The agenda that will shape pharma's future

Full Agenda

Keynote – Inspire a customer-first mindset
09:00 – 09:30
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

09:00 – 09:30
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 out-of-industry expert recruitment 

Rob Ipenburg Head of Digital Projects (Global) Takeda

09:00 – 09:30
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

Speaker to be revealed

09:00 – 09:30
Prove the case for Customer Experience (CX)
  • Select appropriate KPIs to prove the short-term value and determine progress against your long-term CX objectives
  • Know what’s available to you: use NPS Scores, Competition Differentiation and more to understand how to optimise CX for commercial success

Phillippe Barillon VP Head of Insights and Analytics Takeda

09:00 – 09:30
Panel: The age of exponential collaboration - share knowledge and combine capabilities across teams to build a true customer understanding
  • Promote inter-departmental affinity across marketing, digital, sales, medical affairs and IT teams to fully understand what the customer needs
  • Medical Affairs: collaborate or isolate? Determine how to balance the integrity of medical affairs with the imperative of the organisation’s commercial objectives
  • Beat negative cultural perceptions which limit otherwise progressive commercial and scientific business partnerships

Urs Voegeli VP Regional Commercial Lead EMEA Hematology (Europe & APAC) Janssen

Multi-functional panellists to join

Interactive Roundtables
09:00 – 09:30
Interactive Roundtables
  • Build a “technology backbone” to integrate and measure all customer touchpoints (digital and analogue)
  • How predictive modelling and other scientific approaches can solve pharma’s independent level data conundrum 
  • How to create effective short-term KPIs for long-term above-brand marketing initiatives
  • Assimilate global digital initiatives and objectives into local affiliates 
  • Target investment and partnerships with external technology providers and start-ups
  • Create a winning content generation strategy – creativity and audience suitability

Facilitators include:


Melanie Capewell Head of Marketing Ipsen

Sophie Graham-Godet Global Operations Director – Respiratory GSK

Kim Kjornas VP Sales and Marketing Bluefish Pharmaceuticals

Lazaros Mavridis Data Scientist AbbVie


Register by July 19th to save €300 on your pass!

Data-driven decisions
09:00 – 09:30
Case Study: How Sanofi used predictive modelling techniques to understand how customers engage with their content
  • Use predictive modelling to create independent level insights from aggregated data
  • Understand how predictive modelling can be applied to accurately meet the content needs of individual physicians

Sanofi speaker to be revealed

09:00 – 09:30
Case Study: How the Novartis Spain Lighthouse CRM project used AI to accelerate commercial transformation
  • A guide to the integration of AI and advanced analytics into CRM systems to equip sales teams with new customer understanding
  • Understand how AI practically enables a higher level of customer engagement

Roger Domecq Head of CRM and Sales Transformation Novartis Spain

09:00 – 09:30
Panel: Build the backbone infrastructure required to finally achieve closed-loop marketing through better fusion of IT and Commercial teams
  • Devise future-proof systems through greater continuous alignment between regional/affiliate teams
  • Find the correct balance between internal capability development and use of external consultancies
  • Make informed marketing decisions by ensuring fast and reactive data flow across functions and teams and fulfil the potential of closed-loop marketing

Corinne Surrel Marketing Director Actelion

Daniel Davies Head Customer Marketing Sanofi

Nuno Rodrigues Digital & Multichannel Manager Roche

Industry Data/IT panellist to join

09:00 – 09:30
Case Study: A journey of activating digital eco-system data for targeted communications
  • How ALK created a data-driven go-to-market strategy to gain both big-picture patient perspectives and individualised insights into brand interactions
  • Benefit from more genuine and real-time behavioural trends in comparison to more traditional targeting techniques

Louise Hjerno Global Head of Digital Projects, Consumer Division ALK


Register by July 19th to save €300 on your pass!

Drive a future-facing marketing function
09:00 – 09:30
Get your house in order: align existing customer touchpoints before chasing new innovations
  • Discuss the new marketing training necessities required to take interactions beyond the traditional
  • Explore the evolution of departmental boundaries caused by increasingly merging skillsets and capability requirements
  • Align the new array of digital touch-points under a single banner and map the customer journey

Dimitri Lambrecht Global Digital Transformation Manager Fagron

09:00 – 09:30
Case Study: See how BMS analysed digital behaviour to personalise customer engagement
  • The data analysis that highlighted novel and effective customer touch-points
  • Investigate various data sources with advanced analytics techniques to assess channel appropriateness and boost engagement

Louise Lauridsen Digital Channel Manager, Europe Bristol-Myers Squibb

09:00 – 09:30
Become the lean marketeer and embrace automation
  • Achieve greater cost and time efficiencies by incorporating integrated systems and an intelligent database into your capabilities
  • Enhance brand consistency through automated processes that create greater message and content alignment

Francois Motyl Global Digital Governance Lead Novartis


Register by July 19th to save €300 on your pass!

Go beyond products to create meaningful relationships
09:00 – 09:30
AWARD WINNING Case Study: How Boehringer Ingelheim’s Interactive Guidelines support HCPs in the daily management of asthma patients
  • Explore how the project’s customer-centric design helped aid HCP schedule constraints to foster sustained use
  • Examine the interactive design that is turns GINA (Global Initiative for Asthma) recommendations into easily digestible and engaging information

Linda Valenta Global Team Leader Digital Marketing Boehringer Ingelheim

09:00 – 09:30
Case Study: Adopt targeted chatbot placement to more efficiently create one-to-one interactions under budgetary constraints
  • Determine whether you can minimise expenditure by replacing or avoiding human support for non-promoted brands
  • Best practice in rapidly providing a large pool of medical information to HCPs, patients and carers
  • Generate new insights into customer behaviours by integrating user interactions into data collection strategy

Kym Jacks-Bryant Global Digital Marketing Lead Norgine

Hannah Thompson Senior Central Medical Affair Executive Norgine

09:00 – 09:30
Case Study: Provide digestible content using Conversational Computing
  • Explore how voice interaction devices such as Alexa and Homehub can be used to provide new content and boost engagement
  • Explore the feasibility of a more personalised and interconnected customer engagement journey
  • How privacy and compliance issues can be mitigated with this new channel

Speaker to be revealed


Register by July 19th to save €300 on your pass!

Increase your customer reach
09:00 – 09:30
Panel: Meet the modern customer – how to delight digitally native patients and HCPs
  • Determine the tech solutions which engage on a personal basis in a privacy-first environment
  • Assess channel suitability to ensure multichannel strategy matches customer need and interactions remain compliant

Haider Alleg Global Head of Digital Excellence Ferring

Francisco Estaban del Castillo Head of Digital Multichannel GSK

Compliance and Customer panellists to join

09:00 – 09:30
Unlock the power of social media as a reactive and direct engagement channel
  • How to identify the most effective and appropriate social media channels and messaging for your customer type
  • Ways to adopt social media as a conversational tool for patient and HCP engagement
  • Analyse reach and interaction statistics across all social channels to inform content and messaging direction

Cyril Mandry Senior Marketing Director MSD

09:00 – 09:30
Shake up your target audiences to expand your reach and go beyond traditional marketing
  • Discuss the need to focus on those targets not already engaged with pharma to aid in reputational change and customer diversity
  • Explore solutions to “static target lists” in healthcare’s constrained environment
  • Take a step back to uncover effective traditional marketing approaches left behind in the digital revolution

Stacey Berold-Kutscher Senior Digital Marketing and Product Manager Ferring

09:00 – 09:30
Case Study: Increase reach within the hospital - how Novartis personalised their MCM approach with a targeted geofencing strategy
  • Understand the market research and creative process in deciding geographic area selection for your target segment

Lucy McGillion Multichannel Marketing Director (Europe & APAC) Novartis

Keynote

Keynote – Inspire a customer-first mindset
09:00 – 09:30
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

09:00 – 09:30
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 out-of-industry expert recruitment 

Rob Ipenburg Head of Digital Projects (Global) Takeda

09:00 – 09:30
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

Speaker to be revealed

09:00 – 09:30
Prove the case for Customer Experience (CX)
  • Select appropriate KPIs to prove the short-term value and determine progress against your long-term CX objectives
  • Know what’s available to you: use NPS Scores, Competition Differentiation and more to understand how to optimise CX for commercial success

Phillippe Barillon VP Head of Insights and Analytics Takeda

09:00 – 09:30
Panel: The age of exponential collaboration - share knowledge and combine capabilities across teams to build a true customer understanding
  • Promote inter-departmental affinity across marketing, digital, sales, medical affairs and IT teams to fully understand what the customer needs
  • Medical Affairs: collaborate or isolate? Determine how to balance the integrity of medical affairs with the imperative of the organisation’s commercial objectives
  • Beat negative cultural perceptions which limit otherwise progressive commercial and scientific business partnerships

Urs Voegeli VP Regional Commercial Lead EMEA Hematology (Europe & APAC) Janssen

Multi-functional panellists to join

Interactive Roundtables
09:00 – 09:30
Interactive Roundtables
  • Build a “technology backbone” to integrate and measure all customer touchpoints (digital and analogue)
  • How predictive modelling and other scientific approaches can solve pharma’s independent level data conundrum 
  • How to create effective short-term KPIs for long-term above-brand marketing initiatives
  • Assimilate global digital initiatives and objectives into local affiliates 
  • Target investment and partnerships with external technology providers and start-ups
  • Create a winning content generation strategy – creativity and audience suitability

Facilitators include:


Melanie Capewell Head of Marketing Ipsen

Sophie Graham-Godet Global Operations Director – Respiratory GSK

Kim Kjornas VP Sales and Marketing Bluefish Pharmaceuticals

Lazaros Mavridis Data Scientist AbbVie

Data

Data-driven decisions
09:00 – 09:30
Case Study: How Sanofi used predictive modelling techniques to understand how customers engage with their content
  • Use predictive modelling to create independent level insights from aggregated data
  • Understand how predictive modelling can be applied to accurately meet the content needs of individual physicians

Sanofi speaker to be revealed

09:00 – 09:30
Case Study: How the Novartis Spain Lighthouse CRM project used AI to accelerate commercial transformation
  • A guide to the integration of AI and advanced analytics into CRM systems to equip sales teams with new customer understanding
  • Understand how AI practically enables a higher level of customer engagement

Roger Domecq Head of CRM and Sales Transformation Novartis Spain

09:00 – 09:30
Panel: Build the backbone infrastructure required to finally achieve closed-loop marketing through better fusion of IT and Commercial teams
  • Devise future-proof systems through greater continuous alignment between regional/affiliate teams
  • Find the correct balance between internal capability development and use of external consultancies
  • Make informed marketing decisions by ensuring fast and reactive data flow across functions and teams and fulfil the potential of closed-loop marketing

Corinne Surrel Marketing Director Actelion

Daniel Davies Head Customer Marketing Sanofi

Nuno Rodrigues Digital & Multichannel Manager Roche

Industry Data/IT panellist to join

09:00 – 09:30
Case Study: A journey of activating digital eco-system data for targeted communications
  • How ALK created a data-driven go-to-market strategy to gain both big-picture patient perspectives and individualised insights into brand interactions
  • Benefit from more genuine and real-time behavioural trends in comparison to more traditional targeting techniques

Louise Hjerno Global Head of Digital Projects, Consumer Division ALK

Marketing Excellence

Drive a future-facing marketing function
09:00 – 09:30
Get your house in order: align existing customer touchpoints before chasing new innovations
  • Discuss the new marketing training necessities required to take interactions beyond the traditional
  • Explore the evolution of departmental boundaries caused by increasingly merging skillsets and capability requirements
  • Align the new array of digital touch-points under a single banner and map the customer journey

Dimitri Lambrecht Global Digital Transformation Manager Fagron

09:00 – 09:30
Case Study: See how BMS analysed digital behaviour to personalise customer engagement
  • The data analysis that highlighted novel and effective customer touch-points
  • Investigate various data sources with advanced analytics techniques to assess channel appropriateness and boost engagement

Louise Lauridsen Digital Channel Manager, Europe Bristol-Myers Squibb

09:00 – 09:30
Become the lean marketeer and embrace automation
  • Achieve greater cost and time efficiencies by incorporating integrated systems and an intelligent database into your capabilities
  • Enhance brand consistency through automated processes that create greater message and content alignment

Francois Motyl Global Digital Governance Lead Novartis

Beyond Product

Go beyond products to create meaningful relationships
09:00 – 09:30
AWARD WINNING Case Study: How Boehringer Ingelheim’s Interactive Guidelines support HCPs in the daily management of asthma patients
  • Explore how the project’s customer-centric design helped aid HCP schedule constraints to foster sustained use
  • Examine the interactive design that is turns GINA (Global Initiative for Asthma) recommendations into easily digestible and engaging information

Linda Valenta Global Team Leader Digital Marketing Boehringer Ingelheim

09:00 – 09:30
Case Study: Adopt targeted chatbot placement to more efficiently create one-to-one interactions under budgetary constraints
  • Determine whether you can minimise expenditure by replacing or avoiding human support for non-promoted brands
  • Best practice in rapidly providing a large pool of medical information to HCPs, patients and carers
  • Generate new insights into customer behaviours by integrating user interactions into data collection strategy

Kym Jacks-Bryant Global Digital Marketing Lead Norgine

Hannah Thompson Senior Central Medical Affair Executive Norgine

09:00 – 09:30
Case Study: Provide digestible content using Conversational Computing
  • Explore how voice interaction devices such as Alexa and Homehub can be used to provide new content and boost engagement
  • Explore the feasibility of a more personalised and interconnected customer engagement journey
  • How privacy and compliance issues can be mitigated with this new channel

Speaker to be revealed

The Customer

Increase your customer reach
09:00 – 09:30
Panel: Meet the modern customer – how to delight digitally native patients and HCPs
  • Determine the tech solutions which engage on a personal basis in a privacy-first environment
  • Assess channel suitability to ensure multichannel strategy matches customer need and interactions remain compliant

Haider Alleg Global Head of Digital Excellence Ferring

Francisco Estaban del Castillo Head of Digital Multichannel GSK

Compliance and Customer panellists to join

09:00 – 09:30
Unlock the power of social media as a reactive and direct engagement channel
  • How to identify the most effective and appropriate social media channels and messaging for your customer type
  • Ways to adopt social media as a conversational tool for patient and HCP engagement
  • Analyse reach and interaction statistics across all social channels to inform content and messaging direction

Cyril Mandry Senior Marketing Director MSD

09:00 – 09:30
Shake up your target audiences to expand your reach and go beyond traditional marketing
  • Discuss the need to focus on those targets not already engaged with pharma to aid in reputational change and customer diversity
  • Explore solutions to “static target lists” in healthcare’s constrained environment
  • Take a step back to uncover effective traditional marketing approaches left behind in the digital revolution

Stacey Berold-Kutscher Senior Digital Marketing and Product Manager Ferring

09:00 – 09:30
Case Study: Increase reach within the hospital - how Novartis personalised their MCM approach with a targeted geofencing strategy
  • Understand the market research and creative process in deciding geographic area selection for your target segment

Lucy McGillion Multichannel Marketing Director (Europe & APAC) Novartis

Come together with the Leaders Driving the Future of Customer Engagement and Digital Innovation