What you can expect from the 2020 agenda

Here’s some highlights from the 2019 agenda

CASE STUDY: Stay ahead of the pack: Why Novo Nordisk’s value-added diabetic services succeed in a crowded market

  • Revealed: how Novo Nordisk differentiated themselves and succeeded with a new ‘connected insulin’ service in an overpopulated market.
  • Increase long-term engagement through co-creation with HCPs and patients when designing your services.
  • Outfit value-added services to gather data insights which feed into valuable content for patients and HCPs.

Anders Dyhr Toft Corporate Vice President, Commercial Innovation Novo Nordisk

Accelerate internal mindset evolution with effective CX measurement

  • Select appropriate KPIs to prove the short-term value and determine progress against your long-term CX objectives
  • Measure the effectiveness of your CX activities with CXq assessment to instil internal confidence in the commercial imperative

Philippe Barrilon VP Head of Insights and Analytics Takeda

Why education and trust are the priority routes to lasting customer engagement

  • Understand which elements of customer experience (CX) can improve your company’s reputation
  • Meet new customer need by moving your commercial objectives from short to long-term
  • The case for “generic benchmarking” – why you should compare across industries to drive CX excellence

Maria Raad VP Customer and Digital Strategy Janssen

PANEL: Culture shock: Embrace new attitudes toward digital to accelerate transformation

  • How to foster a more experimental, learning-driven culture by continually evaluating digital investments through new KPIs
  • Collaborate across functions and regions to establish multidisciplinary pockets of excellence
  • Achieve the right balance between internal skillset development and outof-industry expert recruitment

Francesca Wuttke Chief Digital Officer Almirall

Christian Scheuer Vice President Global Strategy & Commercial Excellence LEO Pharma

Erasmus Holm CMO and Digital Transformation Lead MSD

CASE STUDY: How BMS analyse customer behaviour to enhance field force engagement with digital tools

  • The data analysis that highlighted novel and effective customer touchpoints
  • Investigate various data sources with advanced analytics techniques to assess channel appropriateness and boost engagement

Louise Lauridsen Digital Chanel Manager, Europe Bristol-Myers Squibb

CASE STUDY: How Lundbeck assess the effectiveness of voice technology

  • Explore how devices growing in popularity such as Alexa and Homehub can be used to provide content
  • Understand the approach Lundbeck took to ensure voice content provides value for the customer and a more personalised engagement journey
  • Learn how to overcome privacy and compliance issues

Vicky Lalumiere Head of Global Digital Platforms & Analytics Lundbeck

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