The Pharma & Life Sciences Customer Engagement & Experiences Conference

1 October 2024 | Central London

Strategic, Meaningful & Impactful Innovations To Achieve Exceptional Customer Engagement & Experiences Across Pharma & Lifesciences

From Medical To Commercial To Marketing: Embracing AI & New Technologies, Navigating Compliance Updates & Using HCP, Patient & Stakeholder Trends, Insights & Feedback To Drive Improved Customer Experiences & Enhanced Engagement

08.15 Registration, Informal Networking & GIC Welcome

Morning Co-Chairs’ Opening Remarks

Ian Winburn, VP Global Medical Lead Strategic Planning & Impact, Pfizer

Fiona Morgan, Head of External Engagement, AstraZeneca

How To Achieve Best-In-Class 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?

Perspective 1

Tina Roos, Head of Business Intelligence & Customer Engagement, AbbVie

Perspective 2

Michelle Melka, Director, Global Product Strategy, Digital Transformation, Biomarin

What Is The Formula For Customer Success?

Panel & Q&A

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

Effective HCP Engagement

Panel & Q&A

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


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