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See breakdown of all you need to know about our Summit


  • The 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

It’s well known that pharmaceutical industry is a step behind in customer experience in comparison with other industries due to strong regulations. The world is transforming to digital and pharma has to transform as well. It’s time now to change the traditional mindset and shift to modern and personalised experience of all the pharma customers – from HCPs to patients.

The 7th Annual Pharma Customer Experience Management Summit will be the right place to meet the best CX experts from the top pharma companies worldwide, who will share their know-how and latest case studies. All the pharmaceutical professionals are invited to join this business conference and learn how to really understand the customer and achieve the best customer satisfaction. The main topics of this international pharmaceutical meeting are digital transformation in pharma, precision medicine and personalisation, HCP engagement, multi-channel optimisation, patient voice and patient experience, smart data and analytics, launch inspiration and holistic cross-functional approach in pharma.

This unique pharma customer experience event will definitely provide you with lessons learned and give you valuable tips shared by senior-level decision-makers. You will also benefit from remarkable networking opportunities due to limited seats of this business meeting. Do not hesitate and book the dates 1-3 September 2020 for this inspiring pharma customer experience conference in Vienna!


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



1 September 2020 – 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


7th Annual Pharma Customer Experience Management Summit
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