PANAGORA PHARMA CUSTOMER EXPERIENCE SUMMIT 2016

Transcription

1 March 16, 2016 PANAGORA PHARMA CUSTOMER EXPERIENCE SUMMIT 2016 The Nassau Inn, Princeton, NJ March 16-17, :00 8:55am Networking Breakfast Conference Registration Open 9:00 9:10am Welcome Remarks from Day One Conference Chair Seth Painter, Business Consultant, HealthLink Dimensions 9:10 9:45am Innovation Techniques for Customer Experience People, purpose, passion and platforms and partnerships Content vs Context How to find your innovative idea(s) and hurdle the roadblocks Make an impact and shape the future for others Edward Stelmack, Director, Head Commercial Data, AstraZeneca 9:45 10:20am The Promise of AI in Healthcare is Being Delivered Solutions that leverage artificial intelligence (AI) technology are being employed by a number of healthcare organizations in a clinical setting. Hear about some real- world results of where and how AI is being implemented and what this means long- term for all stakeholders. Mitch Lawrence, President, Next IT Healthcare 10:20 11:00am PANEL: Developing a Customer Experience Strategy in Healthcare Strategies for customer experience success finding the right people, processes and technology Obstacles to customer experience success overcoming organizational and technical challenges Creating content that engages patients/customers across multiple channels Data- Driven Insights: wearables, sensors and data What s working? What s not? Panelists: Jim DeLash, Director, Multi- Channel Marketing, GlaxoSmithKline Mike Edwards, Sr. Director, Patient Services, LEO Pharma Eric Steager, Director, Strategic Innovation, Independence Blue Cross

2 ROUNDTABLE Q&A Roundtable #1: Patient- First Insights Leader: Mike Edwards, Sr. Director, Patient Services, LEO Pharma Roundtable #2: Multi- Channel Marketing Excellence Leader: Jim DeLash, Director, Multi- Channel Marketing, GlaxoSmithKline Roundtable #3: Technology & Innovation in Healthcare Leader: Eric Steager, Director, Strategic Innovation, Independence Blue Cross 11:00 11:20am Networking Coffee Break in Main Exhibition Room 11:20 11:55am CX is the best Rx for Success Putting your ego aside; transparency Getting out of your own way; bad data is worse than no data Finding your Secret Sauce Telling your story Stephanie Anderson, SVP, Marketing, Time Warner Cable 11:55 12:30pm Social Media is Pharma s Largest Focus Group in History: Are you Paying Attention? Understand the Business Values of Social Media Make Sense of Social Media Conversations Use Technology to Power Social Media Efforts Confront and Befriend the 800 Pound Gorilla in the Room: Adverse Event Handling Phil Baumann, RN, BSN, Strategist, C3i Healthcare Connections 12:30 1:30pm Networking Luncheon (Palmer Room on the 2nd Floor) 1:30 2:10pm PANEL: Impacting CX: Cross Channel Marketing Strategy & Planning Before your brand can accomplish their business goals, your consumer needs to accomplish theirs. A well- defined customer journey has become an imperative. Customer Journey: Understand what it is and what it is not Bringing It to Life: How to rollout and integrate across multiple channels Tying It All together: Lifecycle, Channels, Tactics, KPIs, & Metrics Beth Wilson, Sr. Manager, Product Marketing, Celgene Alfred O Neill, Principal, Harbinger Associates Matt Winkler, Former Sr. Director, Innovation, AstraZeneca

3 ROUNDTABLE Q&A Roundtable #1: Creating Value for Patients Leader: Matt Winkler, Former Sr. Director, Innovation, AstraZeneca Roundtable #2: Product Marketing Excellence Leader: Beth Wilson, Sr. Manager, Product Marketing, Celgene Roundtable #3: Connecting with Patients Leader: Alfred O Neill, Principal, Harbinger Associates 2:10 2:40pm Today s Patient Journey through the Lens of Digital Media Today, patients are more informed about their personal health than ever before. And while there is more information available to them it can also be confusing for marketers to know when, where and how to connect with patients in their digital media journey. We'll help demystify this journey and share ideas on how brands can (a) identify the right tactics and channels to connect with patients and (b) measure the impact of those connections to make more informed media and business decisions. Keith Betz, Group Account Director, Butler/Till Mike Davis, Digital Media Director, Butler/Till 2:40 3:10pm The Essentials of Great Product Design This session will explore three key components to creating great patient experiences: understanding customer needs, rapidly prototyping and testing ideas, and true cross- team collaboration. How to discover customer needs through observation Rapidly test & iterate new ideas without wasting development cycles Fostering cross- team collaboration that leads to customer empathy and a unified vision Matt Baxter, Lead Product Designer, Luscinia Health 3:10 3:30pm Networking Coffee Break in Main Exhibition Room 3:30 4:00pm Recognizing the challenge of putting the patient at the center Building Brand Loyalty through Patient Advocacy Voice of the Customer driving actionable customer insights Case Study outlining work done with Sanofi in common diseases that shows how being patient- centered is never easy, but is always possible Dyan Bryson, Patient Strategist, Health Inspired Strategies & Former Head of Patient Advocacy, Retrophin

4 4:00 4:30pm CASE STUDY: Putting Social Media Analysis to Work So often social media monitoring is interesting, but not actionable. But by keeping brand challenges top of mind and applying creative thinking, results from social media monitoring can shape both patient and HCP tactics. This session uses a case study to demonstrate the power of social media insights to craft strategies and drive tactics. Dorothy Wetzel, Founder, Extrovertic Consulting 4:30 5:00pm PANEL: Patient- Centric Marketing in 2016 Explore how customer expectations from the healthcare system are evolving and what marketers can do to differentiate their brands with an increasingly empowered healthcare consumer. How patients experiences with the healthcare system are shifting Meeting Patient Demand for Powerful Brand Experiences Consumer appetite for and impacts of additional services and support Panelists: Kristina Lynn, Sr. Manager, emarketing, Purdue Pharma Alfred O Neill, Principal, Harbinger Associates Rafik Estefan, Marketing Director, Slalom Consulting 5:00 6:00pm Networking Drinks Reception Sponsored by Next IT Healthcare 6:00pm End of Day One March 17, :00-9:00am Networking Breakfast in Exhibition Room Day 2 Conference Registration Open 9:00 9:10am Opening Remarks from Day Two Conference Chair Seth Painter, Business Consultant, HealthLink Dimensions 9:10 9:45am Leveraging Customer Experience for Commercial Capability Keys to creating a successful customer experience platform Lessons from financial services industry and public relations on customer experience in a regulated industry

5 Learn forward- thinking companies are putting a vision for a great digital experience into action Takeaways for pharmaceutical industry Frank Eliason, Head of Customer Experience, Zeno Group & Former Director, Customer Experience, Citi 9:45-10:20am Patient Centricity: Is Industry Truly Walking the Talk? Learn about patient centricity and the perceived value of being patient centric in our industry today. Does patient centricity drive the bottom line? How do we make patient centricity real? What is the true value of the patient voice? Keys to partnering with patient organizations. Jessica Riviere, Director, Patient Advocacy, Novo Nordisk 10:20 10:55am Harnessing the Power of the Patient Journey Myth vs. Fact in Chronic Disease Management Mapping the Patient Experience Integrating the Journey into the Customer Ecosystem to Deliver Patient Activation and Engagement D Arcy King, EVP, Chief Strategy Officer, Daggerwing Health 10:55 11:20am Networking Coffee Break in Main Exhibition Room 11:20 11:55am Completing the IronMan on a Borrowed Heart Hear the incredible story of the first person to complete an Ironman following a heart transplant and a battle with cancer while creating his own patient- based care system that enabled him to take years off of his recovery regimen and return him to a level of health that has exceeded all expectations. Derek Fitzgerald, Founder, The Recycledman Foundation 11:55 12:30pm We call it Social Realization : Keys to Understanding Social Data Reasserting Brand Influence within Social to Connect with Customers Chrissy Stanojev, Sr. Social Media Strategist, MRM//MCann 12:30 2:00pm Networking Luncheon (Palmer Room on the 2 nd Floor) 2:00pm End of Conference