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7TH ANNUAL PHARMA CUSTOMER EXPERIENCE MANAGEMENT SUMMIT

1 – 3 SEPTEMBER 2020 | VIENNA
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Julien
PAHUD

International Customer Analytics Director

Ronnie
CHOUDHARY

Former Senior Director, Global Customer Strategy

Sandrine
PIOTELAT

Senior Director, Patient Experience Strategy & Implementation

David
YATES

Global Product Director

Jens
CHRISTMANN

Head of Marketing, Communication, Digital Business Transformation

Patrik
GRANDITS

VP, General Manager DACH

CONFERENCE TOPICS 2020

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • he evolution of pharma strategies to address the needs of patients as consumers
  • Precision medicine in oncology – The pharma’s new role in healthcare
  • Alternative ways to customise HCP communications – Smart Data and Smarter Analytics
  • Digital customer experience in pharma
  • Personalisation in CEM – The use of omnichannel in personalised marketing
  • Patient experience – Getting closer to the patient
  • Launch inspiration in the ever-changing environment
  • Building a holistic and cross-functional approach in pharmaceutical customer experience

DESIGNED FOR

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

  • Customer Experience
  • Customer Strategy
  • Customer Engagement
  • Customer Interaction
  • Patient Experience
  • Patient Engagement
  • Patient Relations
  • HCP Engagement
  • Digital Innovations
  • Digital Marketing
  • Multi-channel Management
  • Omni-channel Management
  • Marketing
  • Customer Services
  • Market Access
  • Customer Excellence
  • Customer Relationship Management
  • Patient Value
  • Customer/Patient Communications

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Smart Data and Smarter Analytics – Alternative Ways to Customise HCP Communications

Plethora of secondary data sources along with more advanced analytics, including ML and AI-based techniques, has opened novel ways to design and deliver different stages of a product launch.  This presentation will share how a firm can scale up segments and personas, and more importantly, personalise associated content and communication strategies.

  • Even with availability of large amounts of data and varied data sources, data continues to be in silos with glaring gaps, misses and inconsistencies in metric and data quality — hence SMART data and connected data is preferred over BIG (disparate sources of) data; and supplemented by smarter analytics
  • Understanding customer segment (needs, demands, gaps, etc.) is key to service customers and their needs and drive business growth
  • Personalisation of content and communication is efficient way to drive customer engagement while addressing their need and in turn, drive business growth
  • Advanced analytics utilising smart data sources (in-house and outside available) can help identify and classify customers into relevant (pre-established) segments without directly engaging with HCPs
  • Furthermore, sophisticated analytics can help score individual HCPs and project the segment population to a defined universe in a very non-intrusive fashion
  • Using ML/AI-based approaches to NLP (Natural Language Processing), we can process vast libraries of contents and bucket them into relevant themes and clusters
  • These themes of contents and communications can be directed to segments that exhibit stronger engagement and affinity towards them

Ronnie
CHOUDHARY

Former Senior Director, Global Customer Strategy

Sandrine
PIOTELAT

Senior Director, Patient Experience Strategy & Implementation

CASE STUDY / DAY 1

Delivering the Best Individual Experience to Patients

If we want to be successful, launching products is not enough anymore, we need to launch experiences. It sounds obvious but in our highly regulated and rather traditional industry, it requires a real change of mindset. Step by step, by establishing a strong collaboration between people from all parts of the organisation, through a strong alignment between strategy and execution, we will get there. We will climb the mountain which is in front of us. We will be proud to improve the experience of the people living with a disease.

  • Combining the “What” and “How”
  • Driving a transformation across the organisation through a systematic and multi-dimensional approach
  • Patient experience is everybody’s job but requires leadership to be successful
  • Technology as an enabler not the goal

CASE STUDY / DAY 2

Building a Holistic and Cross-Functional Approach in Pharmaceutical Customer Experience

In pharma we are moving away from traditional selling approach to a holistic and systemic view on our customers. Key for us in Daiichi Sankyo is costumer centricity: We work in small and agile cross functional teams to add real value. We aim to be recognised as trusted and preferred partner across the whole stakeholder landscape.

  • Paradigm shift: From sales to science in pharma
  • Cross functional project-based selling in small closely collaborating teams
  • Overall purpose is to add real value to our customers
  • Importance to be recognised as a valuable collaboration partner across the stakeholder landscape

Patrik
GRANDITS

VP, General Manager DACH

David
YATES

Global Product Director

CASE STUDY / DAY 2

Telling Patient Stories with Aardman Animations

Harnessing the patient voice is vital to learn more about the patient experience of COPD care and treatment. Storytelling can be a great way of engaging audiences and this is where Aardman come in! With the Academy® Award-winning studio, who created “Wallace & Gromit” and “Shaun the Sheep” we have used testimonials collected from real patients and clinicians to create a unique film designed to raise awareness of COPD and give patients a voice and chance to improve care for the next patient.

Where you get authentic characters, talking with the insight that can only come from people who really understand what living with COPD is like, then add some gentle humour, you get an emotional impact that makes people take notice, think, and then hopefully change their behaviour. We hope patients feel inspired by this animation to share their experience of living with COPD. Their stories could shape the way today’s patients, and those in the future, are cared for and treated. GSK in collaboration with Health Innovation Manchester and iWantGreatCare, the World’s largest independent patient feedback platform, patients can rate and review not only the care they received from their clinicians, but for the first time, review their prescribed COPD maintenance inhalers. The ambition is to ensure that patients have a voice to inform their health system, in turn leading to greater patient participation in how their care is provided in Manchester.

PRE-CONFERENCE WORKSHOPS

1 September 2020 I 15.00 – 17.00

Personalised Experience and Customer Centricity

  • How to deliver real-time, highly personalised experience?
  • Knowing the needs of an individual – learn about digital customer behaviour, preferences, emotions and expectations
  • Predict what your customers want before they even know they need it
  • Choosing the right time and the right platform for personalised messages
  • How to deliver a promise to a customer demanding first-class service in the era of hyper consumerisation

Global Shift to Digital Channels and Innovative Technology

  • The importance of well-created mobile app – user-friendly and clear
  • The rise of IoE – smart, connected devices that can improve CX
  • Remote online engagements complementing face-to-face relationships to bridge geographic barriers, provide flexibility, and allow more impactful conversations
  • You think you provide a good mobile experience. Do your customers think the same?
  • AR and VR as the next big platform: Meet the strategic differentiator

SPONSORS 2020

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2021 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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