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SPEAKERS

SAMPLE OF KEYNOTE SPEAKERS AND THEIR CASE STUDIES

Ronnie
CHOUDHARY

Senior Director, Global Customer Strategy

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

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

Sandrine
PIOTELAT

Senior Director, Patient Experience Strategy & Implementation

This year Summit will host speakers from the world’s leading companies.
See sample of key note speakers.

Ignacio
QUILES LARA

Director, Global Marketing and Commercial Operations

Ronnie
CHOUDHARY

Senior Director, Global Customer Strategy

Sandrine
PIOTELAT

Senior Director, Patient Experience Strategy & Implementation

David
YATES

Global Product Director

Sunita
PATNAIK

Director, Digital Engagement Team - Digital CX and Brand Optimisation

Carin
LANDSMER

Marketing Director

CASE STUDY / DAY 2

Precision Medicine in Oncology – The Pharma’s New Role in Healthcare

Which are the new industry value network partners for collaborative care? How can we create value through partnerships going beyond medicine? Can digital transformation optimise the customer experience?

  • In the new era of digital personalised medicine, matching the right patient with the right drug requires cross-functional stakeholder collaboration (pharma, healthcare practitioners, diagnostic, patients, suppliers, public institutions, tech innovators), as relationships are changing dramatically
  • Understand how all of us can collaborate, combine new digital strengths and establish a true partnership that will lead to better patient outcomes and cost-effective healthcare solutions

Ignacio
QUILES LARA

Director, Global Marketing and Commercial Operations

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.

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7th Annual Pharma Customer Experience Management Summit
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