Executing Omnichannel Excellence: From Strategy To Real World Implementation With AI Powered Channel Transformation, Hyper-Personalisation & Precision HCP, Patient & Stakeholder Segmentation With Global & Local Focus For High Impact, Compliant Engagement Which Engages Customers At Every Touchpoint, Evidences Impact & Drives ROI
The 9th Annual One-Day, Industry-Led Conference & Networking Exhibition | One America Square, London | 3rd June 2026
08.15 Registration & Informal Networking
OPENING REMARKS
09.00 GIC Welcome & Morning Co-Chairs’ Opening Remarks
Craig Adkins, Head of Data, Digital & Technology, Europe & Canada, Takeda
Ayesha Aziz-Akosa, Global Head, Established Brands, Astellas
AI-Powered Omnichannel Transformation
NEW FOR 2026!
09.10 Elevate Engagement Through Next-Generation AI Tools That Enable Predictive Insights, Intelligent Automation & Dynamic Personalisation, Empowering Teams To Make Smarter, Faster & More Effective Engagement Decisions
- Explore how AI-driven content generation and analytics redefine engagement across channels, driving higher efficiency and precision
- Examine real-world case studies of predictive HCP targeting and automated orchestration to uncover what works in practice
- Understand ethical considerations and compliance guardrails to deploy AI responsibly and sustainably
09.10 Perspective 1:
Zehra Erenkus, Global Marketing & Innovation Lead, Bayer
09.30 Perspective 2:
Pavel Bogdashov, CX Omnichannel Lead, Boehringer Ingelheim
Executing Omnichannel Excellence: From Strategy To Real-World Implementation
PANEL Q&A
09.50 Bridge The Gap Between Vision & Execution With Actionable Frameworks That Transform Strategy Into Measurable HCP Impact & ROI
- Examine how leading pharma teams convert strategy into scalable, compliant activation models that deliver consistent outcomes
- Evaluate tools and governance systems that enable transparent and efficient execution from global to local markets
- Learn from proven blueprints for campaign deployment that shorten lead times and improve alignment
- Align capabilities, roles, and KPIs to drive ownership, accountability, and performance improvement
Zack Rayner, Head of Digital, Besins Healthcare
Renata Queiroz Hansen, Associate Director Omnichannel Strategy, Novo Nordisk
Adam Thornton, Associate Director, Omnichannel Strategy, Bristol Myers Squibb
Paul Bridgeman, Head of Omnichannel & Orchestration, Novartis
Pablo Escudero Regueras, Commercial Lead Precision Medicine Oncology & Onco-Hematology, Astellas Pharma
Global vs Local Excellence: Striking The Right Balance
PERSPECTIVE 1
10.20 Achieve Global Consistency & Local Agility Through Governance, Collaboration & Strategic Alignment, Ensuring Impact & Relevance Across Diverse Markets
- Build governance structures that empower local adaptation within global frameworks
- Identify enabling technologies and processes that simplify coordination and oversight
- Analyse successful adaptive campaigns that deliver both creative freedom and brand coherence
- Manage alignment challenges and set shared KPIs to strengthen performance across regions
Hugo Barbosa, CX Acceleration Director Europe & International, ViiV Healthcare
10.40 Bonus Session Reserved For Exclusive Conference Partner
10.55 Morning Refreshment Break With Informal Networking
Global vs Local Excellence: Striking The Right Balance
11.25 Achieve Global Consistency & Local Agility Through Governance, Collaboration & Strategic Alignment, Ensuring Impact & Relevance Across Diverse Markets
- Build governance structures that empower local adaptation within global frameworks
- Identify enabling technologies and processes that simplify coordination and oversight
- Analyse successful adaptive campaigns that deliver both creative freedom and brand coherence
- Manage alignment challenges and set shared KPIs to strengthen performance across regions
Esra Kocak, Global Transformation Lead, Sanofi
Future Of Customer Journeys
PANEL Q&A
11.45 Hear Industry Leaders Unpack How Evolving Data, AI & Behavioural Trends Are Reshaping The Patient & HCP Journeys, Enabling More Relevant, Connected & Responsive Engagement At Every Stage
- Map out the redefined HCP journey to pinpoint high-value engagement opportunities pre- and post-launch
- Discuss how real-time feedback and personalisation elevate experience and strengthen relationships
- Overcome organisational silos to create seamless collaboration and end-to-end visibility
- Share best practices for ongoing optimisation that keeps strategies agile and responsive to change
Ridwaan Jhetam, Senior Vice President: Head of Worldwide Medical Affairs Hematology, Bristol Myers Squibb
Phoebos Stergiou, Head of Omnichannel Customer Engagement, Gilead Sciences
Zack Rayner, Head of Digital, Besins Healthcare
12.15 Bonus Session Reserved For Exclusive Conference Partner
Content That Connects, Creating High-Impact, Compliant Engagement
12.30 Deliver Creative, Compliant & Customer-Centric Content That Stands Out, Drives Response & Builds Long-Term Trust
- Explore storytelling approaches that resonate across digital, hybrid, and in-person experiences
- Balance compliance and creativity to maintain both integrity and innovation in campaigns
- Leverage modular content and automation to scale personalised messaging efficiently
- Evaluate AI tools that enhance content creation while preserving authenticity and quality
Lyly Fong, Head of Digital Consumer Experience Content Strategy, Sanofi
12.50 Lunch & Informal Networking For Speakers, Delegates & Partners
13.50 Afternoon Co-Chairs’ Opening Remarks
Daisy Carey, Omnichannel & Digital Engagement Leader, Northern European Hub, Eli Lilly and Company
Koeyli Jaluka, Communications & Public Affairs Lead, NW Europe, Roche
Pharma’s Next Digital Frontier: Emerging Tech, Tools & Trends
NEW FOR 2026!
14.00 Stay Ahead Of The Curve With Insights Into Cutting-Edge Digital Tools, From AR & VR To Conversational AI, That Are Revolutionising HCP Engagement
- Investigate how next-generation digital innovations are transforming omnichannel interactions
- Discover how immersive technologies and conversational interfaces enhance the customer experience
- Understand integration opportunities between automation platforms and data ecosystems for greater efficiency
- Gain foresight into digital disruptions shaping the next era of pharma engagement
Artem Shakhbazyan, International Commercial IT & Digital Director – Internal AI, AstraZeneca
Customer Feedback To Engagement Loop
14.20 Turn Feedback Into Action With Continuous Engagement Loops That Evolve HCP Strategies Based On Live Insights & Measurable Outcomes
- Explore practical methods for capturing and integrating HCP feedback at every stage
- Transform qualitative input into actionable, behaviour-changing insights
- Close the loop between customer voice, content refinement, and engagement strategy
- Build adaptive systems that evolve with real-time feedback to sustain improvements
Adam Hodgkinson, Senior Director of Talent and Engagement, Norgine
14.40 Bonus Session Reserved For Exclusive Conference Partner
Engaging Stakeholders For Collaborative Success
15.05 Drive Stronger Outcomes Through Unified Teamwork, Aligning Internal Functions & External Partners Around Shared Omnichannel Goals
- Strengthen collaboration across commercial, medical, and digital divisions to enhance execution speed
- Build frameworks that promote shared accountability and consistent communication
- Use structured feedback loops to inform strategy and foster continuous improvement
- Empower internal champions to maintain engagement momentum and cultural alignment
Josep Ruiz, Omnichannel Manager Iberia, CSL
15.15 Bonus Session Reserved For Exclusive Conference Partner
15.30 Afternoon Refreshment Break With Informal Networking
Data, Measurement & ROI: Building A Unified Value Framework
16.00 Move Beyond Vanity Metrics To Establish Measurable Value & Demonstrate The True Business Impact Of Omnichannel Investment
- Create unified measurement models linking engagement activity directly to outcomes and commercial results
- Explore dashboard innovations and analytics tools that empower faster, data-driven decisions
- Translate data insights into actionable improvements that enhance performance and accountabilityEmbed a culture of measurement to drive continuous improvement across all markets and teams
Anastasia Roshchina, Buscopan Global Consumer Engagement & No-Spa CEE Lead, Sanofi
AI-Powered Omnichannel Transformation
New For 2026!
16.30 Elevate Engagement Through Next-Generation AI Tools That Enable Predictive Insights, Intelligent Automation & Dynamic Personalisation, Empowering Teams To Make Smarter, Faster & More Effective Engagement Decisions
- Explore how AI-driven content generation and analytics redefine engagement across channels, driving higher efficiency and precision
- Examine real-world case studies of predictive HCP targeting and automated orchestration to uncover what works in practice
- Understand ethical considerations and compliance guardrails to deploy AI responsibly and sustainably
- Identify quick wins for integrating AI seamlessly into current strategies to accelerate performance without disruption
Farhan Farrukh, GTMC Omnichannel Manager UKIE, Sanofi
16.50 From the Inside Out: How Employee Experience Shapes HCP Engagement
Suzy Archer, People Engagement Director, Norgine
17.10 Afternoon Co-Chairs’ Closing Remarks & Official Close Of Conference
Daisy Carey, Omnichannel & Digital Engagement Leader, Northern European Hub, Eli Lilly and Company
Koeyli Jaluka, Communications & Public Affairs Lead, NW Europe, Roche