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6TH ANNUAL PHARMA CUSTOMER EXPERIENCE MANAGEMENT SUMMIT

2 -4 APRIL 2019, VIENNA
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Ahmed
SIDAT

Head of Digital & Multichannel

Tim
FISCHER

Director Customer Engagement Strategy - Multi Channel Excellence

Carl
SMITH

Sr. Director Marketing Institute and Customer Experience

Geoff
ROLLASON

Patient Experience and Service Director

Søren Smed
ØSTERGAARD

Vice President, Global Head of Digital Health

Luigi
CAPANI

Head of Customer Innovation – International

CONFERENCE TOPICS 2019

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • Tracking the progress on multi channels and delivering personalized messages
  • Patients as active participants in digital transformation
  • Customer centric pharma in the world of technology
  • Marketing journey of meeting the customer needs
  • Data analytics and transforming them into actions, re-shaping the presence on social media
  • Market Access in Emerging Markets, payers as the customers
  • Patients as research partners
  • Digital Healthcare – new revenue stream for pharma
  • Enhancing customer engagement
  • The added value delivered to the customers with the help of digital
  • Integrated Real World Data into care

DESIGNED FOR

Members of board, C-level, Senior Vice Presidents, Vice Presidents, Directors, and Heads of departments from pharmaceutical industry involved in:

  • Patient Engagement
  • Customer Engagement
  • Patient Experience
  • Customer Experience
  • Customer Excellence
  • Multichannel Engagement
  • Multichannel Strategy
  • Multichannel Excellence
  • Digital Experience
  • Digital Engagement
  • Marketing
  • Digital Marketing
  • Customer Centricity
  • Customer Connectivity
  • Customer Insight
  • Customer Interaction
  • Customer Operations
  • Customer Solutions
  • Business Unit
  • Brand
  • CRM
  • Digital Customer Analytics
  • Customer Data
  • Market Access

PHOTOS FROM THE SUMMIT

6th Annual /2 – 4 APRIL 2019, VIENNA

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Web Customer Engagement – How to Move to a Fully Intergrated End2End Engagement Environment

Every marketeer dreams of a 360 degree view on his digital touch points with his customers. The presentation will demonstrate how to get to an end-2-end connected environment for web touch points and the pitfalls along the way.

  • Why an end-to-end visibility of digital customer touchpoints becomes imperative
  • How to set-up the right solution architecture and interconnectivity to other digital channels
  • What are the pitfalls / watch-out points on this transformation journey
  • Key learnings and experiences from this digital transformation

Tim
FISCHER

Director Customer Engagement Strategy - Multi Channel Excellence

Carl
SMITH

Sr. Director Marketing Institute and Customer Experience

CASE STUDY / DAY 1

Developing Marketing Capabilities to Meet Evolving Customer Needs

Marketing teams that adapt to future needs and unforeseen threats will succeed by design.  The struggle that marketing leader’s face is being able to assemble the right mix of skills and capabilities for agility, relevance and growth. Environmental pressures and changing customer expectations demand that leaders of the function continuously evaluate the skills of in-house teams and outsource partners.  This requires an assessment of capabilities to satisfy changing needs and smart choices about how to source and organize those capabilities. During this session I will outline the journey Lilly Marketing is taking to better meet evolving customer needs.

  • Pharma marketing has relied heavily on traditional methods of promotion (sales force and direct sales to consumer in US)
  • However, customer needs have and continue to evolve which is disrupting the traditional commercial model (i.e. physician access has declined by 50%) which requires a new way of doing things.
  • We sought to answer 4 questions: What does Lilly Marketing stand for? (Marketing Vision); What skills do we need to realize that vision? How do we develop and acquire those skills? How should we organize points of application?”
  • Points of application

CASE STUDY / DAY 2

Co-Creation and Collaboration – Improving the Experience of Cancer Patients

Pfizer Oncology in the UK believes very strongly in shifting from a transactional relationship with patients and clinicians to a more collaborative approach and co-creating services that are delivered for patients first and foremost. The Patient Experience Team within Pfizer UK Oncology is dedicated to developing the necessary relationships to making this happen and through this to helping bring about recognisable and quantifiable improvements in patient care.

  • The Pfizer UK Oncology philosophy
  • Stakeholder engagement – not just lip service
  • Understanding before resolving
  • What does a good outcome look like to us?

Geoff
ROLLASON

Patient Experience and Service Director

Søren Smed
ØSTERGAARD

Vice President, Global Head of Digital Health

CASE STUDY / DAY 2

Digital Health in Diabetes – It‘s not about the App

It is time for pharma companies to look beyond impacting the prescription decisions and take responsibility for ensuring people maximise the benefit of the medications they take – in the real world. Digital Health is growing up and the winning solutions of the future are those that can demonstrate improved health outcomes. Taking point of departure in how each individual person take their medication and correlating that with other data sources will dramatically improved outcomes for people with diabetes. To unlock these opportunities, we need more than an app – we need to design treatment interventions along the patient and HCP journeys.

  • Hear about the scalable opportunity of N=1 and why taking point of departure in improving treatment for each individual is the next frontier
  • How taking point of departure in how people use the medication can improve health outcomes
  • Hear why time-limited treatment interventions should be the focus of Digital Health solutions
  • Hear how to design the customer experience along the patient and HCP journeys to improve health outcomes for people with diabetes

Workshop A
2 April 2019 I 15.00 – 16.00

From touchpoints to journey

  • Meeting and exceeding customers’ expectations across their journey leading to a better brand perception and customer satisfaction
  • Creating compelling stories and experiences enriched by strong content
  • Following the customer journey and taking the targeted actions
  • What are the key steps to increase the brand awareness
  • Mapping the customer journey and analysing data, measuring the satisfaction

Workshop B
2 April 
2019 I 16.00 – 17.00

Digital Transformation and Technology in CEM

  • Choosing the right technology and tools in order to provide better experiences
  • What is the value delivered to the customers with the help of digital?
  • How do we support our customers during digital transformation?
  • Do all the customers want to become digitised?

SPONSORS 2019

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2020 EDITION

Provide us with your contact details and our team will get back to you with all the updates regarding the upcoming edition of this event.

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