BEGIN:VCALENDAR VERSION:2.0 PRODID:icalendar-ruby CALSCALE:GREGORIAN BEGIN:VEVENT DTSTAMP:20240329T082501Z UID:bb2d29e2-8456-4d3e-b347-f2ad99886640 DTSTART:20210330T080000 DTEND:20210331T080000 CLASS:PRIVATE DESCRIPTION:\n
HOW CAN PHARMA IMPROVE
CUSTOMER EXPERIENCE?
\n&mdash\; STRATEGY &mdash\; CONTENT &mdash\; TE
CHNOLOGY &mdash\; INNOVATION &mdash\;
 \;
\n\n< span style="color:#000000\;">Join us on March 28-29 in Summit\, NJ for the leading customer-experience event in pharma
\n\n \;
\ n\nLEARN FROM CX EXPERTS HOW PHARMA BRAND S CAN IMPROVE CUSTOMER EXPERIENCE IN A SYSTEMATIC\, MEASURABLE AND PROFITA BLE WAY
\n\nTHE LATEST INSTRUCT ION\, STRATEGY AND ACTIONABLE INSIGHTS FROM DIGITAL EXPERTS IN PHARMA AND OTHER INDUSTRIES
\n\n----------
--------------------
\nAbout the Conference
\n------------------
------------
\nThe Pharma Customer Experience Summit is a senior-leve
l business conference designed to help identify\, \;
\nprioritize
and solve key operational challenges that impact the customer experience
in pharma. \;
\nThis two-day event will bring together 125+ pharm
a marketing\, sales &\; IT executives to discuss strategy\, network and
propel pharma to customer-centricity.
KEY TOPICS
\n*Customer Experience: Create a Holistic Mult
ichannel Approach to Engage Patients &\; HCPs
\n*Patient-Centricit
y: Create a Dynamic\, Patient Experience Across All Touchpoints
\n*Ph
ysician/HCP Engagement: Strategic Insight to Engage HCPs via Emerging Chan
nels
\n*Content Marketing: Engage Customers on Their Terms by Providi
ng Valuable Content
\n*Context Marketing: Leverage Data to Target Cus
tomers &\; Drive Strategy
\n*Outside Industry: Learn the Latest St
rategic Insight from Travel\, Banking &\; Media Experts
Hear from 25+ leading digital customer
experience experts \;
\nand A senior-level industry led audience
.
--------------------
\nTHE FACULTY
\n--------------------
\n12 pharma CX experts
\n8 experts from the CX field
\n4 CX/UX gurus from other industries
--------------------------
\nTHE EXPERIENCE
\n--------------------------
\n* \;Co
llaboration.
\n* \;Networking.
\n* \;Learning
\nTo
foster this environment\, attendance is discounted for pharma/med device c
ompanies to ensure this is an industry-led event.
\nExpect to join 12
0 of your pharma marketing colleagues with limited vendor attendance.
-------------------
\nTHE
FORMAT
\n-------------------
* \;Fast.
\n* \;Engaging.
\n* \;Effective.
Content-Driven Sessions
\nPlenty of Networking Breaks
\nFull Lunch &\; Breakfast Included<
br />\nReception to Follow
-------------
\nAGENDA
\n-------------
Day One &ndash\; March 28
\n\n8:00 &ndash\; 8:58 am Conference Registration Open
\n\nWelcome Breakfast &ndash\; Br eakfast\, Coffee and Refreshments Served
\n\n8:58 &ndash\; 9:04 am Opening Remarks from Conference Emcee< /span>
\n\nSeth Painter\, Business Con sultant\, HealthLink Dimensions
\n\n9:04 &ndash\; 9:34 am Intelligence Everywhere: Chatbots\, AI\, and Bu siness Transformation
\n\nA yea
r ago\, AI was a technology conversation. Today it is a business conversat
ion layered with considerations about workforce realignment\, strategic pi
vots\, budget reallocation and user experience. This presentation
\np
rovides a common sense narrative based on practical experience on the cult
ural\, technical and philosophical challenges of implementing AI and trans
forming your business.
\nJennifer Snell\, Vice President\, Next IT He
althcare
\n9:34 &ndash\; 10:09 am How GSK is Modernizing the Pharma B
usiness Model
The healthcar
e industry is going through a period of intense change\, including the pha
rmaceutical sector. Evolving societal expectations and greater competition
are fueling opportunities to rethink the status quo and embrace the futur
e with convenient\, on-demand\, digital access to information and services
. Learn how GlaxoSmithKline is addressing this challenge and modernizing i
ts business model on a global scale.
\nLaura Longstreth\, Lead Direct
or\, IT Marketing\, GlaxoSmithKline
\n10:09 &ndash\; 10:44 am CX Desi
gn: Next Generation Digital and Brand Experiences
Atomic design is a new methodology that creates a s
ystem of elements that can be combined to create increasingly complex elem
ents that are used to create a consistent brand look and feel across any d
igital platform. Learn how Citi is modernizing its digital work flow\, plu
s recommendations for the pharma
\nStephen Gates\, Global Head of Des
ign\, Citi
10:44 &ndash\; 1
1:04 am NETWORKING BREAK
\n11:04 &ndash\; 11:34 am PANEL: Design Thin
king for Improving and Innovating Customer Experiences
&bull\; Keys to building better customer exper
iences in healthcare
\n&bull\; Designing experiences that provide val
ue and engage customers
\n&bull\; Identifying and improving weaknesse
s in customer journey mapping
\nCordy Swope\, Sr. Director\, Insights
&\; Experience\, Johnson &\; Johnson
\nJoyce Ercolino\, Digita
l Business Leader and Strategist
\nFrancis Beaudet\, Interaction Desi
gner\, Macadamian
11:34 &nd ash\; 12:04 pm The New Health Customer
\n\nWe are at an inflection point in the history of health. Dramat
ic technological innovation\, the mass consumerization of healthcare\, the
power of women over healthcare decisions\, and the influence of new gener
ations of decision makers have created a moment ripe for change. To succee
d in today&rsquo\;s healthcare
\nindustry\, it&rsquo\;s vital to unde
rstand the new health customer.
\nLynn O&rsquo\;Connor Vos\, Chief Ex
ecutive Officer\, ghg | greyhealth group
12:04 &ndash\; 12:34 pm PANEL: Shaping the Multi-Channel Cus tomer Experience
\n\n&bull\; De
termining the most effective channels and messaging strategy
\n&bull\
; What are the biggest MCM challenges for pharma marketers?
\n&bull\;
Innovative CX case studies and pilot programs &ndash\; what&rsquo\;s work
ing?
\nAlison Tapia\, Associate Director\, Multichannel Marketing\, A
llergan
\nLisa Britton\, Customer Experience + Innovation Leader\, As
traZeneca
\nKristina Lynn\, Former Sr. Manager\, Multichannel Marketi
ng\, Purdue
12:34 &ndash\;
1:39 pm NETWORKING LUNCHEON
\n1:39 &ndash\; 2:09 pm Exploring a New P
atient and HCP Journey Model
The space in which patients and HCPs navigate while making treatment dec
isions is complex and intertwined. Yet\, brands often plan patient and HCP
marketing efforts in silos. The goal is to encourage positive patient and
HCP conversations and the hope is each individual team&rsquo\;s efforts l
ead to a dialogue. But hope is not a strategy. In this session we&rsquo\;l
l discuss Butler/Till&rsquo\;s model for how patients and HCPs learn about
treatment options and their efficacy\, how brands can follow through on t
he patient/HCP conversation\, and how to identify the key stages where bra
nds should focus their communication efforts.
\nMike DiCaprio\, Direc
tor\, Strategic Planning\, Butler/Till
\nNicole Hamlin\, Account Supe
rvisor\, Butler/Till
2:09 & ndash\; 2:39 pm What You Don&rsquo\;t Know You Don&rsquo\;t Know About You r Customers...
\n\nLet&rsquo\;s
get back to basics here. We all know you can&rsquo\;t innovate unless you
have
\na solid foundation in place. Are you taking full advantage of
all the digital tools
\nin your arsenal? Of course not. Your markete
rs don&rsquo\;t even know the difference
\nbetween SEM and SEO\, much
less how to use them to mine for valuable
\ninsights. Are you listen
ing in social media - not just to inform your digital
\ninitiatives\,
but to support a truly multichannel approach? You should be. Let&rsquo\;s
\nlearn what we need to learn\, and identify what others around you
don'\;t know
\n(but should know) to know your customers.
\nZo
e Dunn\, Principal\, Hale Advisors
\n2:39 &ndash\; 3:09 pm Designing
For The Emotion of Healthcare
Human emotions are incredibly complex and interactions regarding our he
alth
\nare weighted heavily with emotion. When designing the patient
journey and
\nexperience\, taking emotions into account should be a k
ey component in the
\nprocess. Hear about the application of techniqu
es like ethnography\, user
\ntesting\, personas and co-collaboration
that allow the designs to cater to the
\nemotional experience of the
patient. At its core\, design is about understanding
\npeople. We&rsq
uo\;ll share specific case study examples and learnings from several
\nhealthcare clients on what happens when designers incorporate psychology
\,
\nbiology\, and customer insight to take a truly human-centered ap
proach.
\nLauren Krabbe\, Lead Experience Architect\, Effective
3:09 &ndash\; 3:29 pm NETWORKING
BREAK
\n3:29 &ndash\; 3:59 pm PANEL: Emerging Technology for Healthc
are Marketers
&bull\; Appli
cations for digital health in branded/unbranded marketing
\n&bull\; E
xamining the role of mobile technology in the customer experience
\n&
bull\; Existing digital technologies and their impact on healthcare market
ing
\nEric Steager\, Director\, Corporate Innovation\, Independence B
lue Cross
\nPhil Coggshall\, Former Associate Director\, Consumer Mar
keting\, Merck
\nQusai Mahesri\, Founder &\; Managing Director\, X
pediant Solutions
3:59 &nda sh\; 4:29 pm Don&rsquo\;t Just Deliver Support\, Ochestrate on Experience< /span>
\n\n&bull\; Common challenges i
n building and running patient support programs
\n&bull\; Tools and t
echniques for zeroing in on patient/caregiver/HCP needs
\n&bull\; Suc
cess factors in designing and optimizing a support experience
\nGreg
Klein\, Managing Partner\, Nuvera Life Science Consulting
\nFarris Ib
rahim Director\, Nuvera Life Science Consulting
4:29 &ndash\; 4:59 pm FDA Update: Life Under the New
Trump Administration for Pharma Marketers
\nThis talk will review the
impact of the latest moves by the administration on
\nthe pharma ind
ustry and discuss the latest developments from the FDA.
\nDale Cooke\
, Regulatory Expert\, President\, PhillyCooke Consulting
\n4:59 &ndas
h\; 5:29 pm PANEL: Patient Engagement - Keys to Connecting with Patients\n&bull\; Examining the effectiveness of beyond the pill services
\n&bull\; Where do you think pharma is on the adoption curve of CX?
\n&bull\; What are some of the challenges faced when starting CX?
\n&
bull\; How do you build internal skills and stakeholders?
\n&bull\; W
hat does success look like?
\nLoius Zollo\, Director\, Global Portfol
io Development\, Teva
\nMike Edwards\, Sr. Director\, Patient Marketi
ng\, LEO Pharma
\nCheryl Roche Alexander\, President\, Enlightened Co
nsulting
5:29 &ndash\; 7:00 pm NETWORKING DRINKS RECEPTION
\n\nEND OF DAY ONE
\n\nDay Two
&ndash\; March 29
\n8:00 &ndash\; 8:58 am Conference Registration Op
en
Networking Breakfast &nd ash\; Breakfast\, Coffee and Refreshments Served
\n\n8:58 &ndash\; 9:08 am Day One Recap from Conference Chairman
\n\nSeth Painter\, Bus iness Consultant\, Healthlink Dimensions
\n\n9:08 &ndash\; 9:38 am What Takes CX to the Next Level? H2H span>
\n\nCX is about creating opportu
nities by understanding your customers journey.
\nH2H (Human-to-Human
) marketing is how your brand speaks to your
\ncustomers along that j
ourney. Using digital and research tools\, you can craft
\nmeaningful
content to engage with your audience with empathy and
\ncompassion.
We will define their respective roles\, twelve basic tenets of H2H\,
\nand end on ten questions you should ask when starting your own CX journe
y.
\nAlfred O&rsquo\;Neill\, Principal\, Harbinger Associates<
/p>\n\n
9:38 &ndash\; 10:13 am BMS Case St
udy: Co-Creating Healthcare Communications with Patients
\nThe Univer
sal Patient Language (UPL) is a set of resources to help
\ncommunicat
e complex topics with patients. We developed the UPL to
\nprovide pra
ctical tools and guidance to teams within BMS and their agency
\npart
ners who create patient communications.
\nIn 2021\, Bristol-Myers Squ
ibb decided to make the UPL an open-source
\ncapability\, sharing it
with anyone who is interested in working on patient
\ncommunications.
The UPL was created\, and evolves\, with collaboration
\nfrom patien
ts\, caregivers\, advocates\, healthcare practitioners\, and
\ncommun
ication and visualization experts in co-creation sessions&mdash\;
\nw
orkshops where participants build prototypes of new patient
\ncommuni
cations.
\nIn this presentation we will walk through one of the first
applications of the
\nUPL&ndash\;redesigning how Drug Safety Informa
tion (DSI) for certain medications
\nis communicated. The goal was to
apply the UPL to create a version of DSI
\nthat would be more engagi
ng for patients to read.
\nElizabeth Turcotte\, Director\, Patient HU
B\, Bristol-Myers Squibb
10 :13 &ndash\; 10:43 am Simple Is The New Hard!
\n\nIn a day with a lot of innovation\, diverse solutions a
nd resource challenges
\nfrom clients\, how do you create focus on wh
at is important ...driving the
\nbusiness? How do you spend less time
and resources building and more
\ntime marketing? How do you balance
the &ldquo\;build&rdquo\; with the &ldquo\;promotion&rdquo\;?
\nComp
anies must select technology stacks and vendors that automate
\nproce
sses\, simplify data connections so the focus can be on driving the
\
nbusiness not establishing an infrastructure. But to make it work companie
s
\nmust fight the urge to customize and limit configuration. They ne
ed tools
\nand partners that have a &ldquo\;bank&rdquo\; of tools to
meet a variety of business needs
\nand that are scalable.
\nQusa
i Mahesri\, Founder &\; Managing Director\, Xpediant Solutions
p>\n\n
10:43 &ndash\; 11:09 am NETWORKING
BREAK
\n11:09 &ndash\; 11:39 am BMW WORKSHOP: The Power of Hello
In this day of technology\, ove
rbooked schedules and multi-tasking\, we too
\noften forget the basic
common courtesies of human interaction that could
\nlead to an excep
tional customer service experience. In the luxury automotive
\nindust
ry\, this was ever present at the end of 2021 and it became my mission
\nto create and educate our partners around the &ldquo\;Power of Hello.&
rdquo\;
This presentation w
ill encourage each participant to examine who they are
\nand how they
want to be perceived. In this interactive session\, we discuss
\nrea
sons why &ldquo\;Hello&rsquo\; has become secondary and how to reframe our
\nperspective to reengage our family\, our colleagues and ultimately
our
\ncustomers. What seems to be a very simple concept has the powe
r to
\nchallenge the audience around their human interactions and the
ir desire to
\ndeliver the ultimate experience to their customers.
\nAfter the session\, each participant will better understand: 1. How t
hey want
\nto be perceived as a human being vs. what is happening wit
h the other
\nperson. 2. How &ldquo\;The Power of Hello&rdquo\; is ab
out possibility and opportunity vs.
\njust a pleasantry. 3. How &ldqu
o\;Hello&rdquo\; may create higher customer satisfaction
\nand loyalt
y. &ldquo\;The Power of Hello&rdquo\; is relatable\, thought provoking and
a
\nchange agent. I will share our journey that started as a convers
ation and
\nthrough a dose of inspiration and passion has become a mo
vement inside
\nour organization. &ldquo\;The Power of Hello&rdquo\;
will inspire your participants into
\naction by breathing life into s
imple acts of kindness.
\nJacqueline Jasionowski\, Customer Experienc
e Lead\, BMW North America
11:39 &ndash\; 12:09 pm An Effective Patient Engagement Strategy
\n\nIt has been said that patient engage
ment is the holy grail of healthcare\, but
\nwhat is it and who&rsquo
\;s doing it? Everyone is talking about it\, although we can&rsquo\;t
\nagree on what it is. Depending on you talk to\, the term can be used to
\ndescribe everything from patient portals\, social media strategies
\, using
\nwearable&rsquo\;s to track vitals to patients actively eng
aging in their own health
\nand wellness. In this sessoion\, hear sev
eral perspectives on patient
\nengagement including how it has evolve
d\, where it&rsquo\;s heading and why it&rsquo\;s
\nimportant.
\
n&bull\; The pharmaceutical marketer&rsquo\;s perspective
\n&bull\; T
he provider&rsquo\;s perspective
\n&bull\; The payer&rsquo\;s perspec
tive
\nCheryl Roche Alexander\, President\, Enlightened Consulting
12:09 &ndash\; 12:39 pm If Yo
ur Marketing Looks the Same as 5 Years Ago You Really Are Not Focused
\non the Patient
\n&bull\; Today&rsquo\;s marketing goal has to bala
nce the needs of patient vs the needs
\nof the brand
\n&bull\; T
o impact health outcomes and the end-user are essential elements
\n&b
ull\; Who is the end-user\, anyway?
\nDyan Bryson\, Patient Advocate\
, Health Inspired Strategies
12:39 &ndash\; 2:00 pm NETWORKING LUNCHEON
\n\n
\n
 \;
\n\n< h4> \;\n \;
\n \;
\n\n \;< /p>\n\n\ n
Director\, Global Portfolio Development\, \;
Directo r\, Patient Hub\, \;Bristol-Myers Squibb
\nGlobal Head of Design\, \;Citi
Associate Director\, Mar keting\, \;Allergan
\nSr. Director\, Patient Marketing\, \;LEO Pharma< /span>
\nDigital Business Leader and Strategist
\nPresident\, \;Enlightened Consulting<
/p>\n
\n\n\n
Lead Director\, IT Marketing\,  \;GlaxoSmithKline
\nLead Experience Architect\, \;Effective
\nAccount Supervisor\, \;
President\, \;ghg | greyhealth group
\nSr. Director\, Experience Strategy\, \;< strong>J&\;J
\nVice Pr esident\, \;Next IT Healthcare
\nDirector\, Innovation\, \;Independence Blue Cr oss
\nDigital Lead\, Emerging Markets\, \;Pfizer
\nManaging Director\, \;
Business Director\, \;HealthLink Dimensions
\nPresident\, \;Phil lyCooke Consulting
\nPrincipal\, \;
Principal\, \;Harbinger Associates
\nCustomer Experience Lead\,  \;BMW
\nInteraction Des igner\, \;Macadamian
\nDirector\, Strategic Planning\, \;Butler/ Till
\nCX + Innovation Leader \, \;AstraZeneca
\n\n \;
\n\n& nbsp\;
\n\n---------------------------
-----------------------------------------
\nOrganising company : PanA
gora Conference Group
\nPlease contact the event manager Marilyn (mar
ilyn.b.turner(at)nyeventslist.com ) below for: \;
\n- Discounts f
or multiple participants.
\n- Require a price quotation.
\n- Req
uire to pay by wire transfer or PayPal
\n- Invitation letter for visa
applications
NO REFUNDS OR
TRANSFER ALLOWED ON REGISTRATIONS \;
\nService fees included in
this listing.
\n-----------------------------------------------------
---------------
\nThis Event is Brought to You by: \;
\nPanA
gora Conference Group - NewYorkEventsList
\nhttp://www.NyEventsList.c
om
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t.com
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