08.30 Registration, Informal Networking & GIC Opening Remarks
09.00 Morning Co-Chairs’ Opening Remarks
Sophie Graham-Godet, Global Director, Omnichannel Marketing Capabilities, GSK
Dina Bedier, Executive Director, Customer Experience & Engagement Strategy, International Innovative Medicines, Novartis
MULTICHANNEL EXCELLENCE
Double Perspective
Refreshed For 2024!
09.10 Stay Ahead Of The Game With Next-Level Multichannel Strategies That Enhance Patient-Centricity, Identify Channel Shortfalls & Navigate Regulation Proactively
- Identify and remedy deficiencies in your current multichannel approaches to achieve effortless omnichannel experiences and a seamless blending of offline and online channels
- How can pharma master multichannel excellence via patient-led channels to elevate campaign engagement, reflect the patient voice and secure better patient outcomes?
- Construct IT infrastructure which supports multichannel and marketing teams with the most effective toolkit and tech so they can always select the right channel for the right audience
- Remain proactive with regulation and data privacy updates to minimise their impact on campaign engagement and establish what this means for multichannel strategies moving forwards
09.10 Philippe Kirby, Global Head of Channel Engagement & Execution, MSD
09.30 Minna Keskitalo, Senior Gx Marketing Manager, Pharmacy Channel & Digital Customer Experience Lead, Teva Pharmaceuticals
MAXIMISING OMNICHANNEL OPPORTUNITIES FOR PRODUCT LAUNCHES
Deep-Dive Case Study
09.50 Pre & Post-Launch Omni-Channel Engagement, Understanding The Customer Journey & Evolving Pharma Engagement
Daniel Zolnierz, Vice President, Global Launch Lead, Merck Group
GLOBAL VS. LOCAL
Hot Topic!
Double Perspective!
10.10 Refreshing Global & Local Strategies & Streamlining Approaches For Wide-Reaching Omnichannel Experiences & Tailored Campaigns That Maximise Engagement
- How can pharmaceutical companies enhance communication between global and local teams for synchronised channel collaboration across the board?
- Evaluate best practice integration of territorial vs. global strategies to deliver omnichannel at scale and create truly meaningful experiences for all customers
- It’s about knowing where to part ways… deep dive into local tactical plans and understand where separation between global and local strategies is needed to execute tailored, personalised and engaging campaigns
10.10 Ayesha Aziz-Akosa, Executive Director, Global Brand Lead, Astellas Pharma Europe
10.30 Kiren Dulai, Senior Global Manager, Omnichannel Enablement, Mundipharma
10.50 Bonus Session; Reserved For Exclusive Conference Partner
11.20 Morning Refreshment Break With Informal Networking
NEW DIGITAL, TECH & AI
New & Updated
11.50 Master AI & New Tech Strategies, Balance The Human Touch & Futureproof Omnichannel Strategies
- Let’s take it back to basics: with AI and new tech evolving at a rapid pace, how can you audit your tech strategy to ensure that you are investing and driving the right technology for your employees and customers?
- The perfect equilibrium! How can you strike the critical balance between implementing advanced AI, sustaining digital changes, and maintaining crucial human intervention across omnichannel strategies?
- What is coming next in 2025 and beyond? Get ahead of the curve with innovative cloud and AI tech to guarantee omnichannel strategies that are suitable for the future landscape
Shima Healey, Omnichannel Lead, Takeda
CUT-THROUGH CONTENT
12.10 Cut Through The Noise With Impactful & Innovative Content Strategies: From AI Prompts To Infographics To Compliance Updates, How To Tailor Your Content To Best Resonate With Pharma Customers
- AI is everywhere… but what are the real-life applications to support multichannel content strategies for relevant and engaging content?
- Deep dive into your measurement tools: churn, impressions and shares…how can we use these metrics to create multichannel content that truly resonates?
- In a highly complex and regulated pharma market, how are you ensuring your content remains compliant, doesn’t land in spam and guarantees that important messages reach your audience while maintaining engagement?
- Are you putting yourself in the shoes of customers? Delve into shifting customer needs and expectations to deliver insight-driven and audience-appropriate content and copy
DATA, MEASUREMENT & ROI
Double Perspective!
12.30 Optimise Refreshed Data, Analytics & Measurement Tools To Generate Actionable Insights & Deliver True Omnichannel ROI
- Open rates, click-throughs, traffic, average order values… leverage analytical tools to assess the ROI of your omnichannel strategies, determine the next business priorities and establish critical commercial value of omnichannel activities
- Utilise sophisticated analytics to forecast future physician and customer behaviours and gain actionable insights that enhance your omnichannel strategies’ value
- Cost-effective methods to leverage high-quality data for informed decisions and innovative channel content that guarantees revolutionary results
12.30 Thomas Molenaar, Head Of Digital Marketing, Dechra Pharmaceuticals PLC
13.10 Bonus Session; Reserved For Exclusive Conference Partner
13.40 Lunch & Informal Networking For Speakers, Delegates & Partners
14.15 Peer-to-Peer Discussions:
A. Compliance & Regulation
B. Effective Channel Mixes
C. Internal Cultural Change
14.40 Afternoon Co-Chairs’ Opening Remarks
Bhupinder McJennett, Director, Global Advanced Customer Experience, AbbVie
François Franco, International Marketing Operations Lead, Allergan Aesthetics
WINNING OMNICHANNEL STRATEGIES
Panel & Q&A
14.50 Enhance Omnichannel Engagement & Deliver Consistent ROI With Fresh, Creative & Customer-Centric Strategies Which Achieve Real Business, Customer & Patient Impact
- Innovative and impactful content and copy tips and tricks to guarantee next-level omnichannel engagement and boosted commercial growth
- Leverage data-centric and customer-focused tactics to develop your omnichannel approach and implement consumer engagement at scale
- From theory to practice! Examine tangible, real-world examples of omnichannel success stories for applicable strategies and tactics that always have impact
- Scrutinise pitfalls and drawbacks in your omnichannel approach for seamless channel integration that proves brand value and maximises ROI
Lorenzo Valacca, Associate Director – International OmniChannel Customer Experience, Eli Lilly and Company
Matteo Lacchio, Senior Manager, Sales Force Excellence – Commercial Strategy & Operations, Gilead Sciences
Mª Nieves Alvarado Avila, Associate Director, Omnichannel Marketing Excellence, Astellas Pharma US
Ilias Blanis, Customer Experience Lead, Bayer
Sridevi Nagarajan, Head Digital Regulatory Strategy, AstraZeneca
Emma Harris, Digital Lead & DPO, Ferring Pharmaceuticals
Benjamin Head, Director Customer Experience Activation, Novartis
OPTIMISING STAKEHOLDER ENGAGEMENT & CHANGE MANAGEMENT
15.20 Strengthen & Enhance Stakeholder Engagement & Accelerate Change Management With Proven Omnichannel Experiences Which Resonate, Influence & Inform
- Change is difficult: so how do you motivate teams to adopt and use multichannel and digital platforms effectively?
- Cultivate robust communication strategies that boost collaboration among internal and external teams and further maximise customer engagement
- What steps can leadership teams take to collaborate with marketing and medical affairs teams to combat digital fatigue and foster an organisational embrace of omnichannel?
- Showcase multichannel strategic worth using KPIs and metrics to increase stakeholder engagement and secure buy-in
Davie Chen MBA, PhD, Head of Digital Platforms & Data Strategy, Established Pharma, General Medicines, GSK
IMPACTFUL PERSONALISATION & SEGMENTATION
Panel & Q&A
15.40 Power Personalisation, Increase Relevancy: Leverage Data, Feedback & Customer Insights To Craft Personalised Patient & HCP Content, Comms & Channel Strategies
- Don’t aim for perfection! You will never have a complete 360° view of the customer, but how can you best utilise available customer data to create content that is accessible, tailored, and timely for patients and HCPs?
- Creating a culture founded on principles of personalisation: discover innovative methods to engage sales and marketing teams with micro-segmentation and personalisation
- Keep track of customer activities and behaviours at each point along their journey to understand the content that truly engages and generates real impact for HCPs and patients
- What are the current hurdles faced amongst the pharma industry in customising content and advancing the omnichannel journey? How can we work to overcome these?
António Cravino, Customer Engagement Lead, Sanofi
Jack Farthing, Customer Activation Manager, Novartis
16.10 Afternoon Refreshment Break With Informal Networking
CUSTOMER-CENTRIC INSIGHTS & JOURNEYS
Panel & Q&A
16.40 Master Customer-First Mindsets To Deliver Vision-Driven Content With Clear Insight Into Evolving Customer Needs & How That Looks Within The Omnichannel Landscape
- Move beyond just words! Strategies to ensure customers genuinely drive your core strategic decisions
- Explore customer and user actions on social platforms to craft custom, insight-driven content for maximised engagement and conversions
- Identify your crucial messaging: comprehend complex and shifting customer needs to optimise HCP time and provide valuable and actionable information
- Incorporate effective data analytics strategies to map end-to-end customer journeys, aligning multichannel strategies with customer preferences
Dina Bedier, Executive Director, Customer Experience & Engagement Strategy, International Innovative Medicines, Novartis
Abeeha Ali, Omnichannel Lead, Takeda
Hilary Baseley, Head of Commercial Excellence UK, EIRE, NORDICS, Grünenthal Group
17.10 Highlight Cutting-Edge Pharma Social Media Tactics & Stay Ahead Of Data Privacy Shifts To Maximise Social Engagement & Performance & Demonstrate Concrete ROI
- Showcase innovative social media strategies that push the boundaries of social media in pharma and deliver real results across different audiences
- Work with legal to anticipate and interpret data privacy and regulatory updates to minimise the impact on day-to-day social media and omnichannel strategies
- Click-through rates, audience growth, reach count… how can pharma demonstrate social media engagement and showcase tangible ROI?
Alex Saunders, Head Global Digital Communications, GSK
17.30 Afternoon Co-Chairs’ Closing Remarks & Official Close of Conference
Bhupinder McJennett, Director, Global Advanced Customer Experience, AbbVie
François Franco, International Marketing Operations Lead, Allergan Aesthetics
