Director, Modular Content Strategy & Execution, BMS

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

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

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.

• 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?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 

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

• 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