Fiona Morgan, Head of External Engagement, AstraZeneca
Ian Winburn, VP Global Medical Lead Strategic Planning & Impact, Pfizer
Customer Engagement Case Study
How To Achieve Best-In-Class Customer Engagement Strategies Within The Pharmaceutical Industry
How can the medical and commercial sides of a pharmaceutical organisation come together to collaborate and create one consistent company customer experience?
Taking inspiration from outside the sector, how can we take inspiration from the B2C world and translate it into our regulated, complex and siloed industry?
There is so much room to improve customer engagement and experience in pharma and life sciences: how can we measure, benchmark and build improvements into customer strategies for 360° customer care?
09.10 Perspective 1
Ahmet Senturk, Customer Excellence Director , AbbVie Germany
09.30 Perspective 2
Michelle Melka, Director, Global Product Strategy, Digital Transformation, Biomarin
Customer Engagement Panel
Panel & Q&A
09.50 What Is The Formula For Customer Success? Align Medical, Commercial & Marketing Functions For One Consistent Customer Engagement Strategy
There is no silver bullet – but how can we break apart siloed internal mechanisms to align our goals to avoid conflict, duplication, waste of resources and all work towards same objective?
Customer needs influence every facet of medical, commercial and marketing strategy, how can we unite to unlock the full potential of data and insights to improve product development, brand strategy and launch success?
What will the pharma businesses of the future look like? Forecasting our future customer needs to develop long-term, flexible strategies with continuous improvement assessments baked into their design
Shreyash Jain, Associate Director – Commercial Digital & Innovation, International Region, AstraZeneca
Fernando J Campo, Vice President, Head Of Diabetes, Lilly
Further speakers to be announced, please check back for further updates.
10.20 Bonus Session; Reserved For Exclusive Conference Partner
10.50 Morning Break with Informal Networking
Keeping Pace With Evolving Regulations
11.20 Increase Collaboration With Regulatory, Legal & Compliance Departments For Coordinated, Compliant & Impactful Customer Strategies
Ensure customer teams and the wider organisation have clarity around the latest regulations, data privacy requirements and GDPR and HTA updates to understand exactly what is and isn’t possible when interacting with customers
New channel strategies: how to increase collaboration between marketing, commercial, medical and compliance when launching new channels
Content is king! Work towards collaborative content management and streamlined sign-off processes for promotional and non-promotional materials
Different appetites for risk: how can these be balanced internally to minimise conflict, increase cooperation and all work towards a common goal?
Eye to the horizon: what are the new regulations emerging which will impact our customer strategies?
Amit Aggarwal, Executive Director, Medical Affairs & Strategic Partnerships, The Association of the British Pharmaceutical Industry (ABPI)
Effective HCP Engagement
Panel & Q&A
11.40 Keep Pace With The Latest HCP Trends From New Tech To Old School Field Force Strategies, Where, When & How Should Pharma Interact With HCPs To Generate Optimum Responses & Engagement
The HCP is changing! How can you generate in-depth, useful insights into your HCP demographics and really unpick what is most key for them?
Is digital really the solution for time-poor HCPs? How, where and when do our comms land best with them?
What does value look like for HCPs and how can pharma cater to that – compliantly?
Review field force strategies to respond to post-COVID, telemedicine-receptive HCP strain to focus energy where it is going to land best
The salesforce represents an enormous spend for pharma – it’s time to review our strategies
What does the 2025 HCP customer journey look like? Map touchpoints, assess performance to cut waste and defunct tactics, thereby influence your ongoing strategies
Andrew Binns, Head, Digital and Innovation, AstraZeneca
Barry Daly, Head of Medical Excellence & Omnichannel UK & Ireland, Sanofi
Danie du Plessis, EVP, Medical Affairs, Kyowa Kirin
Ricardo Melo, Global Medical Strategy & Operations Senior Manager, Amgen
Henriette Lonkvist, Global Head of Customer Relationship Management, Ferring Pharmaceuticals
Maria Nasim, Chief Pharmaceutical Officer’s Clinical Fellow, UK Health Security Agency 23/24, NHS
Omni-Channel Customer Journeys
12.10 Breaking Down Siloed Working For Seamless Omni-Channel Integration & Holistic Customer Strategies Which Provide Consistently Excellent Experiences Throughout Every Company Interaction
Single channel overviews are a thing of the past! Breaking down siloes to increase cross-channel collaboration and develop holistic omni-channel strategies which support the entire customer journey
Becoming omni-capable to adapt your comms schedule and content to reflect not just your different audiences, but your different internal functions – from medical to marketing to commercial – and remain compliant!
Which tech is essential and which combinations work best? How can you review and refine your entire channel portfolio without suffering disruption to services?
Benchmark omni-channel strategy performance: what are the key metrics and measurement to determine customer strategy success levels
Ossama Ibrahim, Global Marketing Excellence & Capability Building Director, Merck
Digital Tools To Elevate Customer Engagement
12.30 Capitalise On Digital Tools & Platforms For Targeted Strategies Which Enhance The Pharma Customer Journey & Increase Engagement
The right tools in the right place – and for the right customer! Determine your audience’s needs, preferences and behaviours to matchmake them with the right platforms and deploy targeted, engaging digital strategies
From telemedicine to social media and apps, how can you explore and build the best digital channel mix for your needs
Making an impact? Measure progress, refine strategies and improve outcomes as your digital strategy evolves over time
Conor Riordan, Director Customer Service GSC – Europe, Middle East & Africa, Pfizer
12.50 Lunch & Informal Networking For Speakers, Delegates & Partners
13.20 Informal Breakout Discussions
a) Increasing Diversity In Clinical Trials Through Co-Creation
b) The Future Of The Field Force
c) Cookies & Collecting First Party Data
d) HCP Platforms: Sermo, Medscape, Doctors.net.uk and more!
e) Social Media Engagement: Opportunities, Regulation & Measuring Success
f) Customer Psychology
g) Impactful Content
h) The Formula To Win Leadership Backing
13.50 Afternoon Co-Chairs’ Opening Remarks
Danie du Plessis, EVP, Medical Affairs, Kyowa Kirin
14.00 Bonus Session; Reserved For A Life In a Day
Mark Doyle, Founder, A Life in a Day
Customer Data Strategies: Greater Insight, Greater Accuracy
14.15 Effective, Informative & Compliant Data Strategies Which Inform Customer Approaches & Achieve Increased Customer Engagement
Exploring the optimum way to compliantly build first-party data in pharma and life sciences for customer-centric experience and informed engagement strategy design
Fishing from your data lake: how can you acquire and collate quality data to be interpreted and leveraged for exceptional customer engagement tactics?
Establish good CRM management processes with your customer teams to enable accurate customer profiling and targeting which enhances experience
As the digital world pushes the potential boundaries of customer engagement, what can we do from a data privacy, compliance and ethical perspective as a pharmaceutical organisation
Delegate Discussion
Personalisation Strategies For Targeted Customer Approaches
14.35 The Push For Personalisation In Pharma: Responding To The Demand For More Refined, Targeted & Effective Customer Strategies Balanced Against Ethical & Regulatory Guidelines & The Need For Data Privacy Compliance
How can we achieve targeting, profiles and personalisation in the pharma and life sciences industry without having access to data? Can emerging technologies be used to support customer data enrichment, profiling and segmentation?
Build customer needs complexity and personalisation tactics into brand strategies from the very beginning
Identify the top channels and strategy design per customer segment – how can you ensure every interaction is as valuable as possible?
How can you generate useful, targeted information that busy, time-poor HCPs are most likely to engage with?
14.35 Perspective 1
Andrew Binns, Head, Digital and Innovation, AstraZeneca
14.55 Perspective 2
Ellina Tsymbal, Medical Director UK, Ireland & CEE, Otsuka Pharmaceutical (U.K.) Ltd
15.15 Bonus Session; Reserved For Exclusive Conference Partner
15.30 Afternoon Break With Informal Networking
16.00 Breakout Session
Customer Segment Zoned Breakouts: The Person I Most Want To Engage With Is A…
GP
HCP
Nurse
Pharmacist
Patient
Patient Advocacy Group
Internal Colleague Team
C-Suite
Government
General Public For Health Initiatives, Corporate Branding
Patient Engagement Strategies Spotlight
16.20 Increase Patient Engagement & Improve Outcomes With Patient-First Service Design
Fragmented data, regulatory boundaries, different therapy areas… how can you measure the quality of the patient experience?
Examine interaction points along the patient journey to establish exactly where resources, HCP contact and communications can be improved to achieve greater transparency, openness and trust with patients
Repair the disconnect between pharma and patient expectations with patient-centric, collaborative service planning which delivers plain-language materials and value-adding support services which empower patients
How can we bring pharma ever closer to patient engagement while maintaining ethical and regulatory boundaries?
What are the next innovations in tech, digital and AI which have good potential to aid the patient experience and outcomes?
Anastasia Roshchina, Head of Marketing, Haleon
Achieving Customer-Centric Cultures In A Commercial World
Panel & Q&A
16.40 Customer First: How Can We Ensure Customer Needs Are Truly Embedded Into Commercial, Marketing & Medical Affairs Strategies?
Beyond using customer satisfaction as a KPI, how can we engage customer facing teams to drive long-term, strategic improvements, not just short-term wins?
B2C businesses excel at getting employees bought into customer-first, so why does pharma struggle to spark that same level of customer centricity – and what can we do about it?
Transform the way your business views the customer on global, local and regional levels to embed customer-first mindsets and better respond to customer needs
Dr. Ridwaan Jhetam, Sr. Vice President, Head of WW Medical, Hematology, Bristol Myers Squibb
Jaymesh Patel, Global Nominated Signatory Director, AstraZeneca
Michelle Melka, Director, Global Product Strategy, Digital Transformation, Biomarin
Mehul Lakhani, Director Commercial Analytics International Strategic Operations, Novo Nordisk
Sophie Graham-Godet, Global Director, Omnichannel Marketing Capabilities, GSK
Ian Mullan, Health Systems Partner Community Lead, Roche Products Ltd
17.10 Closing Remarks & Official Close Of Conference