Vijay Iyengar, Executive Director, Global Digital Business Transformation: Sales, Marketing & Enterprise Strategy, Eisai

This panel will explore how pharma marketers are using AI to make HCP interactions more relevant, timely, and useful. Hear how AI can connect fragmented signals, uncover missed Rx opportunities, and help teams make smarter decisions across channels. The discussion moves beyond AI hype to the operating models, measurement frameworks, and capabilities required to turn intelligence into commercial impact.

• How is AI transforming HCP engagement and creating opportunities for smarter, more personalized interactions?
• How are HCP expectations evolving, and how can pharma build more meaningful, seamless, and trusted relationships?
• What should remain distinctly human in an AI-driven world, and how can pharma balance technology, empathy, and trust?
• What capabilities and success measures are needed to scale AI-driven HCP engagement and demonstrate business impact?

Kishan Kumar, Executive Director, Marketing - Hematology, Novartis
Jonathan Barrett, Sr. Director, Oncology Marketing, SUN Pharma
Brendan McHenry, Chief Revenue Officer - HCP Media, Doceree

Moderated by: Joe Falcone, Principal Advisor, Falcone Business Advisors

Customers are more successful when experiences align with their needs. Personalizing support, education, and engagement throughout the journey helps reduce effort and improve outcomes.

Faithe Toomy, Director, Voice of the Customer and Insights, Insulet

Static brand websites and one-way email leave patients and HCPs searching for answers, delaying critical care decisions. Explore how leading biopharmas use compliant, conversational AI to bridge this gap. In this session, learn how to navigate MLR alignment, scale across brands and therapeutic areas, and turn real-time patient and HCP questions into actionable insights that inform your content, refine overall marketing strategy, and drive high-value actions across the treatment journey.

Barry Greenstein, Digital Asset Product Lead, Takeda
Julio Rodriguez, Sr. Director, Digital Strategy & Customer Experience US Oncology, Gilead Sciences

Moderated by: Frank Cortez, Vice President of Accounts, Veeva Ostro

Pharma invests heavily in understanding the patient journey, from diagnosis and treatment initiation to access, adherence, and ongoing care. But patients don't always follow the pathways we've mapped out for them. Two patients with the same disease may arrive at diagnosis through entirely different routes. Some experience delays or barriers that aren't easily captured in traditional data. Others may be approaching an important treatment decision long before their needs become visible through conventional market analysis. What if the patient populations and opportunities we're overlooking are just as important as the ones we already understand? Advances in AI, predictive modeling, and longitudinal patient data are creating new possibilities for understanding how patients move through care, identifying emerging needs earlier, and uncovering patterns that traditional approaches may miss.

Join pharma commercial, patient experience, and analytics leaders for a candid roundtable on the blind spots in our understanding of patient journeys—and what a more complete picture could mean for commercial strategy and customer engagement. Panelists will explore where conventional patient journey models fall short, how emerging intelligence is challenging established assumptions, and what it could take to translate earlier insights into more relevant HCP engagement, patient support, and access to treatment.

The discussion will also confront the practical questions:

• How do we know which signals to trust?
• What can pharma responsibly do with predictive patient insights?
• And how might earlier understanding of patient needs change the way we plan, engage, and measure success?

Peter Chiappano, Director, Patient Excellence Digital Innovation Strategy & Solutions, Boehringer Ingelheim
Ray Madara, Principal Solution Architect, Pharma Technical Strategy., ODAIA

Moderated by: Richard Schwartz, Chief Evangelist and Founder, RX4CX

What does it take to move from a great customer insight to lasting business impact? In this interactive session, participants will work through Merck's Collaboration Pathway to solve a complex experience challenge, only to encounter the real-world barriers that often derail even the best ideas. We will explore how strategy, governance, measurement, culture, and operations work together to transform isolated CX projects into repeatable, scalable outcomes.

Travis Cozzie, Director, Patient Experience Innovation, Merck
Kara Hoisington, VP of CX Operations, MCorpCX

High-performing teams aren't defined by unique structures or processes. They're united by a clear mission, shared purpose, and a commitment to delivering exceptional outcomes. This session explores how leaders build a distinct "culture within a culture." One differentiated enough to deliver excellence and performance, yet connected enough to earn trust across the broader organization. Drawing on her experience in building organizations from the ground up, brand commercialization, building marketing excellence and market shaping capabilities inside an established culture, Christine Sakdalan will share how to establish new teams and capabilities while respecting organizational legacy and norms, why early visible wins matter more than comprehensive frameworks, and why leading through mission, not structure, is what ultimately earns alignment and results.

Christine Sakdalan, US Head, Marketing & Market Development, US Pharma, Boehringer Ingelheim

Every day brings another announcement from the world’s leading AI companies. Meanwhile, AI is fundamentally changing how people search, decide, engage and act across healthcare, and at a pace faster than most life sciences organizations can react to. This panel will challenge some comfortable assumptions about customers, trust, and pharma’s evolving role in an increasingly AI-shaped health ecosystem. The question isn’t whether AI will change the relationship. It is: who will define it?

• How is AI changing the way patients and HCPs discover, evaluate, and trust pharma brands?
• Which assumptions about customer engagement and trust does pharma need to rethink in an AI-shaped health ecosystem?
• As AI reshapes healthcare, how can pharma brands shape the customer relationship rather than risk losing control of it?

Jorge Herrera, Sr. Director, Omnichannel Engagement US, CSL Behring
Karthik Jayaraman, Head, IT - Commercialization & Digital, Tris Pharma
Joyce Ercolino, Sr. Director, Customer Engagement, (Former) Harmony Biosciences

Moderated by: Rishi Dixit, Head of Strategic Solutions and Innovation, Atlas

Putting an AI agent to work live, deciding where humans add value, and redesigning how CX work gets done.

Silvi Haldipur, Head of Customer Experience, Novo Nordisk
Barbara Salami, Chief Executive Officer & Co-Founder, KAINDLY

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

-The Evolving Pharma Landscape
-Foundation of Emerging Technologies in CX
-Balancing Automation with Emotional Intelligence
-Embedding Human Oversight in AI-Driven Decisions
-Align Personalization with Value, Lifecycle and Context
-Govern Data Usage and Prevent Personalization Fatigue
-Personalization that Builds Trust and Loyalty
-Key Commercial Operations Frameworks Supporting AI CX
-Focus on Collaboration and Creation

Peter Chiappano, Director, Patient Excellence Digital Innovation Strategy & Solutions, Boehringer Ingelheim

John Duffield, Author, Patient Survivor, Health Futurist, Signal Two

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

• Making patient and HCP communications genuinely accessible
• Designing digital brand experiences around the user's needs
• Moving beyond "compliance" toward meaningful accessibility
• Reaching audiences who are often overlooked by conventional brand experiences

Sherman Bausch, Founder & CEO, Capption
Steve Framil, Founder and CEO, AI1Y
John Duffield, Author, Patient Survivor, Health Futurist, Signal Two

Moderated by: Mary Lassiter, Director of Omnichannel Execution, CG Oncology