Day 2 Agenda

09:00 AM

Co-Hosts Opening Remarks

Seth Painter, Director, National Accounts, Populus Media
Stephanie Garrison, Head, Digital Marketing, US, Idorsia

 

09:10 AM

PANEL: Patient CX Best Practices - What's Working? What's Not?

• Discuss the importance of the patient experience in 2023
• How does patient experience relate to your product / market / therapy area? Why does that matter (or not)?
• Share an example of how a patient experience has affected your product / market / therapy area
• Share an example of how data, analytics and technology play a role when considering the patient experience

Sabine Bejori, Global Director, Digital Innovation and Customer Experience, Merck
Chrissy Buckley, Sr. Manager, Digital Consumer Marketing, Endo
Chloe Taylor, Partner, HawkPartners

 

09:40 AM

Maximize the Value of Every Experience

As today’s world of healthcare and patient care become more complex, successful pharma brands are using data, AI-powered technology, and CX best practices to improve experiences by uncovering key patient insights and accelerating HCP results. In this session, you’ll learn how companies like you are using an integrated CX approach to improve experiences throughout the patient journey to quickly identify the most important areas for improvement, improve positive patient results, and drive staff development and performance excellence.

Jen Rubin, Head of Customer Success, InMoment 
Julia Dolgetta, Solutions Consultant, InMoment
 

 

10:05 AM

Keynote Presentation: Songs Of Impact

There is inspiration all around us.  As leaders we have to grab it and share it in order to make an impact for patients. As an executive in both the OTC and Pharma industry Luigi Cappello shares a unique perspective on patient experience and what it takes to succeed.  The industry is in a massive state of change and what it really needs is leaders that can connect the dots for patients and their respective company.  This doesn’t happen without experimentation, individuality and smart partnerships. Are you ready?

Luigi Capello, Head of General Medicines Foundation Business - US & Canada, Sanofi

 

10:35 AM

Networking Break

 

11:05 AM

 

PANEL: DTC + Omni = PX

The vision of an omnichannel strategy is to optimize experience with the patient at the center. Omnichannel seeks to figure out what motivates the individual and then tailor the experience to meet those needs. Emerging technologies like AI, machine learning, and predictive analytics are helping make this a reality. Our panel examines the state of affairs in these areas and discusses their application and benefit to the patient space:

• With regard to your therapeutic area, what does omnichannel mean to you?
• With a myriad of applications, how are you leveraging AI and other emerging technologies?
• What does 'Next Best Action' mean to you + the patient audience?
• What’s next in omnichannel for patients? This year? Next year? 2025…?

Alison Tapia, Sr. Director, Performance Marketing & Digital Innovation, Dermavant
Elyse Altabet, Director, Consumer Marketing, Novartis
Vanita Patel, Associate Director US Marketing, Relief Therapeutics
 

 

11:35 AM

The Personalized Patient Journey: A New Standard of Patient Centricity

With the democratization of information, and the increasing involvement of patients in their own care, companies in biopharma are integrating technology and advanced analytics solutions to move from a one-size fits all model of patient support, to a tailored patient journey that is specific to the needs, expectations, and barriers.
 
Josh Konetzni, SVP and Head of Business Development, VMS BioMarketing
 

 

12:00 PM

PANEL: The Patient Perspective

Hear from a panel of patients and advocates about their experiences with pharma - both positive and negative - and their recommendations for how pharma brands can better serve patients. Learn where the biggest gaps lie between pharma and patients, and what can be done through content, data, and technology to close the gap.

Moderated by: Trista Walker, President & CEO, BNO Inc., Clinical Quality Committee Chair, Thomas Jefferson University Health System
 

 

12:30 PM

 

Networking Lunch

 

01:30 PM

 

PANEL:  Responding to the Voice of the Customer 

 
• What are the benefits of a successful VoC program in pharma? What are the challenges of implementation?
• How can pharma improve listening to patients and anticipating their needs throughout their patient journey?
• How can pharma collaborate with patients to co-create better products and experiences together?
• What are the most effective data sources for Voice of Customer data?
• How are you incorporating data to support key VoC business decisions and determine what is resonating with your audience?

Sandy Sexton, Senior Director, DUPIXENT Consumer Marketing, Regeneron
Mariah Blevins, Patient Experience Manager, Customer Experience & Digital Innovation, GSK
Anna Subrizi, Associate Director, Universal Patient Language, BMS
 

 

2:00 PM

The Next Era of Brand Building: Multidimensional Storytelling

​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.

Kissa Fernandez, Creative Strategy Lead, Health, Meta

 

 

02:25 PM

PANEL:  Patient Experience + KPI + ROI

One of the most challenging aspects of customer experience is quantifying the effects that specific initiatives have with the audience. This panel will examine different methods of creating metrics and actionable insights from HCP experience programs.

• What types of metrics can currently be collected to evaluate patient experience? How useful are they? Or not?
• Examples of programs, measurement tools, or strategies that yield patient experience metrics, and overall impact.
• If you could measure anything....what is one metric that you would like to have?
• What are the inherent challenges in demonstrating ROI? How can we overcome them, or at least do better, in quantifying them?

Rob Britting, Senior Director, US Respiratory Marketing, Teva
Dayna Sracic, Commercial Operations Leadership Team, Chief of Staff, Endo
Richard Schwartz, Chief Patient Officer & Founder, RAPT Health
  

 

02:55 PM

Networking Break

 

03:25 PM

New for 2023: The Parade of Insights!

 
The Parade of Insights will feature a group of pharma experts, each presenting one slide for one minute, to share a CX best practice, insight, tip or trick as it relates to the pharma / patient experience.

Susan Harris, Strategic Customer Group, Retina/XLRP, Johnson & Johnson
Craig Hood, Manager, Channel Excellence, AstraZeneca
Sheetal Shah, Sr. Marketing Manager, Novo Nordisk
  

 

03:50 PM

PANEL:  Social Media + CX in Pharma

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 innovations in social media and the state of social media in 2023 and beyond.

• What’s the state of social with regards to commercial pharma? What' hot? What’s not? Discuss the “traditional” social media channels and their current impact.
• Discuss Influencers and the role they 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 CX?

Jaclyn van Deuren, Associate Director, Digital Marketing, Neurology, Eisai
Stephanie Douglas, Director, US General Medicines Omnichannel Media, Sanofi
Stephanie Garrison, Head, Digital Marketing, US, Idorsia
Linda Huss, Director, Corporate Affairs, Endo
 

 

04:20 PM

PX: Tailoring Medicine and Media for Patients

Over the last few years, the pharmaceutical industry has taken steps to become patient-centered. One example, Prasco is leading the cause for the epileptic patient experience with Spritam® (levetiracetam), utilizing Aprecia Pharmaceutical’s ZipDose® Technology to overcome adherence and difficulty swallowing challenges. Spritam is the first and only 3D printed drug approved by the FDA. The marketing challenge for Prasco is levetiracetam is not “new.” The way levetiracetam is delivered through a 3D printed tablet that is fast dissolving is what’s new. It’s Spritam. Enter successful omni-channel media strategy.

• The challenges of launching a Brand novel delivery method of a generic product
• Why Spritam focuses on patient media when many pharma companies prioritize HCP media first
• A strategic omni-channel media approach focused on reaching key audiences
• Encouraging patient self-advocacy
• Key channels with the biggest wins

Jennifer Zieverink, Vice President, Marketing, Prasco Laboratories
Lori Goldberg, CEO & Founder, Silverlight Digital

 

04:40 PM

Experience Everywhere.

Customer Experience can seem like an abstract concept. Sentiment, feelings and emotions can seem out of place in a data and evidence-driven world. But, in truth customer experience is everywhere, quietly setting the rhythms of our daily lives. In this session, we’ll dig into the transportation experience with Amtrak Acela to get a real world glimpse at how omnichannel customer experiences are integrated into our lives and how they can be the difference between good days and bad days.

Wayne Simmons, Customer Powerhouse, Customer Experience Leader, Bayer
 

 

05:00 PM

Closing Networking Reception / Happy Hour