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5th Annual Pharma Customer Experience Management Summit

10 - 12 April 2018 - Vienna
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PAST SPEAKERS

SEE THE PREVIOUS SPEAKERS & CASE STUDIES

Philippe
KIRBY

Director, Customer Engagement Platform

Priya
KHULLAR

Head of Customer Experience, Insight and Multichannel Engagement

Danny
DONKERS

Therapeutic Area Director Respiratory Benelux & Nordics

Patric-Alexander
JARCHOW

Head of Global Multi-Channel Strategy and Execution

Parul
KUMAR

Global Head of Patient & Stakeholder Engagement

Klara
ZIMMERMANN

Nordic Brand Manager

CONFERENCE TOPICS 2018

LOOK AT THE TOPICS THAT WERE DISCUSSED

  • How is customer centricity changing pharma CEM?
  • Collecting data and feedback strategy to provide personalized experience
  • The rise of chatbots in the business
  • Modern ways of interacting with payers, providers and patients
  • Social media and apps to attract millennials
  • Progressive ideas for boosting business with multichannel strategy
  • Customer engagement in digital world
  • Designing a customer-centric digital transformation
  • mHealth and the use of digital technologies

DESIGNED FOR

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

  • Patient Engagement
  • Customer Centricity
  • Customer Connectivity
  • Customer Experience
  • Customer Insight
  • Multichannel Engagement
  • Customer Interaction
  • Customer Operations
  • Multichannel Strategy
  • Multichannel Excellence
  • Digital Experience
  • Marketing
  • Customer Solutions
  • Customer Excellence

CASE STUDIES

PAST CASE STUDIES INCLUDE

CASE STUDY / DAY 1

Establishing a customer engagement ecosystem in a digital world

Bringing your multiple customer touch-points together to provide a seamless customer experience is essential in today’s digital world, as individual behaviors have drastically evolved across all demography and classes of society. Customer expectations have changed and companies must adapt to deliver an experience that will be valued and relevant as well as returning insights that will drive profitability. A well designed customer engagement ecosystem will enable companies to achieve a seamless and personalized experience and fully leverage the value of digital.

  • What are the key components?
  • What is critical to delivering a seamless customer experience?
  • What do you standardize and what do you localize?

Philippe
KIRBY

Director, Customer Engagement Platform

Priya
KHULLAR

Head of Customer Experience, Insight and Multichannel Engagement

CASE STUDY / DAY 1

Measure the customer experience across every channel

Developing a clear and seamless picture of the customer experience for responsive, customer-centric strategies which deliver results.

  • Building a 360 view of the customer
  • Determining the next best action
  • Predictive behavior modeling

CASE STUDY / DAY 2

Social selling in pharma: from theory to daily practice

More and more pharma companies come to the same conclusion that the way sales force used to work, does not meet customer needs with all consequences like continuous decrease in acces to HCP’s. Being aware is a first step, but then? A lot of companies struggle how to integrate new approaches in current sales teams not to mention all legal aspects, etc. In this presentation I would like to tell you how we made in Teva a first step in transforming our sales teams and the way they work.

  • What is social selling?
  • What does it bring?
  • What does it mean for daily work of sales reps?
  • What competencies are required?
  • How to get there?

Danny
DONKERS

Therapeutic Area Director Respiratory Benelux & Nordics

Patric-Alexander
JARCHOW

Head of Global Multi-Channel Strategy and Execution

CASE STUDY / DAY 2

From global strategy to local execution

Giving the audience a glance at our Global to Local approach. At the same time aiming to speak for more customer focus and customer centricity around everything we do. The use of data and insights to optimize the engagement.

  • Global role in local environment
  • Customer centric thinking as a key for any development
  • Break silos cross-country and cross-brand
  • How to optimize operations to enable country execution
  • Analytics and insights to further optimize

SPONSORS 2018

A SPECIAL THANK YOU TO OUR SPONSORS

STAY UPDATED FOR THE 2019 EDITION

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